My phone or internet provider will not solve my complaint: where can I go for free in Italy?
Before going to court over a phone, internet or pay-TV dispute you must try conciliation. It is free and online on AGCOM's ConciliaWeb platform; your regional Co.re.com can help if you can't use the platform on your own.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Italy is below.
📜 The rules in Italy
The details
- If no conciliation takes place within 30 days of your request, you can go to court anyway. An agreement reached in conciliation is enforceable. (agcom.it)
- If conciliation fails, within 3 months you can ask for a decision; it binds the provider and can order refunds or compensation, but not damages. (agcom.it)
- Conciliation is also possible through joint bodies with consumer associations, registered ADR bodies or chamber of commerce conciliation services. (agcom.it)
- After a formal complaint about a charge you may withhold the disputed amount until the complaint or dispute is settled; you must still pay the undisputed amounts. (agcom.it)
ConciliaWeb (AGCOM)
AGCOM's free online platform for the mandatory conciliation with phone, internet and pay-TV providers. Log in with SPID, CIE or eIDAS.
Co.re.com (Comitato regionale per le comunicazioni)
Your region's communications committee: runs conciliations if you can't use ConciliaWeb alone, decides disputes and can order your provider to restore a suspended service.
Autorità per le Garanzie nelle Comunicazioni (AGCOM)
Telecom regulator. Its contact center answers questions and takes reports: 800.185060 from a landline, 081.750750 from a mobile or abroad, Monday to Friday 10:00-14:00.
Free dispute resolution
ConciliaWeb (AGCOM) / Co.re.com regionali · free
What to do first: Complain to your provider first. If the problem is not solved, file for conciliation on ConciliaWeb: it is a mandatory step before you can take a phone, internet or pay-TV dispute to court.
Time limit: If conciliation is not held within 30 days you may go to court. If it fails, ask for a binding decision within 3 months of signing the report that records no agreement.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Italy are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Italy. Check the dispute body’s own page, linked here.
📎 Sources
🧭 Is this still correct?
We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.
⚠️ Readers report that something here may have changed — we are checking it.
✅ Thank you — this keeps the page up to date for everyone.