Phone and Internet Complaints in Italy: How to Use ConciliaWeb AGCOM
Provider ignoring you, wrong bills, line cut off without reason? Here's the free, mandatory step-by-step process to get refunds and compensation through ConciliaWeb.
In a nutshell
When your phone or internet provider breaks the contract — wrong bills, line never activated, service cut without cause — you have the right to complain and claim compensation. The procedure is called ConciliaWeb, run by AGCOM (Autorità per le Garanzie nelle Comunicazioni — Italy's communications regulator), it's completely free, and it all happens online. There is one condition: you must have sent a written complaint to your provider first. Skip that step and your application will be rejected.
At a glance
| Cost | Free for the user at every stage (complaint, conciliation, ruling). |
| Timeline | Provider reply: 45 days. ConciliaWeb conciliation: 30 days. Emergency measure: 10 days. AGCOM ruling: up to 150 days. |
| Where in Rome | Co.Re.Com Lazio, Via della Pisana 1301, tel. 06 65937110. Everything else is done online at conciliaweb.agcom.it. |
| Documents | Proof of written complaint (PEC receipt or recorded delivery), copies of bills, customer number, provider's reply if any. |
Step 1: written complaint to your provider (mandatory)
Before opening any case on ConciliaWeb you must send a formal complaint to your provider. This is non-negotiable — without it, your conciliation application is declared inadmissible.
The safest method is PEC (Posta Elettronica Certificata — Italy's certified email, which carries the same legal weight as a recorded letter). Alternatively, use recorded post (raccomandata A/R) or the official complaint form on your provider's website. Whatever you use, save proof of submission.
Main PEC addresses for complaints:
| Provider | PEC for complaints |
|---|---|
| TIM | telecomitalia@pec.telecomitalia.it |
| Vodafone | vodafoneomnitelnv@pocert.vodafone.it |
| WindTre | windtre@pec.windtre.it |
| Iliad | iliaditaliaspa@pec.iliad.it |
| Fastweb | fastweb@pec.fastweb.it |
| Ho Mobile | hocellularespa@pec.hocellularespa.com |
| PosteMobile | postemobile@pec.poste.it |
Always verify addresses are current on the AGCOM Operators Register.
Your complaint must include: full name, Codice Fiscale (Italian tax ID — your personal 16-character code), customer number, phone number or contract code, a factual description of the problem with dates, exactly what you're asking for (refund, charge reversal, reconnection, compensation), and any supporting attachments. Include the address where you want the reply sent.
The provider has 45 days to respond. If they don't, or if the reply is unsatisfactory, you can move to ConciliaWeb.
Step 2: conciliation on ConciliaWeb
ConciliaWeb is AGCOM's online platform where you and the provider work things out before a mediating official. Attempting conciliation is mandatory — you cannot take your case to the magistrate's court (Giudice di Pace) without having tried it first.
You can open a case once 45 days have passed since your complaint with no satisfactory response. The clock starts from the date of the incident and you have up to 3 years before the claim expires.
How to proceed:
- Go to conciliaweb.agcom.it and log in with SPID (Italy's digital identity for accessing online public services) or CIE (Italian electronic ID card).
- Click "Nuova istanza" and choose the procedure type:
- GU5 for conciliation (requesting a negotiated agreement)
- GU14 for a ruling (requesting a binding decision after failed conciliation)
- GU14 misura urgente if your service is suspended and causing you immediate harm
- Fill in the form with your contract details, a description of the problem, and what you're claiming.
- Attach: a copy of your complaint, proof of submission, the provider's reply (if any), relevant bills.
- Submit and note your case number.
Within 30 days, AGCOM or Co.Re.Com Lazio (the regional communications committee that handles Lazio cases) will schedule a video-conference hearing. You (or a representative you authorise), the provider, and a conciliating official will all take part. If an agreement is reached, the signed minutes are legally binding and enforceable. If no agreement is reached, you can apply for a GU14 ruling.
If your situation is urgent — for example, the line has been suspended and you can't work or manage critical needs — request the temporary measure: AGCOM can order the provider to restore the service within 10 days, pending the final decision.
Step 3: AGCOM ruling (if conciliation fails)
If no agreement is reached, you have 3 months to file a GU14 ruling request, again through ConciliaWeb. AGCOM or Co.Re.Com Lazio issues a reasoned, binding decision within 150 days. The provider can be ordered to cancel charges, refund amounts wrongly collected, pay compensation, and restore service. If they ignore the ruling, you can go to the Giudice di Pace for enforcement.
Automatic compensation: what you're entitled to
Compensation is calculated per day of disruption, from the date you first reported the problem to the date it was resolved:
| Issue | Compensation |
|---|---|
| Failed or delayed activation | €7.50/day (max €300) |
| Unjustified suspension | €7.50/day (max €300) |
| Fixed or mobile internet malfunction | €5.00/day (max €300) |
| Failed number portability | €2.50/day (max €100) |
| Activation of services you never requested | €5.00/day |
| No reply to complaint | €2.50/day (max €300) |
| Loss of number | €100–€500 flat |
For business contracts the amounts are doubled. Figures are set by Annex A of AGCOM Resolution 347/18/CONS.
Free help in Rome
If you find the process difficult, contact Co.Re.Com Lazio, which manages conciliation cases for Lazio residents and offers free appointment-based assistance:
- Via della Pisana 1301, 00163 Roma
- Tel: 06 65937110
- Email: corecomlazio@regione.lazio.it
- Web: corecomlazio.it
Consumer associations can also file on your behalf, often free of charge or for a small membership fee: Adiconsum Lazio (06 86202814), Federconsumatori Lazio (06 4825849), Codacons (06 3725809), U.N.C. (06 3269531), Altroconsumo (altroconsumo.it).
Mistakes to avoid
- Opening ConciliaWeb without first sending a written complaint. The application will be declared inadmissible — no exceptions.
- Not keeping proof of your PEC or recorded-post submission. Without evidence of delivery, the provider can claim they never received anything and your case stalls.
- Going straight to the magistrate's court without attempting conciliation. The claim will be rejected as legally improcedible.
- Paying a disputed bill without reserving your rights in writing. Payment can be treated as tacit acceptance. If you must pay to avoid disconnection, attach a written statement that you are paying under protest and do not accept the charge.
- Accepting verbal offers from call centre agents "to close the matter." Always ask for written confirmation by email or PEC — only that has legal weight.
Special cases
If the problem involves a contract you never signed — for instance, you discover a subscription you never agreed to — you can claim both cancellation of the contract and compensation for amounts already charged. State clearly in your complaint that you never gave consent.
For unilateral changes to your tariff (price increases notified without your agreement), you have the right to cancel penalty-free within 60 days of the notification. If the provider refuses, that is a ConciliaWeb matter.
For business contracts, compensation amounts are double the residential rates.
Official sources
- AGCOM — Italy's Communications Regulator
- ConciliaWeb — AGCOM online platform
- AGCOM — ConciliaWeb page
- AGCOM — Dispute resolution
- Co.Re.Com Lazio
- AGCOM — Operators Register
Legal references: D.Lgs. 259/2003 (Codice delle Comunicazioni Elettroniche), D.Lgs. 207/2021 (transposition of EU Directive 2018/1972), Delibera AGCOM 173/07/CONS (disputes regulation), Delibera AGCOM 203/18/CONS (ConciliaWeb mandatory from 23/07/2018), Delibera AGCOM 353/19/CONS (mandatory conciliation attempt), Delibera AGCOM 347/18/CONS (service quality charter), Delibera AGCOM 519/15/CONS Annex A (automatic compensation).