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Complaint to a phone, internet or pay-TV operator (Italy)

Consumer
Italiano
Italy
Complaint & Appeal
Print & sign
1 page · 0 sold

Published byDocMuse

This document is in Italian

The PDF you download is in Italian — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.

For anyone in Italy with a landline, mobile, internet or pay-TV contract who disputes a bill, a charge never asked for, a fault, a slow line or a botched switch to another operator: the written complaint to the operator is the first step, and the operator must answer within 45 days. If the answer does not satisfy you, conciliation on AGCOM’s ConciliaWeb platform, through your region’s CORECOM, is free, online and compulsory before going to court. Send this Italian letter by PEC to the operator’s certified address or by registered post with proof of receipt; the complaints channel in the service charter also counts.

  • Made for use in Italy
  • Last updated October 14, 2026

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When to use this document

  • Your phone operator in Italy has billed you for services you never asked for.
  • Home internet has been down for weeks and the operator does not fix it.
  • Switching to a new operator went wrong and you were left without a line.
  • You want to send the operator a written complaint before asking for conciliation.

What you fill in

The details the document asks for.

  • Customer
  • Customer's address
  • Sender's codice fiscale (Italian tax code)
  • Email
  • How the letter is sent (printed above the recipient)
  • Phone, internet or pay-TV operator
  • Telecoms provider's postal address
  • City
  • Date
  • Client number
  • Phone number or line ID
  • What the complaint is about
  • Invoice number
  • Requested outcome

Common questions

How do I complain to an Italian phone operator so that proof remains?
Every operator lists its free complaint channels in its service charter and on its website (customer area, online form, dedicated number), but a phone complaint leaves little trace. A PEC to the operator’s certified address or a registered letter with proof of receipt proves the date and content, and the 45 days for the answer run from that date. Note the case number you are given. Italian consumer associations and the regional CORECOMs also publish free information and models.
What is ConciliaWeb in Italy, and when should I use it after the complaint?
It is AGCOM’s online platform for conciliation between users and phone, internet and pay-TV operators, run by the CORECOM of the region where the landline is or, for a mobile, of the address given in the contract. It is free, you log in with SPID or CIE, and you need no representative. Attempting conciliation is compulsory before going to court. Start it if the operator rejects the complaint or does not answer within 45 days, attaching the letter and proof of sending.
Complaint or notice to leave: which letter do I need to leave an Italian operator?
The complaint is for getting a problem fixed, a refund or compensation, and keeps the contract alive. If you want to end the contract, you need a notice of withdrawal: the law lets you withdraw at any time on no more than thirty days’ notice and without costs not justified by the operator’s own costs (Article 1(3) of Italian decree-law no. 7 of 31 January 2007). If you move to another operator and keep your number, the new operator handles the switch. You may send both letters.

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