service bookleT - Autostrada del Brennero

ENGLISH
DRIVE SAFELY,
YOU ARE ON THE A22!
SERVICE
BOOKLET
2016
SERVICE
BOOKLET
2016
This service booklet follows
Directive No. 102 by the Ministry
of Infrastructure and Transport
dated February 19th, 2009.
INDEX
SECTION 1
1.1 Message from the company 05
1.2Company organization 06
1.3Road network
08
1.4 Main principles for the provision of services
10
1.5Calculating the toll
12
1.6Service information 18
Mobility
18
Information to the driver
24
Services and comfort for the driver
29
Road safety
34
Protecting and respecting environment
40
Assistance concerning the toll
42
1.7Information about the infrastructure 44
Section 2
2.1 Quality 47
Concepts and quality management 47
49
Quality indicators
Section 3
3.1Observing the interests of the users 51
Complaints
51
Refund
52
3.2Useful numbers and addresses 54
4
SECTION 1
1.1.
Message from the company
The service booklet is a guide, an important handbook for all motorway drivers. It contains information about the company and motorway, methods of toll payment, reference to the most popular communication channels, advice about how to behave in an emergency and
clear information about services provided by A22, especially at service
stations. The service booklet offers also the possibility of checking the
quality indicators of the services offered by the company. These are
the result of a constant monitoring of the company’s actions to ensure
ongoing improvement. The service booklet in particular addresses
quality, the environment and security: three important chapters in
terms of the company’s plans to achieve its goals.
The service booklet is written according to MIT directive no. 102 of
19/02/2009, updated annually and available as paper booklet along
the motorway A22 as well as on the company website and is considered an effective tool for communicating with motorway drivers.
Practical and easy to handle, the service booklet is a rich source of
information which supports more technological channels used by the
company to provide information in real time about all events happening on the motorway A22.
I wish you a pleasant reading and a good trip on the A22!
Managing Director
Walter Pardatscher
5
1.2.
COMPANY
ORGANIZATION
Autostrada del Brennero is a corporation, place of business being
Trento, via Berlino 10. The shares of Autostrada del Brennero are divided between public corporations and private subjects.
The company acts as a concessionaire. Its main aims are the planning,
building and operation of motorways, including the Brenner Motorway
Verona-Modena.
HISTORY
The company is founded in 1959.
On 21st December 1963 the board of administration decides the commencement of the construction works.
The first section between Bolzano and Trento, with an overall length
of 50 km, is opened to traffic in December 1968.
Between 1968 and 1974 all remaining sections go on line.
NUMBERS ABOUT AUTOSTRADA DEL BRENNERO
314Km Length
24 Tollbooths
6Safety Service Centres
6User service centres
22Rest areas
959Personnel
6
COMPANY STRUCTURE
SHAREHOLDERS
The company structure is composed of:
The shareholders, with reference date
7. August 2014, are reported below.
QQ
President,
Internal Audit
QQ
Managing director
QQ
General Technical Direction
QQ
Directorate-Sales
QQ
Department for Administration
QQ
Human Resources Department
QQ
Legal Department
QQ
Department for general affairs
Subsidiary enterprises:
QQ Sadobre JSC
QQ Autostrada Regionale
Cispadana JSC
QQ Autostrada Campogalliano Sassuolo JSC
QQ Auto-Plose Sadobre Ltd
QQ S.T.R. Brennero Trasporto
Rotaia JSC
QQ Rail Traction Company JSC
(indirect)
Affiliated enterprises:
QQ Istituto per Innovazioni
Tecnologiche S.c.a.r.l.
QQ Lokomotion Ltd (indirect)
Other enterprises:
QQ Mc Link JSC
QQ Interbrennero JSC
QQ Brennercom JSC
QQ Autostrada Torino-Milano JSC
QQ SIAS JSC
QQ Centro Ricerche Stradali JSC
QQ Confederazione Autostrade JSC
QQ Consorzio Autostrade Italiane
Energia
QQ Fondazione Iteralia
QQ Quadrante Servizi Ltd (indirect)
For further information
please consult our website
www.autobrennero.it
7
1.3
ROAD
NETWORK
Motorway Network Map
with the main cities,
railway stations and
airports.
(fig. 1)
INNSBRUCK
- Val d’Ega
- Eggental
BOLZANO
TRENTO
(only entrance)
VENEZIA
BRESCIA
VERONA
VICENZA
MILANO
MANTOVA
PARMA
REGGIO EMILIA
MODENA
BOLOGNA
8
fig. 1
For further information
please refer to our website
www.autobrennero.it
9
1.4.
main PRINCIPLES
FOR THE PROVISION OF SERVICES
The following paragraph explains the first principles of the activities
conferred to Autostrada del Brennero (in terms of access to and maintenance of the motorway infrastructure), in the context of a system
aiming to protect the interests of the people using the motorway infrastructure1.
LEGALITY
Autostrada del Brennero S.p.A. complies with all applicable provisions,
laws and guidelines, with regulations that apply nationally and internationally and with generally recognised rules. Within the company,
all employees abide by the ethical standards set out in law and act
in accordance with a Code of Conduct as well as taking account of
the company’s own regulations, which they apply honestly and impartially.
INTEGRITY
In the company, everyone remains true to their word, acts responsibly
in accordance with the commitments they have assumed and operates in a bona fide fashion with regard to all activities and decisions.
TRANSPARENCY
Autostrada del Brennero disseminates truthful, complete, transparent
and generally intelligible information in order to enable their contact
persons to arrive at purposeful decisions in respect of relations with
the company and with third parties.
EQUALITY AND IMPARTIALITY
Autostrada del Brennero respects the principle of equality of all users,
independent of sex, race, nationality, religion, or political orientation
during all its activities. Employees working with users are obliged to
behave in a way aligned towards objectivity, equity and impartiality
and to use clear and ordinary language.
CONTINUITY
Autostrada del Brennero is committed to providing a continuous and
reliable service. In case of extreme and/or unpredictable situations, it
will take appropriate measures in a timely manner in order to restore
normal conditions and minimize environmental impacts and any inconvenience to users.
1 The national motorway system - as it is acknowledged in the preliminary remarks of
the Directive 102/2009 - is a specific sector and it is not comparable to the list of public services referred to in article 1 of the national Law 146/1990. It follows that not
all the principles indicated by the Ciampi directive of January 1994 are automatically
applicable to the activities of the Motorway Operator.
10
PARTICIPATION
Autostrada del Brennero assesses and analyses thoroughly all feedback, documents, remarks and suggestions sent by stakeholders (users, citizens, municipalities, provinces, associations, suppliers, etc.) in
order to improve both the motorway service and the environmental
policy so as to achieve maximum customer satisfaction.
EFFICIENCY AND EFFECTIVENESS
Autostrada del Brennero undertakes to continuously improve the efficiency and effectiveness of the motorway service provided, while
respecting the pre-defined safety and environmental objectives,
adopting the most appropriate solutions in relation to the resources
available.
ENSURING CONFIDENTIALITY
Autostrada del Brennero guarantees the privacy of its customers.
Customers have the right to be informed about the modality with
which personal data is managed, through simple and comprehensive
explanations, and to grant or revoke consent to each processing step
separately (also by means of a third party).
