In cases where the customers require necessary changes, integration to services or wish to point out potential inefficiency, they will be directed to the public relations office, which has the task of supplying the customer with a response to the request.  Following the adoption of the standard quality on behalf of the company provided by the normative ISO 9001, the request to the public relations office (URP) can be reached via telephone, through written communication or via email.  It is the task of URP, following the request, to enable all the inquiry procedures, to check and carry out verifications that are necessary to supply a clear and thorough response.  To enable the above-mentioned procedure it is the customer’s responsibility to supply the appropriate personal details and a telephone number to which the company may contact you.  Anonymous contact will not be accepted.  All the data provided will be collected, managed, and processed in accordance with D.Lgd 196/2003 (Privacy Law).  The address to contact the company is:  

Train S.p.a.
S.S. 73 Levante, 23 - 53100 SIENA
tel. 0577/204.259-Fax. 0577/223.896
E-mail: urp@trainspa.it

Opening times on weekdays: from Mondays to Fridays from 9am to 12.30am and from Mondays to Thursdays from 3pm to 5pm.  On Saturdays and public holidays it is closed.

The functions of the public relations office.
The public relations office of TRA.IN deals with the following:

1. to receive requests, complaints, contact, proposals and suggestions from relative customers to the service supplied by the company, by distributing forms to fill in facilitating a written form;
2. to supply information to the customer about conditions to make complaints;
3. to treat the relative procedure for complaints arrived;
4. to supply verbal responses to whom has made a complaint, suggestion, verbal proposal to URP;
5. to receive requests from customers through the right to access information in possession of the company, according to the conditions of law No 241/90, by providing the enablement of the same laws
6. to transmit the quality of the complaint, request, proposal or suggestion, to the observatory company.

Procedure for complaints
The complaint must be forwarded to the public relations office (URP), in case of violation of customer rights; in all cases the lack of satisfaction of the commitments made by the company in this document.  The complaints may be made verbally, through written communication, or by email or fax, potentially using the form TRA.IN ASCOLTA available from the company, or from any ticket office.  It is the task of URP, following a complaint, to carry out all the procedures for investigation, to check and verify if it is necessary to supply a clear and thorough response.  To enable the above-mentioned procedure it is the customer’s task to supply personal information and a telephone number which can be used by the company to contact the customer.  No anonymous contact is permitted.  All the data supplied will be gathered, managed and treated through D.LGd 196/2003 (Privacy Law).
The company commits to communicate to the customer:
- the moment in which a complaint has been received, in cases where the company is unable to give quick and definitive responses.  An automatic written response to the customer in which the name of the responsible employee is specified, the length of time needed to respond and the means of protection of which the customer has in case of unfavourable outcome;
- 30 days before the same date of receiving the complaint, the definitive response, in which the irregularities will be decided in favour of the customer or of the company will take place in this period;
- only in exceptional cases and determined expressively, the commitment to a definitive response before a period of time will be no longer than 45 days.
    
Free-call number for the region of Tuscany
To manage complaints for public transport in the region of Tuscany, the following free-call number that is active 8.00 at 19.00 from Monday to Friday, excluding holidays.