National Complaint Form

National Complaint Form

Complaints from our customers are important, because they help us to identify the aspects of our service where we can improve for the future and also for the customers. If you are not satisfied with our service, wish to report inconveniences or provide suggestions, you can file a complaint either in Italian or in English. The form can be downloaded here and it is also available at our offices.


Fill out the form by writing the data requested from you in the proper spaces and you can send it:

As required by the European regulation on passenger laws the complaint must be complete with all identifying data:
1. Passenger-user (name, surname, address, email),
2. Journey completed or planned (date, time of departure, origin and destination), the details of the travel document (ticket serial number) and the description of the service which is the subject of the complaint;
3. Submitted within three months from the date on which regular service was performed or should have been performed.
4. Within one month of receiving his complaint, the carrier notifies the passenger that the complaint is accepted, rejected or still under consideration. The time necessary to provide a definitive response doesn’t exceed three months from receipt of the complaint (art. 27 of Regulation -EU- N.181/2011.

After 90 days from the submission of the complaint to Interbus Federico srl it is possible to contact the Transport Regulatory Authority via the appropriate electronic system (SiTe), available on the Authority’s website, with the form to be sent by registered mail to the address Via Nizza n. 230, 10126 – Turin, or via e-mail to one of the following e-mail addresses:

The passenger-user may use extrajudicial resolution form;
in the event that the user – within 30 days – has received a response from the economic operator that he considers unsatisfactory or hasn’t received a response, can submit, within one year of the complaint or request for reimbursement or compensation through the ConciliaWeb platform, personally or through a delegate (any trusted natural person, a consumer association, an exponential body, a lawyer), conciliation requests to resolve certain travel-related disputes.

For further information you can consult the “ART conciliation service” section


1. For complaints presented to the service manager, the user has the right to receive automatic compensation commensurate with the price of the travel ticket
a) 10% in the case of a response provided between the ninety-first and one hundred and twentieth day from receipt of the complaint;
b) 20% in the case of a response not provided within the one hundred and twentieth day of receipt of the complaint.

The compensation above it doesn’t take part in cases where:
a. the amount of the same is less than 6 euros;
b. the complaint is not sent by the user with the methods, minimum elements and timing indicated;
c. the user has already been paid automatic compensation in relation to a complaint concerning the same trip.