Filing a complaint
The complaint may be filed exclusively online through the AAS Portal.
Sign in or register with the Reserved Area. A guided procedure assists you in filing a complaint and attaching the necessary information and documents.
It is possible to monitor the status of your complaint at any time by accessing the Reserved Area. You will receive a notification (by email or phone) when there are messages to read or actions required (e.g., a request for additional documents).
It is important to know that...
Some documents are mandatory, such as your ID, power of attorney if you have decided to use a legal representative, and the complaint submitted to the company and/or intermediary with its response, if you have received it.
The AAS decides only on the basis of the documents received, so it is essential to include what you think is useful to support your complaint and prove the facts of your case.
Be careful! Do not send medical documents (such as copies of medical records and certificates), pictures or other attachments containing health data, personal data relating to criminal convictions and offences or related security measures, or other special categories of personal data.
Payment of the fee to cover the procedural costs
Before submitting your complaint you must pay €20 to cover the procedural costs.
Payment must be made via the PagoPA platform. You can pay directly online or, alternatively, at the Payment Service Providers (PSP) licensed to the PagoPA service (banks, ATMs, post offices, tobacco shops and other affiliated operators).
If your complaint is upheld, the undertaking and/or intermediary must reimburse you the €20 fee.