Before submitting a complaint, visit the Frequently Asked Questions page; you might find the answer to your problem.

If you haven’t found the solution you were looking for, the simplest and fastest way to submit a complaint is to fill out the online form below. After submitting your request, you will receive an email receipt confirming the correct registration in our systems and a unique number assigned to your report.

Do you want an alternative method to online complaints? You can submit one:

– By calling our toll-free number 800 174 471, active from Monday to Saturday, from 7:00 AM to 8:00 PM. You will receive an email receipt confirming the correct registration in our systems and a unique number assigned to your report.
– In person at the Cotral office at Via Bernardino Alimena 105, Rome.

You can also submit a complaint by registered mail addressed to: Cotral Spa | Customer Service – Via Bernardino Alimena 105, 00173 Rome.
In this case, the form in PDF format must be printed and completed and sent in the registered letter. If you are unable to print the form, you can find it in paper form at the Metromare railway stations of Porta San Paolo and Roma Viterbo di Flaminio and at the bus terminals of Roma Anagnina, Roma Ponte Mammolo, Roma Laurentina, Roma Cornelia, Latina, Frosinone, Rieti, and Viterbo.

You can submit your complaint even without using our form; before proceeding with the submission, make sure to include all mandatory data such as:
– identifying references of the passenger (name, surname, contact) and any representative, attaching in such cases the delegation and an identity document of the user;
– identifying references of the journey made or planned (date, departure time, origin, and destination) and a copy of the travel ticket. Any indication of the train or bus number, if known.
– a description of the service disruption experienced.

The complaint can be submitted in Italian or English, but for the request to be successful, it must be sent within no more than 90 days from the date of the event being contested.

We strive to do our best for our customers and provide all the support you need. Within 30 days, you will receive a response to your complaint; if this does not happen, you are entitled to automatic compensation. The amount will be paid by bank transfer and calculated as follows: for a delay between 91 and 120 days, compensation equal to 10% of the ticket cost necessary to cover the leg of the journey subject to the complaint. In case of a subscription, the ticket cost will be obtained by dividing the price of the monthly subscription by 52 trips and the annual subscription by 624 trips. For delays exceeding 120 days, compensation equal to 20% of the ticket cost necessary to cover the leg of the journey subject to the complaint. In case of a subscription, the ticket cost will be obtained by dividing the price of the monthly subscription by 52 trips and the annual subscription by 624 trips. No compensation is provided if the compensable amount is less than 4 euros, the complaint submitted does not contain all the minimum necessary information, or if compensation has already been paid for a complaint related to the same journey.

If you have not received a response to your complaint within 30 days, or if you find the response received unsatisfactory, you can:
– submit a request at the Conciliation Chamber of the Lazio Region, established by Regional Law of March 7, 2016, n. 1 and subsequent amendments.
– Submit a conciliation request at the Transport Regulation Authority through the ConciliaWeb tool.
– Submit a second-instance complaint to the Transport Regulation Authority (ART) via the Telematic System for Acquiring Complaints (SiTe), or by sending the appropriate “Complaint Form” – available on the same website, to the address of Via Nizza 230, 10126 Turin, or send a PEC to pec@pec.autorita-trasporti.it