RESPECTING ENVIRONMENT
Autostrada del Brennero belives that environment is a unique and primary resource and that the duty of the company is to protect and enhance this natural patrimony, pledging to make continuous improvements and prevent pollution.
HEALTH AND SAFETY
Autostrada del Brennero takes the health and safety of its employees, contractors, external staff, motorway users and the population at
large extremely seriously.
11
1.5.
CALCULATING
THE TOLL
THE TOLL
What is the toll
The toll is the price users pay to the concessionaire for the cost of construction, management and maintenance of the motorway network.
How is the toll calculated
The motorway toll is based on the distance travelled, multiplied by the
kilometre unit fee (determined by the class of the vehicle). Vehicles
are classified according to the “Axle-Silhouette” system. This system
distinguishes between five classes: two for vehicles with two axles
and three for vehicles or vehicle combinations with three or more axles, according to the above table.
12
Toll fees
Toll fees for distances travelled on the A22 motorway can be consulted
on the A22 website (www.autobrennero.it).
Brennerpass
An initiative from Autostrada del Brennero aimed at commuters which
allows a discount of 20% on the toll for the daily route to/from work.
The initiative is bound solely to the “Telepass Familiy” device.
In order to join the programme, it is necessary to compile the required
forms (which can be obtained at the Service Centers or downloaded
from the company’s webpage) and return them to one of the Service
Centers of Autostrada del Brennero.
For questions or further information it is possible to contact Autostrada del Brennero via email: [email protected].
The company will verify the truth of the information added to the
forms. It is important to note at this point that the discount is valid
exclusively for a determined route along the A22 (between Brennero
and Campogalliano).
Routes involving interconnecting motorways (A1, A4) or intermediate
sections between the selected entrance/exit stations are excluded (if,
for example, the selected route is Bolzano Sud - Trento Sud, the discount will not be applied if the user - for whatever reason - decides to
exit at Egna/Ora, San Michele or Trento Nord).
13
1.5. CALCULATING THE TOLL
ENTERING THE motorWAY
When entering the motorway, users are required to take a toll ticket at
the tollgate; this ticket will then be used to calculate the road charge
when leaving the motorway (vehicles equipped with a Telepass are
not required to stop at the tollgates; they can drive through, in compliance with the applied speed limits: 15 km/h for lorries and 30 km/h for
passenger cars).
toll ticket
The toll ticket is issued at every access ramp by an automatic ticketissuing machine. Users are invited to store the ticket in a safe place
during their trip in order to avoid its damage or loss, and not to fold it
or expose it to magnetic sources.
Telepass device
If a car is equipped with Telepass, it is automatically detected by the
tollgate; therefore it is not necessary to take a ticket.
See chapter 1.6 “Service Information”, paragraph “Service Centres” for
details on the purchase of the Telepass device.
All entrance lanes are enabled for dual operation (possibility to use
toll tickets as well as the telepass device).
14
EXITING THE motorWAY
The A22 motorway offers users a wide range of choices of payment
systems, which are indicated at the tollgates. There are different types
of tollbooths available:
Manual tollgate
The tollbooth is manned, so that customers can pay in cash (coins
and banknotes in Euros and non-EMU currency) or with the following
cards:
QQ
QQ
QQ
Viacard
Fast Pay (ATM Cards)
Common ATM cards enabled for the so-called “Fast-Pay” circuit can
be used, following the same procedure as for the Viacard.
Credit Cards
The following credit cards are accepted: American Express, Diners,
Visa/Carta Sì, Eurocard, MasterCard and Visa Electron.
15
1.5. CALCULATING THE TOLL
Tollgate with automatic cashpoint and telepass lane
An unmanned tollgate which allows the same payment options as
the manual tollgate. It can also be used by vehicles equipped with
a Telepass device.
Telepass lane
These lanes are exclusively dedicated to users whose vehicle is
equipped with a Telepass device. The data concerning the transit is
automatically coded by the device.
In particular, it is worth mentioning that Telepass users can register
free of charge on the website www.telepass.it, which permits them to
obtain generic transit information, get updates on new product offers
and services, visualize the details of their personal transits, access the
Telepass contract, and modify their personal settings.
We would also like to point out that Telepass Agreements require users to update their personal information and the licence plates of the
vehicles linked to the Telepass (maximum of 2).
16
Manual – Telepass Lane
These are manned “bi-modal” lanes, supporting both payment via
cash and credit/debit cards, as well as the Telepass system.
Telepass Lane - with automatic cash
These are unmanned “bi-modal” lanes. Other than supporting the
Telepass system, a specially equipped card reader accepts the credit/
debit cards listed above.
A so called Remote Lane Monitoring System (MRP) assists users in
case of difficulties, by providing audio/video communication to a geographically remote operator, which monitors the MRP lanes and the
respective transits.
Toll receipt and invoice
When exiting the motorway, after payment at a manual or automatic
tollgate, a receipt stating the amount paid is issued.
This document is not valid for fiscal purposes.
In order to obtain the issue of an invoice, it is necessary to send a
specific request directly to the Toll Collection Office in via Berlino,
10 – Trento, along with the receipts of the tolls paid on the A22 motorway, using a dedicated form. This form (Request for invoicing of
motorway tolls) can be downloaded from the website www.autobrennero.it.
17
1.6.
SERVICE
INFORMATION
MOBILITY
Limitations - Bans
Along the Brenner motorway several limitations and bans are in force,
according to national legislative provisions (Traffic Code, Ministerial
Decree n°1061 of 18.12.09) and specific company ordinances.
Speed limits
110 km/h – in both directions, from km 2 to km 85 (fig. 2)
QQ 60 km/h in both directions from km 54 to km 85 for vehicles weighing over 7,5 t when fully loaded (fig. 3)
QQ
18
INNSBRUCK
- Val d’Ega
- Eggental
LIMITATIONS
FOR ALL VEHICLES
BOLZANO
TRENTO
(only entrance)
VENEZIA
BRESCIA
VERONA
VICENZA
MILANO
MANTOVA
PARMA
REGGIO EMILIA
MODENA
BOLOGNA
fig. 2
19
1.6. SERVICE INFORMATION
INNSBRUCK
- Val d’Ega
- Eggental
BOLZANO
LIMITATIONS
FOR HEAVY GOODS
VEHICLES
TRENTO
(only entrance)
VENEZIA
BRESCIA
VERONA
VICENZA
MILANO
MANTOVA
PARMA
REGGIO EMILIA
MODENA
BOLOGNA
20
fig. 3
INNSBRUCK
- Val d’Ega
- Eggental
BOLZANO
OVERTAKING
BAN
TRENTO
(only entrance)
VENEZIA
BRESCIA
VERONA
VICENZA
MILANO
MANTOVA
PARMA
REGGIO EMILIA
MODENA
BOLOGNA
fig. 4
21
1.6. SERVICE INFORMATION
Ban on passing (fig. 4)
For vehicles weighing over 7,5 t when fully loaded and for vehicle
combinations towing mobile homes or trailers: 24 hours per day, in
both directions, from km 0 to km 85;
QQ For vehicles weighing over 12 t when fully loaded and for vehicle
combinations towing mobile homes or trailers: from 6:00 a.m. to
10:00 p.m., in both directions, from km 85 to km 313.
