Any violations of the principles and commitments undertaken by BRUSUTTI SRL indicated in the Mobility Charter must be reported by submitting a specific complaint to:
BRUSUTTI srl
Via Triestina 181/c 30173 Tessera – Venice (VE)
Telephone 041.54.15.488
Fax 041.26.16.420
hours: Monday to Friday, 09.00 to 13.00 and 15.00 to 19.00
on Saturdays from 09.00 to 12.00
website: www.brusutti.com, “COMPLAINTS” section on the homepage
e-mail: trasportopubblicolocale.reclami@brusutti.com
pec: autoservizi.brusutti@arubapec.it
The complaint must be submitted in written form, and in addition to Italian, English can also be used, receiving, in this case, a response in the same language, through the following channels:
a) mailbox trasportopubblicolocale.reclami@brusutti.com, which issues a special receipt;
b) certified email inbox autoservizi.brusutti@arubapec.it (NB not enabled to receive emails from non-certified email inboxes)
c) registered mail.
The complaint must be submitted using the appropriate form downloadable at the following link. The possibility of lodging the complaint without using the above form is subject, but to be examined it must contain at least:
a) the identification references of the user (name, surname, contact information) and of any representative, attaching in this case the delegation and an identity document of the user;
b) the identifying references of the journey made or planned (date, time of departure, origin and destination) and of the transport contract (reservation code or ticket number) or the copy of the journey title;
c) the description of the service inconsistency detected with respect to one or more requirements defined by European or national legislation, general transport conditions or the mobility card.
The complaint must be transmitted within three months of the date on which the service was performed, or should have been performed. Within one month of receipt of the complaint, the Organization notifies the passenger in writing that the complaint is upheld, rejected or still under consideration, and the final response is given in writing within three months of receipt of the complaint. In the event of a failure to respond within the indicated time limits, a complaint can be lodged with the Transport Regulatory Authority, in the manner indicated at the following link https://www.autorita-trasporti.it/site/.
In the event of a delay in responding, the user is entitled to receive automatic compensation, commensurate with the price of the travel ticket attributable to the transport service, at a rate not lower than:
a) 10%, in the case of a response provided between the ninety-first and one hundred and twentieth day after receiving the complaint;
b) 20%, in the case of a response not provided within the one hundred and twentieth day after receiving the complaint;
except in cases where:
a) the amount of the same is less than 4 euros;
b) the complaint is not transmitted by the user in the manner, minimum elements and timeframes provided;
c) automatic compensation has already been paid for a claim involving the same journey.
CONDITIONS GOVERNING REFUNDS AND COMPENSATION OF TRAVEL TICKETS AND DAMAGES
The operation of the line is subject to the rules of current laws: the transport company assumes no responsibility if, due to force majeure, any changes occur as well as the suppression, in whole or in part, of a journey.
Refunds for tickets
Legislative Decree 24 April 2017 n° 50 art.48 – 12.ter (extract)
Except as provided for … by Legislative Decree no. 169 of 4 November 2014, for transport by bus, when a public transport service is cancelled or delayed, upon departure from the terminus or a stop, exceeding sixty minutes for regional or local transport services…, except in cases of natural disasters, strikes and other unforeseeable emergencies, passengers are still entitled to a refund of the ticket price by the carrier. The refund is equal to the full cost of the ticket at the price at which it was purchased. …. The refund is paid in cash, unless the passenger accepts a different form of payment.
Cancels, change given by the user
For travel cancellations received up to the day before departure, a deduction of 2.00 euros (two) will be applied to each ticket upon refund of the price paid.
For each change in the date or time of the journey, before it is made, a supplement of euros 2.00 (two) will be applied to each ticket.
unused tickets are non-refundable.
Ticket validity
Tickets are valid only for the date set, indicated at the time of purchase.
Compensation for damages for civil liability
The Organization provides for the reimbursement of any damage to property and/or persons, caused for its own civil liability, in the following cases:
· for damage unintentionally caused to third parties by the circulation of vehicles (including transported passengers);
· for loss of transported baggage (excluding cash, valuables, and securities) for which the relevant ticket was paid: in this case, the maximum amount recognized by the Organization is that provided for by Article 2 of Law No. 450/85;
· for unintentionally caused damage to clothing.
In order to access the refund, the user must report the fact to the driver and subsequently submit a specific complaint in the manner described in point 6.a.
