For residents and travellers who daily rely on the means of cotral, the latial transportation company that manages the extra-urban public transport service throughout the region, it can be essential to know how to interact with customer care. whether it is a simple question, a more complex request for information or the need to file a formal complaint, cotral provides a variety of channels to facilitate communication with its users.
From traditional phone calls to modern digital interactions via email, website and mobile apps, the company is committed to providing different options to meet every need. understanding which channel to choose based on the specificity of your request can make the contact process more efficient and resolute. this article will explore in detail all the ways to get in touch with cotral, ensuring that each passenger can find the best solution for their needs.
Contact cotral by phone #
Phone contact remains one of the most direct and effective methods to interact with cotral assistance, especially when you want an immediate response or clarification from an operator. the company has prepared two main numbers to cover different types of requests.
Free green number #
For general information requests, reports or to speak directly with a customer service officer, cotral has established a free green number: 800.174.471*** this service is designed to be accessible and convenient for all passengers.
- ** activity hours:*** the service is operational every day, including holidays, from 07:00 to 20:00, offering a wide hourly service for calls.
- ** cost:*** green number calls are completely free, either from a fixed network or from a mobile phone.
- procedure:* after composing the number, the user will listen to a welcome message that informs about the recording and monitoring of the conversation for qualitative purposes. subsequently, an estimate of waiting times will be communicated. once connected, it will be possible to expose your request to the operator.
It is advisable to use this channel for questions about timetables, routes, fares, status of services or for quick reports that do not require special formalities.
Central for specific offices #
In the event that the need for contact is linked to specific departments of the company, such as the purchases office, the personnel, the press office or other administrative sectors, there is a general power station: 06.72051*.
- oraries* the use of the control unit is appropriate during standard office hours, typically from monday to friday.
- ** cost:*** the cost of the call depends on the tariff plan stipulated with your telephone operator, not being a green number.
- function:* an automatic transponder will guide you through a menu, asking you to type a specific number on your phone keyboard to be redirected to the desired department. this option is indicated for communications of a more specialized or administrative nature.
Communicate with cotral via email #
For those who prefer written communication or need to send more formal documents and requests, cotral offers different email addresses, including the certified electronic mail (pec).
Certified e-mail (pec) #
For all communications that require legal value and proof of sending and receiving, it is essential to use the pec. the address is *[email protected].
- use:* this channel is ideal for official complaints, formal reports, appeals, or any request that you need a traceability and certification of delivery, equivalent to a recommended return receipt.
- requisite:* it is essential to send communication from your own personal pec address. emails sent from uncertified email boxes to a pec address may not be received, not considered or have legal value.
Email addresses for specific offices #
Cotral also provides ordinary email addresses to facilitate communication with specific business offices, intended for more targeted requests that do not require the formality of the pec.
- ** press office:*** for requests or communications by journalists and media, the address is *[email protected].
- advertising:* for opportunities or information relating to advertising space on cotral means or infrastructure, please write to [email protected].
- commercial:* for partnerships, business agreements or sales network issues, the address is [email protected].
- data protection officer (dpo): for any questions relating to the protection of personal data and privacy (gdpr), cotral has a dpo contactable at [email protected] (pec) and [email protected] (ordinary email).
Online contact via website and official app #
In the digital age, online channels are an increasingly privileged way to interact with companies. cotral offers advanced solutions both through its official website and through a dedicated app, allowing users to independently manage multiple types of requests.
The official website cotral #
The cotral web portal is a complete resource for accessing information and contact tools. in particular, there is a dedicated section to sending complaints, reports or requests for specific information through a wizard.
- access to procedure: on the official website, you can find a page dedicated to contacts and assistance. here you will have to click on a button like “start” or “accept services”.
- consensus and personal data: the first step involves the acceptance of the conditions for the processing of personal data, in accordance with the eu regulation 2016/679 (gdpr). subsequently, basic personal data such as name, surname, email address, date of birth and optionally a cell phone number will be required. it is important to fill out all mandatory fields by advancing with the “submission” or “continue” button.
- specify service and type of request: it should be indicated whether the request concerns the “bus” service or the “training” of cotral competence. then, you can select the category of reporting or request, which includes:
- Presentation of complaints
- Denunciation of lost objects
- Request for duplicate travel titles
- Group travel organization
- Actions against penalties or fines
- Tips and information for passengers with reduced mobility
- *details of the request (e.g. complaint): depending on the category you choose, the procedure will guide you to provide specific details. for example, for a complaint, you will need to specify the reason, indicate the details of the ride (departure and destination location, date, time of disservice) and describe the problem found in a clear and detailed manner.
- confirm and sending:* before sending, the statement will be required to have read the privacy policy and the choice to lend or deny consent to receive updates on the services. finally, you will click the “send” button.
- languages and timing:* complaints can be submitted in both italian and english. it is essential to forward the request within 90 days from the date of the event contested.
- response and compensation:* after sending, you will receive a receipt via email, containing a unique identification of the signal. cotral is committed to providing an answer within 30 days. in case of non-response within that period, the user will be entitled to an automatic compensation, as specified in the company information.
The official cotral app #
For more dynamic and handy management, the official cotral app, available for android devices (also on alternative stores for those who do not have google services) and ios/ipados, offers contact features similar to the website, as well as the purchase of tickets.
- first access and registration: on the first start, after you have missed the presentation screen and allowed access to the location, you must register. you can choose to associate a google, facebook or [[k0] account, or register by email address. this step is indispensable for accessing assistance services.
- manage notifications:* you can choose whether or not to receive push notifications related to services.
- access to support: to access the support area, you will have to tap the omino symbol (profile icon) located on the top right, then select the “support” option from the panel that appears.
- contact us and write us: within the section “support”, you will find the function “contact us”. from here, by selecting the “write” tab and then the “start” button, you will start a reporting procedure that is identical to the one described for the cotral website. you can then follow the same instructions to forward complaints or requests of another kind.
- segnala a cotral: the app includes a specific function to send real-time reports to the service. this option is particularly useful to communicate immediate events such as delays, traffic conditions, accidents, road hazards, line closures or other issues encountered during the trip. simply select the relevant option, fill out a form with location, date and time, add a message with additional information if necessary, and press “send”.
Other contact modes with cotral #
In addition to digital and telephone channels, cotral also offers traditional contact options and physical presence points.
Physical location #
For those who prefer or need to go in person, the cotral headquarters is located at *via bernardino alimena 105, 00173 – rome. please check opening times to the public before going to the place, as access may be limited to specific functions or after appointment.
Complaint via registered #
You can always file a formal complaint by sending a registered letter with return receipt. this method guarantees a legal proof of sending and receiving communication.
- address:* the recommended must be addressed to *cotral spa — customer service, at via bernardino alimena 105, 00173 – rome.
- ** paper model:** to facilitate the procedure, it is advisable to use the complaint form in pdf format, downloadable from the contact section or assistance of the official cotral website. the form must be printed, compiled in each part and attached to the mix.
Paper complaint forms #
For those who do not have the possibility to print the complaint form from home, cotral provides pre-compiled paper forms in different strategic locations:
- ** railway stations:*** metromare stations of porta san paolo and roma viterbo di flaminio are available.
- capolinea bus: you can pick up the paper forms at the main bus terminals in the lazio provinces, including roma anagnina, roma ponte mammolo, roma laurentina, roma cornelia, latina, frosinone, rieti and viterbo.
These different options ensure that each cotral passenger can find the most convenient and suitable way to communicate their needs to the company, helping to maintain an open dialogue and efficient service.