MEDIATION

Trenord settlement procedures

Trenord and the Consumer Association have signed a Memorandum of Understanding with the aim of making the out-of-court resolution of disputes between customers and Trenord faster and more effective.

How and when to access mediation

If your complaint has not received a satisfactory response or you have not received a response within 30 days of receipt by Trenord, you can access the mediation procedure through one of the Consumer Associations adhering to the Protocol, or by contacting Trenord directly, filling in the form, duly signed, and sent to:

Trenord S.r.l. - Ufficio Conciliazione, Piazzale Cadorna 14 - 20123 Milano
Fax: + 39 02.93942722
PEC: conciliazione.trenord@legalmail.it (attaching the form)
email: conciliazione@trenord.it (attaching the signed form)

Mediation Request Form (275.5 kB)

How does the mediation work?

If the customer does not indicate the Association that will represent him or her in the mediation, Trenord will assign the application to one of the Consumer Associations that are signatories to the Protocol, in application of a rotating criterion.

The mediation procedure is conducted in Italian and it's completely free.

The Mediation Commission, formed of mediators appointed by Trenord and the Consumer Associations, will examine the application, taking into account contractual commitments, sector-specific regulations and consumer protection rules and, according to principles of fairness, will assess the possibility of formulating a proposal for mediation that is satisfactory to the parties, which will be submitted to the customer for possible acceptance.

What are the requirements of Mediation?

The mediation procedure concerns complaints relating to all the services provided by Trenord as described in the official documents.

Consumer associations involved in mediation

ACU - Associazione Consumatori Utenti, Sede regionale della Lombardia		FEDERCONSUMATORI LOMBARDIA
ADICONSUM LOMBARDIA		LA CASA DEL CONSUMATORE
ASSOUTENTI LOMBARDIA		LEGA CONSUMATORI REGIONE LOMBARDIA
CENTRO PER IL DIRITTO DEL CITTADINO - CODICI LOMBARDIA		MOVIMENTO DIFESA DEL CITTADINO - LOMBARDIA
CITTADINANZA ATTIVA DELLA LOMBARDIA ONLUS		MOVIMENTO DIFESA DEL CITTADINO
CONFCONSUMATORI LOMBARDIA		U.DI.CON. UNIONE PER LA DIFESA DEI OCNSUMATORI REGIONALE LOMBARDIA
		UNIONE NAZIONALE CONSUMATORI COMITATO REGIONALE DELLA LOMBARDIA

Frequently Asked Questions

In what formats can I send the form to access the Conciliation procedure via PEC or email?

The form, duly filled in and signed, can be sent in .Pdf, .tiff or .jpg format.

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