QQ
Ban on driving
The calendar 2016 containing the bans on driving for freight vehicles
and trucks having an overall weight exceeding 7,5 t as well as for vehicles carrying exceptional loads, vehicles equipped for exceptional
loads, and all vehicles transporting dangerous goods, according to
the traffic code and the ordinances from the highway operator, is
available at www.autobrennero.it.
BAN ON STOPPING IN EMERGENCY LAY-BY’S
For all vehicles wich leave the main carriageway to enter the lay-by’s
next to the motorway. These lay-by’s are exclusively for emergency
use, i.e. in the event of breakdown or indisposition on the part of drivers, co-drivers or passengers. In such cases, vehicles are permitted to
stop in the defined areas set for the purpose. The ban is in force in
both directions on the whole of the A22 from Brennero to Modena.
ROADWORKS
A22 Motorway Company schedules maintenance works according to
an annual calendar, based on traffic forecasts and formalised at the
beginning of each year with an Internal Service Order, which establishes the periods of time and the motorway sections where roadworks are permitted. In periods of high-density traffic (weekends in
January and February; Easter; Ascension/Pentecost/Corpus Domini;
July and August; Immaculate Conception; Christmas) works requiring
lane changes (south/north) or the reduction of traffic and/or overtaking lanes are not authorised (except for night shifts). Exceptions
are made only for urgent needs, such as restoring road safety or for
unforeseen events (i.e. persistent adverse weather conditions and
emergency maintenance works). Detailed information concerning the
road-work calendar for the year 2016 can be found on the website
www.autobrennero.it.
RECOMMENDATIONS - ADVICES
In the event of particularly critical weather (prolonged and intense
rain and/or snowfall) or predicted intense traffic, with the risk of long
queues of cars, users are advised to delay their departure or, alternatively, if the departure cannot be postponed due to non-deferrable
needs, to plan intermediate stops and/or to bring food and beverages
with them.
22
They should pay special attention to approaching vehicles when accelerating or decelerating on entry and exit ramps and near service
and rest areas. It is also advised to stop at a service area at the first
sign of fatigue.
Users should also observe speed limits, taking into account traffic,
visibility, proximity of roadworks, etc., and keep at a safe distance
from vehicles in front, fasten the seat belt, avoid alcoholic drinks, and
slow down in case of fog, snow, ice, rain and wind.
WHAT TO DO IN CASE OF AN EMERGENCY
If users stop on the motorway, they should wear a reflective vest
when getting out of the vehicle, set a warning triangle (in accordance with the Traffic Laws), and contact the User Assistance Centre
from an S.O.S. column or telephonically, using the toll free number
800.279940 or the numbers 0461-212851 / 0461-980085.
Drivers should stop on an emergency lane only in the event of breakdown of their vehicle; lay-bys should be used only for the time absolutely necessary. For longer stops it is advisable to use the service
areas.
In tunnel it is imperative to estimate well the situation previous taking action. If possible leave the tunnel driving the vehicle outside and
then call the emergency assistance. If the driving on is impossible,
stop the vehicle on the right side of the lane (do not turn back or reverse down), switch on the vehicles emergency lights, shut the motor
off, leave the ignition key in the lock and dress the reflective vest. In
the case of smoke emission search the indicator lamps which take to
the tunnel emergency exit. As quick as possible advise the emergency
assistance (toll free number 800 279940 - A22 Users Assistance Centre: 0461 980085 - 212851.
In the event of heavy snowfall, heavy good vehicles are required to
temporarily stop in especially marked areas.
23
1.6. SERVICE INFORMATION
INFORMATION TO THE DRIVER
The A22 motorway provides detailed and real-time information on
events that could affect travel, including possible alternative itineraries.
The dissemination of information is ensured through:
QQ Telephone service: the A22 User Assistance Centre (C.A.U.) can be
reached via toll free numbers (800-279940; from Germany, Austria
and the Netherlands via 00-800-22022022)
QQ Telecom number 0461-980085 and 0461-212851
QQ Variable Message Signs;
QQ Radio “INFORADIO” and Televideo Service;
QQ Mobile and Website;
QQ APP Travel Assistant.
USER HELP CENTRE (C.A.U).
A building hosts the User Help Centre (C.A.U.) near the Trento Centro
Junction and the Company offices.
The C.A.U. is the fulcrum of the user information system; it is connected by optical fibre, radio and TLC cables to 117 TV cameras for traffic
control, 67 AID tunnel monitoring cameras, 13 A22 website cameras,
394 SOS points and 25 weather stations, receiving real-time data on
traffic, weather, visibility and SOS calls.
The C.A.U., with multilingual personnel, is active 24/7/365. The same
building hosts the Motorway Operation Centre (C.O.A.) and Trento
Road Police sub-section. The two centres operate in close contact
and coordination to ensure high speed intervention and maximum efficiency in emergency action.
To obtain real-time information on traffic and weather conditions on
the A22 motorway, users may call the C.A.U. dialling the following tollfree numbers:
For traffic information on the motorways interconnected to the A22,
please dial:
A1 Milano-Bologna
24
A4 Brescia-Padova/Autovie Venete Centropadane
VARIABLE MESSAGE SIGNS
Variable Message Signs (VMS) are present at all entry stations of the
motorway (for a total of 38 monochromatic full-graphic VMS); at the
roundabouts in proximity of the most important tollbooths 28 double
and one single full-color full-graphic VMS are positioned.
On the highway itself 105 VMS are currently operational (full-color fullgraphic VMS, displaying text and pictogram messages to the drivers).
The variable message signs installed on mobile carts are 21. The objective of these variable message signs, which are managed by the
C.A.U., is to provide users with up-to-date and detailed information on
traffic and weather conditions and on any disruption of operations.
The following are examples of messages displayed on the Variable
Message Signs:
Slowdown
This sign indicates that traffic proceeds slowly and that queues may
form.
Traffic Jam
Some traffic flow is present, but it comes to a rest most of the time.
The message depicted above says that vehicles are queuing near a
motorway exit.
Road Blocked
These signs indicate a total blockage of the motorway (e.g. due to an
accident). This example warns approaching drivers about traffic jam
due to an accident, and indicates its location.
Accident
Roadworks
25
1.6. SERVICE INFORMATION
Snow
This Variable Message Sign warns about snowfall.
The snowfall is intense; high traffic may hinder the snowploughs, resulting possibly in traffic jams. It is advised to have snow chains onboard.
Fog
Fog banks: caution.
INFORADIO
Useful information for motorway users is transmitted, along the entire route, through radio newscasts by “Inforadio”, broadcast every 30
minutes by two local radio stations (minutes 25 and 55, approximately), in addition to constant updates on events:
QQ Radio NBC Rete Regione from Bolzano covers the A22 section that
crosses the Trentino - Alto Adige region;
QQ Radio Pico from Mirandola covers the remaining section of the A22
motorway. German users can listen to news in their mother language tuning in to radio stations from South Tyrol;
QQ Südtirol 1 (covering the motorway from Innsbruck to Trento); other
programs are transmitted by the RAS broadcasting company.
The frequencies at which the various radio stations can be received
are indicated on the special road signs installed along the route and
summarised in fig. 5 below.
26
INNSBRUCK
- Val d’Ega
- Eggental
BOLZANO
TRENTO
(only entrance)
VENEZIA
BRESCIA
VERONA
VICENZA
MILANO
MANTOVA
PARMA
REGGIO EMILIA
MODENA
fig. 5
BOLOGNA
27
1.6. SERVICE INFORMATION
TELEVIDEO
On page 648 (“AUTOSTRADE”) of the National Videotext Service of the
RAI network, which is updated by all motorway operators, information
on traffic, weather and contingent interruption of services concerning
the entire Italian motorway network is available.
