URP - Public relations office

In cases where the customers require necessary changes, integration to services or they wish to point out potential inefficiency, everything will be directed to the public relations office, which has the task of supplying the client 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 enquiry 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:

SIENA MOBILITA’ s.c.a.r.l.
S.S. 73 Levante, 23 - 53100 SIENA
tel. 0577/204.259-Fax. 0577/223.896
E-mail: info@sienamobilita.it
Opening times on weekdays: from 9am to 12.30am and on Mondays and Thursdays from 3pm to 5pm. On Saturdays and public holidays it is closed.

Other functions of the URP of SIENA MOBILITA'
TIEMME S.p.a Sede opertativa di Grosseto
Via Topazio, 12 - 58100 Grosseto
Tel. 0564/475.211 - Fax 0564/475.241
E-mail: urp.grosseto@tiemme.it
Orario di apertura: i giorni feriali, dal lunedì al venerdì, dalle 9.00 alle 13.00. Sabato e festivi chiusi. Servizio telefonico di informazione alla clientela e reclami, tutti i giorni con operatore dalle 7.30 alle 19.30 Tel. 199 84 87 87.

TIEMME S.p.a Sede opertativa di Arezzo
Via Guido Monaco, 37 - 52100 Arezzo
Tel. 0575/39.881 Fax 0575/28.414
E- mail: reclami.arezzo@tiemme.it
Orario di apertura: i giorni feriali dalle 8.00 alle 13.00
BYBUS Scrl
Strada di Busseto, 18/C – 53100 SIENA
tel. 0577/223.847-Fax. 0577/217.695
Orario di apertura: dal lunedì al venerdì dalle 8.30 alle 13.00
SITA Spa
Viale Cadorna, 105 - 50129 Firenze
Tel. 055/478.2236 Fax 055/478.2272
E-mail: sita.toscana@sitabus.it
Orario di apertura: giorni feriali, dal lunedì al giovedì, dalle 8.30 alle 12.30
e dalle 14.00 alle 17.00, il venerdì dalle 8.30 alle 12.30
BYBUS Scrl
Strada di Busseto, 18/C – 53100 Siena
Tel. 0577/223.847 Fax 0577/217.695
Orario di apertura: dal lunedì al venerdì dalle 8.30 alle 13.00

The functions of the public relations office.
The public relations office of SIENA MOBILITA' deals with the following:
· 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 contact;
· to supply information to the customer about conditions to make complaints;
· to treat the relative procedure for complaints received;
· fornire risposta orale a chi abbia formulato verbalmente, presso URP, richieste,
segnalazioni, proposte o suggerimenti;
· to supply written responses in thirty working days to whom has made a complaint, suggestion, verbal proposal to URP in a written form or by email;
· 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
· 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 absence 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 SIENA MOBILITA' 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 expressively determined, the commitment to a definitive response before a period of time will be no longer than 45 days.

Who should your complaints, requests and suggestions be addressed to?
Siena Mobilita' Scarl work as manager of TPL services received in trust by the contracting authority.
For your requirements, the following list gives examples and possible case studies of complaints, requests and suggestions, with an indication to the relative competence.
Information and requests should be sent directly to the 'ENTE CONCEDENTE' (the granted corporation) to the following address:
Amministrazione Provinciale di Siena - U.O. Trasporti
Piazza Amendola, 1 53100 Siena - 0577/241.111
• improvements of services
• requests for new services
• changes to timetables or routes
Information required should be voiced directly to the URP Siena Mobilita' Scarl to the following telephone number 0577 204 259 (on weekdays from 9am to 12.30 pm, and Monday and Thursday afternoon from 3pm - 5pm, closed on Saturdays and public holidays). Some examples include:
• crowded buses
• early, late or no service carried out
• connections
• disrespected bus stops
• problems with transport: cleanliness, malfunctioning, ticket stamping machines etc
• incorrect behaviour by staff
• requests or changes to the location of bus stops
• information to the public (notices, timetables, communication, internet website)
• External ticket sellers (commercial businesses that sell Siena Mobilita' tickets)
• Tariffs or prices (the import is determined by the granted corporation, the application of the tariff is Siena Mobilita's responsibility)
• proposals and/or suggestions relating to the categories above