GENERAL INFORMATION ON THE USE AND MANAGEMENT OF INFRASTRACTURE AND SERVICES
Anyone traveling along our motorway infrastructure is required to strictly comply with the Highway Code and to adopt responsible and cautious behavior in order to ensure their own safety as well as that of other travelers.
The proper and safe use of motorway facilities, including service areas, is a key factor in contributing to the overall quality of the service provided. For this reason, it is essential to follow safety conditions designed to protect travelers and preserve the integrity of the infrastructure.
Autostrada Brescia Verona Vicenza Padova publishes its Service Charter annually — a tool aimed at informing travelers about the services provided, the quality standards in place, and their rights, ensuring transparency and accessibility throughout the travel experience.
The Service Charter is prepared in accordance with the Concession Agreement, the specific Directive of the Ministry of Transport (no. 102/09), and the Operational Guidelines issued by the Directorate-General for Roads and Motorways, High Supervision of Road Infrastructure, and Oversight of Motorway Concession Contracts dated January 29, 2010.
It provides a concise description of the guiding principles of the Company, infrastructure plans, service factors, quality indicators with the targets set and results achieved, as well as measures to protect travelers. The Service Charter is intended as a tool for information, communication, and dialogue with customers, based on the belief that it can also contribute to improving corporate efficiency.
Motorway circulation may be affected by various factors, whether planned or unexpected, which can impact the fluidity of traffic and the regular usability of the road network.
In the event of an emergency, all necessary actions are taken to restore normal road conditions, including the activation of emergency services and specialized contractors, as well as the deployment of Traffic Patrol personnel for the prompt resolution of the event, as outlined in specific protocols.

Construction sites are essential to maintain service levels and ensure the safety conditions of the infrastructure. However, their presence — especially during certain periods — can affect traffic flow.
The company carefully manages construction sites by planning them in advance throughout the year and providing travelers with timely information about their presence.

It is possible to consult the calendars for driving bans for heavy vehicles and those defined as "exceptional" (Article 10 of the New Highway Code) on the dedicated page.
Any other restrictions are always communicated in advance to the affected traveler categories and generally concern limited periods, related to specific needs for improving motorway traffic management and road efficiency.
For information on how the motorway toll is calculated, the rates, toll booths, and payment lanes, we invite you to visit the dedicated page on the website.

The Company holds the concession for 14 service areas located along the motorway sections of the A4 Brescia - Padova and A31 Valdastico.
Along the motorway route, there are also 5 unattended parking areas and 6 "rest areas" which are equipped with facilities designed to meet the needs of rest breaks and provide a refreshment point.
At the Brescia East exit, "Truck Park Brescia Est" is a parking area dedicated to truck drivers and equipped to offer tailored services for both customers and their vehicles.
The Company has several channels that it uses to notify travelers of ongoing events, in addition to planned construction sites.
The service quality indicators, defined in agreement with the Ministry of Infrastructure and Transport and the Directorate General for the Supervision of Highway Concessions, are parameters used to assess the efficiency, safety, and service level of the motorways.
These parameters are periodically monitored to ensure compliance with quality standards and to provide an optimal service for travelers.
Customers can submit complaints regarding the services provided by the Company or report disruptions, safety hazards, or suggestions for improvement related to the management of the road infrastructure.
The complaint can be submitted via regular mail, by completing the designated online form, or by sending an email to the specified address. The complaint can be sent in Italian or English and must include some identifying information about the traveler and the trip taken, along with a description of the service disruption encountered.
Further details on how to file a complaint and response times can be found on the dedicated page.
In the case of excess tolls paid, Autostrada Brescia Verona Vicenza Padova will issue a refund within approximately 30 days, after verifying the documentation provided. The same applies to any uncollected or unissued change (credit receipt) and tolls/fees for unfulfilled exceptional transport procedures.
Customers can request a refund by visiting the Service Centers or by sending the request directly to the Company.
In the event of discrepancies between the information provided in the 'PMR Accessibility' section of the website and the actual conditions encountered, people with reduced mobility can request compensation. To learn more, visit the dedicated page.