Page 425 (“TRAFFIC on the Brenner Motorway”) of the regional RAI
3 Videotext service provides localized information on traffic, weather
and contingent interruption of services for the regions Trentino – Alto
Adige, Veneto, Lombardia and Emilia Romagna.
INTERNET, MOBILE AND APP TRAVEL ASSISTANT
In order to obtain real-time updates on the situation along the Brenner
Motorway before starting a trip, users can visit the website www.autobrennero.it, where they will find detailed information concerning the
company, the motorway network, safety, motorway services, tolls, etc.
The same information is available via mobile phone using the mobile
website www.a22.it.
Website: during the year 2015 it received visits from 496.858 individual users (- 12,9% in comparison to 2014). The total number of times the
website was accessed was 816.620 (- 8% compared to 2014).
The most “clicked” months were January, July, August and December
with a daily visitors peak on holidays and/or in bad weather or natur
phenomenon. Web cam, traffic forecasting and “toll - how is it calculated” were the most visited links.
Mobil website: during the year 2015 it received visite from 174.309
“individual users” (+ 279,80% compared to 2014). The total number
of visits was 306.307 (+ 236,74% compared to 2014). Website and
mobil website together reported during the year 2015 a 14.8% increase of accesses and 8,9% increase of individual users in comparison to 2014.
A22 Travel Assistant: the A22 Travel Assistant App for mobile devices
with operating system iOS (Apple®) - released on 6 July 2011 - has been
downloaded 32.400 times. The “A22 Travel Assistant App” for Android
operating system - released on 25 July 2012 has been downloaded
16.798 times. The individual users were 5.767.
28
Information on Italy
Users travelling on Italian motorways may obtain generic information
on traffic and road conditions, or on problems concerning the motorway services, by listening to the traffic reports issued by the ISORADIO
and the CCISS (Road Safety Information Coordination Centre). These
traffic reports are broadcast several times per day by the “Onda Verde
Viaggiare Informati” radio program on the RAI networks 1, 2 and 3;
television broadcasts are available on the RAI network (“RaiNews”
TV program), as well as on “Channel 5” and “LA7” (morning hours).
Information via telephone can be requested using the public utility
number 1518.
AVAILABILITY OF EMERGENCY PHONE NUMBERS,
24 HOURS A DAY
A list of useful phone numbers in case of an emergency can be found on:
QQ the company website www.autobrennero.it;
QQ the Variable Message Signs, in the context of information campaigns;
QQ the MOBILE-site www.a22.it;
QQ the signposts along the motorway;
QQ the toll ticket.
SERVICES
AND COMFORT FOR THE DRIVER
SERVICE AREAS
There are 22 service areas along the A22 motorway, 11 of which along
the southbound lane and 11 along the northbound lane.
The purpose of these areas is to offer refuelling, provisioning, catering
and relaxation to users, essential in order to drive safely.
In 2016, Autostrada del Brennero will announce tenders to determine
the new OIL and NON OIL contractors.
Through its new procedures, it will try to assure the optimal service
quality regarding the long-awaited investments and supposed new
management structure.
The most important services available to users are illustrated in the
following figure.
The A22 motorway periodically performs inspections to ensure that the
licencees are adequately fulfilling their Oil and Non Oil contractors, especially concerning the functional efficiency of machinery and plants,
customer service, applied prices and the quality of service in general,
29
1.6. SERVICE INFORMATION
as well as on the compliance with hygiene and sanitary norms in force.
If nonconformities or disservices are detected during inspections, the
A22 motorway will remedy the deficiencies with appropriate corrective actions, applying the penalties allotted in the contracts.
The A22 motorway avails itself of an independent third party to perform inspections on the quality of services provided by the contractors
and to carry out Customer Satisfaction polls.
The results of the inspections, which include a ranking of the licencees based on their “merits”, are disseminated through specific infor-
CARRIAGE- GASOLINE/
DIESEL
WAY.
gpl
metano
LPG
METHANE
KM
SERVICE AREA
20+000
Trens Est
20+000
Trens Ovest
S
41+700
Plose Est
N
41+900
Plose Ovest
S
63+600
Isarco Est
N
68+800
Sciliar Ovest
S
IP
SIRIO
95+900
Laimburg Est
N
TAMOIL
CHEF EXPRESS
98+800
Laimburg Ovest
S
TOTALERG
CHEF EXPRESS
3
3
N
ENI
3
AUTOGRILL
3
3
129+000 Paganella Ovest
S
ENI
3
159+700 Nogaredo Est
N
Q8
159+700 Nogaredo Ovest
S
Q8
187+000 Adige Est
N
Q8
187+400 Adige Ovest
S
IP
208+000 Garda Est
N
208+000 Garda Ovest
240+800 Povegliano Est
129+000 Paganella Est
240+800
Povegliano
Ovest
267+900 Po Est
268+600 Po Ovest
N
APS fuel
CAFE
RESTAU- DISABLED BABY CHANGING SHOWER
RANT SERViCES ROOM * TABLE
SIRIO
3
3
APS fuel
SIRIO
3
3
APS fuel
SARNI
3
3
3
Q8
SARNI
3
3
3
ENI
SIRIO
3
3
GUSTOFAST
3
3
3
3
3
3
3
3
3
3
3
3
3
3
HERMES
3
3
3
3
3
3
GUSTOFAST
3
3
3
3
TAMOIL
CHEF EXPRESS
3
3
S
TAMOIL
SARNI
3
3
N
IES
3
SARNI
3
3
S
IES
3
SARNI
3
3
3
3
N
IES
AUTOGRILL
3
3
3
3
3
3
3
S
IES
GUSTOFAST
3
3
309+000
Campogalliano
Est
N
ENI
3
3
AUTOGRILL
3
3
309+000
Campogalliano
Ovest
S
ENI
3
3
GUSTOFAST
3
3
* The baby room consists of baby change, baby’s wash and toilet bowl.
30
3
3
HERMES
GUSTOFAST
3
3
3
3
3
3
3
3
mation campaigns (newspapers, website, etc.).
Complaints, observations and suggestions made by users contribute
to the evaluation of the quality of services provided, as well as the
definition and verification of appropriate corrective actions. Any indication on the quality of services offered by Service Areas may be sent
to the following e-mail address: [email protected].
Further information can be found on the company website
www.autobrennero.it.
PIC NIC
AREA
PLAY
AREA
CAMPER
CAR
AREA PARKING
16
3
TRUCK
PARKING
BUS
PARKING
CASH
MACHINE
FAX
5
1
3
3
10
5
1
3
3
3
52
13
2
3
3
3
32
13
0
3
13
5
1
3
3
3
OIL
NON OIL
3
3
3
3
3
3
3
3
3
3
3
3
15
6
1
3
3
3
70
7
2
3
3
3
3
56
14
2
3
3
3
131
33
5
3
3
3
3
3
3
3
3
3
3
VIGNETTE go-box monitor TV CAMERAS ***
3
3
70
33
5
3
3
36
4
2
3
3
3
3
34
12
1
3
3
3
3
3
3
3
21
15
0
3
3
3
3
75
9
2
3
3
3
3
3
60
22
3
3
3
3
3
3
27
12
0
3
3
3
3
3
26
11
1
3
3
26
15
1
3
3
3
70
16
2
3
3
3
62
17
1
3
3
3
3
52
25
2
3
3
3
3
97
108
2
3
3
3
3
3
3
3
3
3
***TV cameras don’t belong to Brenner Motorway Company and pictures can be used
only by service areas Contractors.
