Procedure for handling complaints and suggestions

COMPLAINTS

Suggestions for improving services or complaints can be made by filling out the report or complaint form available to users at on-board controls (Shipmasters) and port of call ticket offices or downloadable via the internet from the “Mobility Card” page of this website.

This form must be notified to Delcomar S.r.l. – Complaints Office in one of the following ways:
  • By regular or registered mail to: Delcomar S.r.l. – Ufficio Reclami – Via La Marmora, 9 – 07024 La Maddalena (OT)
  • By e-mail at: info@delcomar.it
  • Hand-delivery at on-board controls or port of call ticket offices.
At the time of submitting the complaint, the User must provide, in addition to his or her personal details, all the details in his possession relating to the incident or what is believed to have been violated, so that Delcomar can proceed with a precise reconstruction of the facts.

In this regard, the staff responsible is available to the user to facilitate him in the filing of the complaint, giving him or her all the necessary guidance and helping in the compilation of the Form.

Claims for damage to vehicles must be immediately notified to the Loading Officers. They will draw up, on a special “PASSENGER VEHICLE DAMAGE REPORT FORM”, the damage report on behalf of the Passenger, who will sign it. This relationship will not constitute acceptance of any responsibility and/or acknowledgment by Delcomar.

Complaints about damage to vehicles that do not have a copy of the damage report enclosed will not be examined by Delcomar.

RESPONSE TO COMPLAINTS

Delcomar is committed to communicating to the user:

  • a full response, where possible, at the time of receipt of the complaint;
  • a written response in all those cases where it is not possible to give an immediate response within 30 days of the filing of the complaint, in which the outcome of the investigations made will be specified to the User, the actions taken to manage the complaint, the outcome of the checks carried out and the deadline by which they will be completed.

REQUIREMENTS

The rights deriving from the contract for the carriage of persons and accompanying baggage are time-barred with the expiry of the terms provided for in Article 418 of the Navigation Code.

If no summons is served before the competent Judge within one year of the Passenger’s disembarkation, without prejudice to any limitation period more favourable to Delcomar, any action against the Shipping Company, whether contractual or non-contractual, for death or personal injury, loss of luggage or vehicle or for compensation for damages for any reason whatsoever shall be deemed to have lapsed.

Delcomar is not responsible for acts or events that occurred outside the ship.

In any case, without prejudice to the terms provided for in this article, a passenger who suffers accidents to his or her person due to events that occurred at the beginning of boarding until disembarkation must in any case report them to the Command on board before final disembarkation.

COMMUNICATION TO THE TRANSPORT REGULATION AUTHORITY

We inform our customers that, only after submitting a complaint to Delcomar S.r.l. – Piazza Carlo Emanuele III, 24 – 09014 Carloforte (CI) – Fax. 0781.857.123 – E-mail: info@delcomar.it and after sixty days have elapsed, it is possible to contact the Transport Regulation Authority, pursuant to the EU Regulation no. 1177/2010, through the appropriate electronic system (SiTe), available on the Authority’s website, or with a particular form to be sent by registered mail to the address of Via Nizza n. 230, 10126 Turin, or by e-mail to one of the following e-mail addresses:

For further information, visit the website www.autorita-trasporti.it.

Download the content in accessible format