How to make a complaint

Here are the ways you can file a complaint:

• by contacting customer service from 8:30 am to 9:30 pm from Monday to Saturday (excluding holidays) on 800978556, selecting the dedicated option (key 4)
• by sending a registered letter with return receipt to STEL SRL c/o Complaints Office – Via Verginese 24/B Gambulaga 44015 (FE)
• by sending an email to: reclami@stel.it

After opening a complaint, you will receive a notification from us confirming receipt and an identification code.

Your complaint is always trackable, and with the identification code you can always have information on its progress.

We will verify the validity of the complaint and resolve it within 30 days, providing a written report on a durable medium within the following 10 days, including the information listed in Annex 5 of Annex A) of Resolution 255/24/CONS. If the complaint is accepted, we will advise you of the measures to address the irregularities found. If the complaint is not accepted, we will provide you with the reasons for the rejection and the investigations carried out.