31
1.6. SERVICE INFORMATION
PLESSI MUSEUM AREA
The Plessi Museum, an innovative building which houses a permanent exhibition of the works of Fabrizio Plessi, was
opened near the ex-customs office on
the border between Austria and Italy
on Friday 29 November 2013. Fabrizio
Plessi is one of Italy’s best known and
most respected contemporary artists
and enjoys an international reputation.
The museum, which extends over an area of 2,500 m2 and measures
55 metres in length and 28 metres in height, is the first Italian museum to be built on a motorway. It comprises a large glass case with
a jutting roof, an architectural style that blends harmoniously with
the surrounding landscape. The museum’s exhibitions include video
installations, sculptures and pictorial and graphic creations. The building also houses a bar/restaurant and a conference hall operated by
the company, a ideal space for cultural and institutional meetings.
EMERGENCY LAY-BY AREAS
To improve the safety and comfort level, A22 has provided 427
lay-by areas to-date, and foresees more for the future. Stop
in emergency lay-by’s is meant exclusively for the solution of
emergencies. A longer stop is vorbidden in both direction on
the whole A22 from Brennero to Modena.
CAR PARKING SITES
Autostrada del Brennero answers to user needs as concerns car
parking along this motorway stretch.
The parking sites favour user mobility and reduce traffic noise and
air pollution, thus satisfying an ever growing demand by travellers.
The sites are found at the following motorway junctions:
QQ Trento South (n.160)
Vipiteno (n.46)
QQ Rovereto North (n.61)
Bressanone (n.136)
QQ Chiusa (n.68)
QQ Rovereto South (n.203)
QQ Bolzano North (n.11)
QQ Ala-Avio (n.26)
QQ Bolzano South (n.23)
QQ Affi (n.85)
QQ Egna-Ora-Termeno (n.41)
QQ Verona North (n.156)
QQ S. Michele all’Adige (n.21) QQ Nogarole Rocca (n.71)
Mantova North (n. 97)
Mantova South (n.101)
QQ Pegognaga (n.32)
QQ Reggiolo Rolo (n. 76)
QQ Carpi (n.93)
QQ Campogalliano (n.109)
QQ
QQ
QQ
QQ
HEAVY VEHICLE PARKING SITES
As regards HGV parking, Autostrada del Brennero, in consideration
of the prescriptions concerning protection of HGV drivers (EC Reg.
561/2006, applicable since 2007) – which require driving periods to be
interrupted by obligatory rest periods – offers the following dedicated
parking areas along the Brenner motorway:
QQ
QQ
32
Brennero (n.42)
Bolzano South (Parking Firmian) (n.69)
�
Campogalliano West (n.79)
TRUCK TERMINALS
Autostrada del Brennero is modernising with specific requalification
projects – still under way – two dedicated hotels, prevalently for HGV
drivers, also to be used under a subscription formula, at:
QQ Sadobre (near Vipiteno) (n.450)
QQ Trento “Interporto” (near Trento North truck terminal) (n.255)
SERVICE CENTRES
The Service Centres of Trento Nord, Bressanone,
Bolzano Sud, Affi, Mantova Nord and Carpi are
the “contact points” of the A22 Motorway with
its customers, be it concerning business products
and services, or simply for the payment of road
charges. The following services are available at
the Service Centres: Prepaid Viacards, Personal Account’-Viacards,
Telepass Business, Telepass Family and subscription to the Brennerpass. At the Service Centres it is possible to subscribe to the Telepass
service and pick up the Telepass-transmitter; furthermore, the Service
Centres provide legal information concerning the provided services,
support concerning the usage and technical assistance.
Location:
The Bressanone Service Centre
is located near the tollbooth “Bressanone”
Via Brennero, 133 - 39040 Varna (BZ)
tel. 0472.201521 - fax 0472.201486
The Bolzano Service Centre
is located near the tollbooth “Bolzano Sud”
Via Agruzzo - 39100 Bolzano
tel. 0471.922616 - fax 0471.922385
The Trento Nord Service Centre at the “Interporto”
Via Innsbruck 23 (piano terra, “Blocco A”)
38121 Roncafort di Gardolo (TN)
tel. 0461.212728 - 212729 - 212719 - 212718 - fax 0461.212779
The Affi Service Centre
is located near the tollbooth “Affi”
Località Canove, 1 - 37010 Affi (VR)
tel. 045.7238030 - fax 045.6283413
The Mantova Nord Service Centre
is located near the tollbooth “Mantova Nord”
Località Mottella - San Giorgio di Mantova (MN)
tel. 0376.270689 - fax 0376.271594
The Carpi Service Centre
is located near the tollbooth “Carpi”
Via C. Tarabini, 1 - 42012 Carpi (MO)
tel. 059.668253 - fax 059.664805
Opening hours:
Monday to Friday: from 8.00 a.m. to 18.00 p.m. (ongoing opened)
Saturday morning: from 8.00 a.m. to 16.00 p.m. (ongoing opened)
Sundays and holidays: Closed
33
1.6. SERVICE INFORMATION
ROAD SAFETY
EMERGENCIES
Managing Emergencies
In the event of emergencies, engine damage or accidents, users may
directly contact the Medical First Aid (118), Fire Brigades (115), Traffic
Police (113) or request assistance from A22, through:
QQ Useful telephone numbers
User assistance Centre (C.A.U.): 0461-980085 / 0461-212851
Toll free number: 800279940
QQ SOS-telephones
SOS-telephones have been installed on the emergency lane approximately every 1500 meters; these devices have a telephone link to
the C.A.U. operators and are equipped with three buttons to call
emergency medical assistance, mechanical assistance and the fire
department.
To permit swift and efficient intervention, users must specify:
QQ The type of request (auxiliary staff, accident, mechanical assistance,
medical first aid, etc.);
QQ
The direction in which they are travelling and a description (as accurate as possible) of the location of the event, with the aid of:
- The kilometre indicators along the road (signs with a green background on the median strip) and readings in hundreds of metres in
Roman numerals (white tags on the central guardrail);
-Signs showing the name of the viaducts and tunnels;
-Signs with a brown background, the green A22 logo, and an identification number (of the overpass), installed near overpasses.
Further, if the user has a palmtop with the A22 Travel Assistance app,
this will show his exact position.
Upon receipt of a request, the user assistance centre (C.A.U.) calls the
A22 personnel to intervene, as well as competent external institutions
(mechanical assistance, Traffic Police, 118, Fire Department) or companies specialised in environmental remediation and in the repair of
motorway infrastructure.
34
MOTORWAY AUXILIARY STAFF
Control of the traffic flow and user assistance is primarily carried out
by the motorway auxiliary staff of the A22, which is on duty 24 hours
a day, 365 days per year. The task of these workers is to provide vigilance, control, prompt intervention in case of accidents, report problems, provide direct assistance to users and support Traffic Police in
their task of safeguarding security.
The auxiliary staff of the A22 motorway currently comprises 84 people, based in 6 Motorway Safety Service Centres (C.S.A.) dislocated
along the route; squads, on standby or on call, are ready to assist the
auxiliary staff in situations of traffic crisis.
Mechanical assistance
Mechanical assistance is ensured on the A22 motorway by:
QQ ACI Global S.p.A. (telephone: 803116);
QQ Europe Assistance VAI S.p.A. (telephone: 803803);
QQ IMA Automotive Service (telephone: 800108510).
Mechanical assistance is carried out through a network of contractor
shops, available 24 hours per day, 365 days per year, and consists of:
QQ rapid removal from the motorway of vehicles stopped due to breakdown, accidents or other reasons, through recovery and transportation;
QQ repairs to put vehicles back on the road, provide fuel and “onsite”
intervention that can be performed with the equipment aboard the
assistance vehicles.
Traffic police
Traffic Police operational units are responsible for vigilance and control of traffic safety, prevention and ascertainment of violations of
the Traffic Code, control of road accidents, setting up and performing
services to regulate traffic and repression of crimes committed along
the motorway route.
The activity of Traffic Police is carried out according to the principles of
quality, constant presence, rapid and efficient intervention in favour of
safety and the fluidity of motorway traffic, the re-establishment of optimal conditions for traffic flow, as well as assistance and information to
users. The service of Traffic Police on the motorway is usually ensured
by operational units under the command of special sub-sections.
The patrolling of the motorway takes place 24 hours per day, 365 days
per year, with frequent short-distance passages at every point of the
route. Patrols are coordinated by the Motorway Operating Centre of
Trento (C.O.A.).
35
1.6. SERVICE INFORMATION
Medical First Aid
All telephonic requests for emergency medical aid can be issued
through the toll free number “118” and the unique emergency number
112, wehre active, or via the user assistance centre (C.A.U.).
It is indispensable to provide 118 with all useful information, answering
the operator’s questions, in order to define the degree of seriousness
and complexity of the event that has occurred and, consequently, to
activate the most suitable intervention, using the resources available
(ambulances, helicopter assistance, etc.).
Fire Brigades
The Fire Brigades perform many functions of assistance in the event of
road accidents, with or without the involvement of dangerous chemical substances, fire, environmental pollution, landslides and/or floods
involving the motorway and its adjacent areas.
All emergency calls can be forwarded to the unique emergency
number 112, where active.
Assistance in the case of traffic jams
In the event of queuing due to traffic blockage on the motorway, with
waiting periods that are estimated longer than three hours, a user assistance service is activated, which is composed of operational assistance units of the White Cross, Red Cross and Volunteer Fire Brigades.
The personnel guarantees precise information to users, with realtime
updates and distribution of prime necessities.
36
SAFETY
The A22 motorway constantly plans the maintenance of the existing,
as well as the development of new services and new technologies applied to infrastructures and installations; the goal is not only to optimise the level of roadway services, but above all to improve safety on
the roadways.
Pavement
The current roadway surface is made up of a bituminous conglomerate with sound-absorbing and draining qualities, with the exception
of a few sections (about 34 km) in the vicinity of constructions, where
a special antiskid type is used.
This pavement guarantees optimum comfort while driving, with the
reduction of noise, aquaplaning and the spray effect, as well as a high
standard of safety, thanks to the characteristics of adherence and
macro roughness.
Guard rails
In 1994 the A22 began a programme of research for the requalification
of guard rails, according to the changed characteristics of the traffic,
which are very different in terms of intensity, mass and speed with
respect to the characteristics at the time of construction.
Currently, all the types of barriers being installed are certified by the
L.I.E.R. laboratory in Lyon (France) and by AISICO in Rom and carry the
CE mark.
37
1.6. SERVICE INFORMATION
Enlargement of the emergency lane
Following requalification of guard rails along the median strip and repair of some bridges, the A22 motorway provided for enlargement of
the road width in recent years, in order to widen the emergency lane
and to use it, when necessary, as a dynamic lane.
Road Signs
Vertical road signs: in order to guarantee perfect visibility of signs in
daytime and at night, the Brenner motorway exclusively uses a highquality fluorescent film of superior second class.
QQ Horizontal markings: the following materials are used for horizontal
markings: solvent paints, thermo-sprayed plastics and elastoplastic
laminates.
In order to guarantee the respect to the performance standards of the
materials used, the A22 performs periodical controls, availing itself of
specialised laboratories, as well as its own equipment.
QQ
Fencing
Metallic fencing with a differentiated mesh has been installed along
the entire motorway to protect its road, adjacent areas and fixtures.
The height of the fence is 1,20 m or 1,90 m, according to the type of
road it intersects (elevated, trench, overpass, bridges, viaducts, etc.)
and its location (open countryside, roadways, railway lines, towns,
etc.).
In order to further increase security, a public tender has been issued,
which will substitute the fences of 1,20 meters height with fences of
1,90 meters in areas with high probability of wildlife crossings.
38
Illumination
Lighting installation are in all tunnels and along all entry-exit ramps.
To improve visibility in recently renovated tunnels, new techniques are
in use, such as Led lighting, white paint for the walls, and the application of porcelain panels. To further increase safety, other signage
systems are in place such as Leds for luminous guidance and Led
retro-lit panels with three figures showing the escape routes and their
distances. It’s an evacuation helping bright guide.
Fog detection system and lighting guide
The equipment from Affi to Modena (106 km) is made up of a lighting optical guide with Led lamps and sensors to detect fog and luminosity. In the event of low visibility, the system activates the lamps in
the corresponding section.
If so, the lamps glow continuously with different intensity depending
on visibility; in case of an emergency, the lamps can be switched to a
synchronized blinking mode in the affected road section.
Winter service
In order to ensure suitable conditions of safety and transit during the
winter season, the following services are constantly carried out:
QQ Inspection of the road pavement condition, aided by data detected
in real time by 25 weather sensors;
QQ Weather forecast service focused on the A22;
QQ Prevention of the formation of ice and removal of snow, with the
help of external companies (on demand).
At various sites along the A22 (C.S.A. and tollbooths) structures are
present for the storage and conservation of saline anti-ice mixtures,
equipment and vehicles suitable for the activity of winter maintenance, such as: anti-freeze product spreaders, snowploughs and
grinding machines.
39
1.6. SERVICE INFORMATION
PROTECTING AND RESPECTING ENVIRONMENT
INVESTING IN ENERGY AND ENVIRONMENT
Autostrada del Brennero is participating in many different initiatives
devoted to the usage of alternative energy sources, the prevention of
pollution and the conservation and valorization of the environment in
general, such as:
QQ realization of a pilot project for the production and distribution of
hydrogen at Bolzano Sud motorway station;
QQ experimenting the use of renewable energy sources (photovoltaics
and wind power) to supply ITS equipment, in combination with the
usage of hydrogen and fuel cells;
QQ implementation of new methane filling stations at several service
areas;
QQ separation of the waste from the service areas and construction sites;
QQ implementation of noise-barriers equipped with photovoltaic panels, as well as traditional ones;
QQ installation of photovoltaic panels on the faces of several buildings;
QQ maintenance of the sound-absorbing /draining paving;
QQ beautification of the green areas near the service areas and tollbooths.
RESEARCH, STUDIES, AND EUROPEAN PROJECTS
URSA MAJOR II PROJECT
The Ursa Major II project is co-funded by the European Commission for a
period of five years (2014-2018) and concerns the implementation of ITS
systems aimed at improving the road traffic management on a European
scale. The Brenner motorway participates in it with 3 different activities.
The first activity concerns the implementation of a control center for
heavy good vehicles near the tolling gate of Vipiteno/Sterzing (Province
of Bolzano) in order to increase the safety of HGV drivers and indirectly
also that of all motorway users. The structure will be managed by government office of Bolzano that issues driving licences and registers vehicles
40
in collaboration with the Traffic Police: they will perform checks, even with
the support of ITS devices, on the efficiency of heavy good vehicles.
The second activity relates to the upgrade of the hardware and software
equipment of the Automatic (AID) Incident Detection system installed
in the tunnels longer than 500 m (Brenner, Fortezza, Virgl and Piedicastello) and the installation of new cameras to increase the video coverage
from the Traffic Control Center in Trento.
The third activity concerns the implementation of weather information
along the A22 in particular in order to better manage winter operations.
The aim is to have a fix weather station every 10 km and to install mobile
weather sensors on the vans of Traffic Officers to detect the paving conditions, especially in the winter period: this type of monitoring allows to
increase the grip level of vehicles on the pavement and consequently also
the level of users’ safety and to reduce the amount of deicing salt spread,
thereby limiting the environmental impact.
RPBHealTEC PROJECT
Autostrada del Brennero SpA is one of the key partners in FP7 RPBHEALTEC. The project addresses one of the main challenges affecting safety and competitiveness of the European Road Network,
which is undoubtedly one of the most important land infrastructures
in the EU. It is and will remain for the foreseeable future a crucial
artery for Europe, both in economic terms, as it services the vast majority of goods traffic, and in social terms, as it does so for passenger
travel as well. Maintenance is considered to be the most expensive
function of a high-way operating agency, so there is a special need
for the early detection of deterioration mechanisms and of potential
presence of defects through a more advanced road pavements inspection technology.
FP7 RPBHEALTEC will develop a high quality, cost efficient NDT inspection system which will detect the presence of defects, determine the cause, extent and rate of deterioration, provide information for assessing stability and serviceability and for evaluating the
cost-effectiveness of various remedial measures and provide this
information in real time, not causing traffic disturbances.
41
1.6. SERVICE INFORMATION
ASSISTANCE CONCERNING THE TOLL
THE TOLLING SYSTEM
In 2015, payments carried out with the Telepass were successful in
99,82% of the cases.
FAILED TOLL PAYMENT
In accordance with the articles of the Motorway Code (Article 176), users who are not in possession of a toll ticket will be required to pay
the toll calculated form the farthest tollgate, except they can prove
(via receipts, invoices, the testimony of third parties, etc.) at which
tollgate they entered the motorway.
A “failure of payment” report can be generated due to several reasons
(missing money, the toll ticket has been lost, lack of cards, insufficient
credit on cards, etc.); as the case may be specific procedures are activated,
either directly on the tollgate or at a later stage via administrative ways.
Payment of the amount due must be made by using the order written
in the failed payment paper and no later than 10 days following the
date of transit. After the expiration of this term, the A22 motorway
will initiate the process of credit recovery and will charge the relative
expenses to the user.
Queries from the user (or requests for dismissal of the case) may be
presented following these procedures:
QQ written communication to the A22 motorway;
QQ sending the “yellow card” that was given to the user by the clerk at
the tollbooth (when the “payment failure” report was generated).
In case of submission of the “yellow card”, once the A22 motorway
has verified the correctness of the evidence provided by the user, and
ascertained that the amount due was paid, the request for dismissal
sent by the user along with the “yellow card” will be accepted without
further notification.
If the “yellow card” is not completely filled out and/or the prerequisites necessary for dismissal are absent or insufficient to consider the
entry tollgate claimed as valid, the A22 motorway will avail itself of the
right to recover the credit through compulsory collection, with written
notice to the user.
There is also a digital version of the “Yellow Card” wich can be filled in
using a special form provided on the www.autobrennero.it website.
The personal data indicated on the yellow card are handled in conformity with the current Privacy legislation (Lgs. Decree 196/2003).
42
IMPORTANT WARNING
In the interests of safety, drivers are strictly prohibited from leaving
their vehicles in order to cross the traffic lane or lanes on foot, to seek
assistance from the toll staff, regardless of the reasons for so doing
(toll non-payment, Telepass malfunction, defective card signal readout etc.).
Immediate help for any problems which may occur will be given by the
toll operator via a telematic support system.
Furthermore, it is possible to balance the “failure of payment reports”
via an online transaction on the website of Autostrada del Brennero.
For the transaction, which is encrypted and secure, Visa and Mastercard can be used.
At the end of the transaction the user receives an e-mail with a receipt
of the payment.
43
1.7.
INFORMATION
ABOUT THE INFRASTRUCTURE
Detailed information concerning position and characteristics of the
Variable Message Signs, tunnels, bridges and viaducts, service areas,
lay-bys, and service centers is available on the company website www.
autobrennero.it.
44
45
46
SECTION 2
2.1.
QUALITY
Concepts and quality management
The Brenner Motorway obtained the integrated certifications UNI EN
ISO 9001 and UNI EN ISO 14001 in 2003.
Following the expiry of the concession contracts for construction
and management of the 22 service areas located along the A22
motorway from Brenner to Modena, the company took over direct
control of the service areas in 2007. This decision involved assuming responsibility for the quality of services provided and for a range
of serious environmental problems (such as soil cleansing, sewage,
waste management and adaptation of facilities, etc.) and gave rise
to the necessity for the integration and monitoring of the management of these aspects within the Integrated Quality and Environment System.
The first quality control conducted at the service areas took place
in 2009 and concluded successfully with the award of certification.
One year later (in May 2010), the first environmental control took
place. This also led to a positive result in the form of receipt of certification in August 2010. In the spring of 2011, the certifying body
arrived at a positive assessment of the path of improvement being
pursued by the integrated System and issued both quality and environmental certifications for the service areas valid until expiry in
April 2012.
In 2010, the company instigated the certification procedure for its
Health and Safety at Work Management System according to Directive OHSAS 18001 2007. In this regard, in 2011, the company was
awarded relevant certification for the three-year period 2011 to 2014.
In 2011, the company also successfully obtained an extension to its
ISO 9001 certification for Sector EA34 – monitoring procedure on the
construction planning for the purpose of validation.
Following an inspection visit by Accredita in September 2014, the
Brenner Motorway officially obtained certification as an inspection
agency in accordance with the UNI EN ISO/IEC 17020 Standard. This
is a prerequisite for the inspection of publicly funded construction
projects with a value exceeding 20 million euro.
In 2015 extention checks UNI EN ISO 9001 and 14001 and the verification check OHSAS 18001 took place by the certification body and
resulted in a positive outcome.
47
2.1. quality
Certification of Quality, Environment and Safety Management System adopted is used for the following purposes:
QQ motorway management;
QQ planning and construction management for the building and maintenance of motorway infrastructures;
QQ operation and monitoring of activities performed in the service areas.
The continuous improvement of the Quality level of user services
is currently focused on the service areas (service management and
service area modernisation), on information and safety (carriageway
extension and dynamic use of the emergency lane) and on emergency management.
The company considers the environment to be a unique and irrecoverable primary resource which should be protected and enhanced.
For this reason, it endeavours to reduce the environmental impact
of its activities.
The objectives undertaken by the company include the following:
QQ the containment of environmental impact correlated to the activities and services managed through the promotion of railway transportation;
QQ the construction of additional noise barriers (83,9 km to date)
QQ the utilization of sound and water absorbent pavement;
QQ the use of low impact fuels;
QQ the participation in development and promotion projects of alternative technologies which respect the environment;
QQ improvement of resource management, promoting the use of alternative sources with low ambient impact (such as hydrogen, photovoltaic, teleheating, etc.)
The company takes the health and safety of its employees, contractors, external staff, motorway users and the population at large extremely seriously. The goals it has set itself in terms of the execution
of its operational activities therefore include the following:
QQ ensuring its commitment to the prevention of work accidents and
occupational disease and to risk management;
QQ ensuring an ongoing improvement in its safety performance levels;
QQ ensuring participation and consultation of employees and inclusion of external employees, contractors and suppliers;
QQ applying the best available practices for the protection of health
and safety, the environment and public security.
All the improvement aims and objectives undertaken by the company are managed within the scope of the Integrated Quality, Environment and Safety System via the development of action programs
and the continuous monitoring of results achieved.
48
Quality indicators
The quality indicators provided in the operating instructions issued by
the M.I.T. (Ministry of Infrastructure and Transport) for the purpose of
stipulating the service specifications of the concession companies are
set out below.
Autostrada del Brennero monitors these parameters continuously to
respect all reference standards.
Indicator
UNIT OF
MEASUREMENT
REFERENCE
STANDARD
BASE CRITERION: SAFETY OF TRAVEL
Advance warning
(via ordinance) about
roadworks with a duration
more than 5 days
Time (hours) of
advance warning in
85% of the cases
24 hours
BASE CRITERION: REGULARITY OF SERVICE
Condition of road markings
(retro-reflection) *
RL retro-reflection
(mcd lx-1 m-2)
100 RL
BASE CRITERION: CONVENIENCE OF SERVICE
Services offered at service
areas - number of service per
month on at least 80% of all
service areas.
With at least 1 service per
month on all areas.
No. of inspections /
month
2 inspections
BASE CRITERION: SERVICES FOR disabled PEOPLE
Services offered at service
areas - number of inspections
per month on at least 90% of
all service areas. With at least
1 inspection per month on
all areas.
No. of inspections /
month
2 inspections
BASE CRITERION: INFORMATION TO THE USERS
Response time concerning
suggestions and complaints
via email to a22@
autobrennero.it (**)
Response time
(consecutive workdays)
in 85% of all cases
10 days
(*) The compliance with the standard takes place (excluding the winter period) in
90% of the cases on 20 km minimum sections.
(**)Depending on the type of complaint, an interlocutory answer can be given in at
least 85% of all cases within 10 working days.
According to the time needed to grant an analytical process of reconstructions of
events, the definitive answer may extend beyond the time limit specified above.
49
50
Section 3
3.1.
OBSERVING THE INTERESTS
OF THE USERS
Complaints
MESSAGES TO THE COMPANY
Users may forward suggestions for improvements or advise the company of eventual deficiencies (perceived or encountered) concerning
the management of the motorway infrastructure or the distribution of
services, through the following channels:
QQ Letter addressed to:
AUTOSTRADA DEL BRENNERO S.p.A.
via Berlino, 10 - 38121 TRENTO ;
QQ fax n°: 0461.234976;
QQ e-mail adress: [email protected];
QQ Blue card called “Listening to the User”. This card is available at
A22 tollbooths and the Services Centres, and can be posted free of
charge, addressed directly to the company (postage paid by the recipient).
The A22 motorway will send a written reply to the sender concerning the matter advised, explaining or evaluating the improvement
proposed or ascertaining the actual or presumed situation reported.
A digital version of the blue card can be filled out on the website
www.autobrennero.it.
All personal information indicated in the blue card will be treated
in conformity with the Privacy Act in force, of Legislative Decree
196/2003.
INFORMATION AND DATA ON ACCIDENTS
If users require information concerning accidents on the motorway in
which they have been involved, they may apply to the competent territorial Traffic Police Offices.
51
3.1. PROTECTING THE USERS
REFUND
The procedures concerning a refund of the motorway toll can be activated directly by the user, or indirectly through the control mechanisms of the company.
A22 motorway is committed to reimburse any tolls paid in excess of
52
the amount due or surplus payments caused by an erroneous classification of the vehicle, given founded elements of proof.
Further information can be found on the company website
www.autobrennero.it
3.2.
USEFUL NUMBERS
AND ADDRESSES
Information about the traffic and weather situation can be obtained
from the following channels:
QQ A22
User Assistance Centre (C.A.U.) telephone numbers:
0461.980085 - 0461.212851;
QQ A22 toll free numbers: 800.279940 (from Italy) / 00.800.22022022
(from Austria, Germany or Holland);
QQ A4 (Brescia-Padua Motorway) telephone number: 892489;
QQ A1 (Milan-Bologna Motorway) telephone number: 840.042121;
QQ Public utility number: 1518;
QQ Internet: www.autobrennero.it;
QQ Mobil Site: www.a22.it;
QQ Traffic newscasts: Radio 1-2-3 (CCISS - “Onda verde viaggiare informati”) – Inforadio – Südtirol 1 – Radio NBC – Radio Pico di Mirandola;
QQ Televideo RAI 1 and RAI 2: Page 648 (for the entire Italian motorway
network);
QQ Televideo RAI 3: Page 425 (A22 Motorway);
QQ Television: Channel 5 – LA7 (from 6:00 to 9:00 am);
QQ Variable Message Signs: along the entire motorway route and along
ordinary roads;
QQ Lighting Boards: Motorway tollbooths.
In case of emergency
traffic police 113
fire brigades 115
medical first aid 118
mechanical assistance
ACI 803-116
EUROP ASSISTANCE 803-803
QQ IMA AUTOMOTIVE SERVICE 800-108510
QQ
QQ
54
Autostrada del Brennero SpA
Brennerautobahn AG
Place of business in Trento, Via Berlino, 10
Tel. 0461.212611
Fax 0461.234976
Registered capital € 55.472.175 i.v.
Commercial register of Trento and tax identification
number 00210880225
Community VAT IT00210880225
www.autobrennero.it
[email protected]
Design: Agenzia Prima Comunicazione Ltd.
Editing: Autostrada del Brennero JSC
Photos: Archives Autostrada del Brennero JSC
Printing: Litotipografia Alcione srl
Updated in March 2016
Printed in April 2016
55
USEFUL
NUMBERS
�
A22 USERS ASSISTANCE CENTRE
tel. 0461.980085 - 0461.212851
�
A22 TOLL FREE NUMBERS
�
AUTOSTRADA DEL BRENNERO SpA
BRENNERAUTOBAHN AG
tel. 0461.212611 - fax 0461.234976
www.autobrennero.it - [email protected]
�
In case of emergency
Traffic police 113
Fire brigades 115
Medical first aid 118
Mechanical assistance
ACI 803-116
EUROP ASSISTANCE 803-803
IMA AUTOMOTIVE SERVICE 800-108510