Summary

The Mobility Charter is the document that regulates relations between companies offering public transport services and the citizens who use them; it therefore illustrates the services provided and the tools, indicators and standards adopted to provide a quality service. This document allows the company to offer its users the opportunity to actively participate in the improvement of services in a spirit of positive and constructive collaboration. The Mobility Charter of EUROSAR SELF-SERVICES (hereinafter referred to simply as the Charter), is the explanatory document:

● the procedures for accessing the service; ● the complaints and reimbursement procedures; ● quality standards ● the quality monitoring methods adopted by the Company, with a view to a

constant increase in the quality levels of the service offered to the User.

The Charter is drafted with reference, as far as applicable to EUROSAR SELF-SERVICESthe following regulatory and policy documents:

● Directive of the President of the Council of 27 January 1994 "General Principles

on the provision of public services' which lays down the principles to which the

progressively standardised, in general, the provision of public services;

● Prime Ministerial Decree of 19 May 1995 that

identifies public service delivery sectors for the issuance of

general reference schemes;

● Presidential Decree No. 503 of 24 July 1996 (Regulation

laying down rules for the elimination of architectural barriers in buildings,

public spaces and services);

● Legislative Decree 422/97 "Conferring on regions and local authorities of

functions and tasks in the field of local public transport, pursuant to Art. 4,

paragraph 4, of Law no. 59 of 15 March 1997";

● Law No 281 of 30 July 1998 '.Regulation of consumer rights and duties

and Users";

● Prime Minister's Decree of 30 December 1998 "General outline

reference for the preparation of the Public Services Charter of the transport";

● Legislative Decree No. 286 of 30 July 1999, Art. 11 Reorganisation and strengthening of the

mechanisms and tools for monitoring and evaluating costs, returns

and results 4 of the activity carried out by public administrations, pursuant to

Article 11 of Law No. 59 of 15 March 1997;

● Law No. 83 of 11 April 2000 (Amendments and supplements to the Law of 12 June

1990, No 146, on the exercise of the right to strike in public services

essential and to safeguard constitutionally protected personal rights);

● Decree Assessore dei Trasporti, Regione Autonoma della Sardegna no. 10 of

29 January 2003 "Free path for officers and judicial police officers";

● Legislative Decree No 206 of 6 September 2005, Art. 2(g) and Art. 101 Code of the

Consumption; ● Regional Law No. 21 of 7 December 2005 '.Discipline and organisation of

local public transport in Sardinia"which, as part of the reorganisation and development of public collective transport in the regional context, provides for the adoption of the Regional Mobility Service Charter;

● Regional Law no. 21 of 7 December 2005 - Implementation guidelines and preliminary act for the definition and design of minimum services;

● Resolution of the Regional Council of the Autonomous Region of Sardinia

No 20/6 of 12 April 2016 'Definition of the new regional tariff system

for scheduled local public land transport services. Regional Law 7

December 2005, No 21";

● Resolution of the Regional Council of the Autonomous Region of Sardinia no.

49/14 of 28.11.2006;

● Regulation (EC) No 1371/2007 of the European Parliament and of the Council of 23 October 2007 on the "passenger rights and obligations in rail transport rail";

● Law No. 244 of 24 December 2007, Art. 2, Paragraph 461 (Financial Law

2008) Provisions for the formation of the annual and multiannual national budget

Status;

● Regulation (EU) No 181/2011 of the European Parliament and of the Council of 16

February 2011 on 'passenger rights in transport by

bus and amending Regulation (EC) No 2006/2004';

● Legislative Decree No. 169 of 4 November 2014 Sanctioning of violations

the provisions of Regulation (EU) No 181/2011, amending the

Regulation (EC) No 2006/2004 on passenger rights in transport

carried out by bus;

● Regional Law No. 17 of 3 July 2015 on "Administrative sanctions on

regional and local public transport services";

● Resolution of the Regional Council of the Autonomous Region of Sardinia

No 36/8 of 16 June 2016 'Administrative sanctions on transport services

regional and local public (Regional Law No. 17 of 3 July 2015). Act of

interpretative and applicative guidance, pursuant to Article 8(1)(a) of the

Regional Law no. 31/1998. Directives 5 application"; ● Resolution of the Regional Council of the Autonomous Region of Sardinia

No. 40/4 of 6 July 2016 'Definition of the new regional tariff system

for scheduled local public land transport services. Regional Law 7

December 2005, No 21. Corrigendum';

● ART Resolution No. 106/2018 "Measures concerning the minimum content of

specific rights that users of rail transport services characterised by

public service obligations may be imposed on service operators and

of railway infrastructure".

● ART Resolution No. 28/2021 "Measures concerning the minimum content of

specific rights that users have in rail and bus services

may require from service operators and their

infrastructure with regard to the handling of complaints";

● Regulation (EU) No 679/2016 on the protection of natural persons

with regard to the processing of personal data and the free movement of

such data and repealing Directive 95/46/EC;

● Legislative Decree No. 196 of 30 June 2003 (Code on the Protection of Personal Data).

personal data), as amended by Legislative Decree No. 101 of 10 August 2018

(Provisions for the adaptation of national legislation to the provisions of the

Regulation (EU) 2016/679 of the European Parliament and of the Council of 27

April 2016 on the protection of individuals with regard to the

processing of personal data and the free movement of such data, and that

repeals Directive 95/46/EC);

● Service contracts signed with the Autonomous Region of Sardinia.

The Charter regulates, with maximum transparency, the relations between EUROSAR SELF-SERVICES and Users, specifying how to access and use the services, the company's commitments to the User, while illustrating the organisation, means and structures involved in achieving the objectives. The contents of the Mobility Charter have been shared with the Management of theRAS Department of Transport and with Consumer Associations, which made comments and suggestions for improvement, of which EUROSAR SELF-SERVICES assessed feasibility and compliance with the objectives set.

1.1. VALIDITY AND DISSEMINATION OF THE CHARTER

This Charter may be periodically updated on the basis of indications deriving from its application or of changes in the regulatory framework of the sector. Any changes made to the Charter will be brought to the attention of the Users (see the "revision status" table in the following paragraph).

EUROSAR SELF-SERVICES ensures the dissemination of its Charter and its updates to Users by means of:

● Internet site: www.eurosar.it; ● Availability for consultation at each company site; ● Posting of summary extracts on their vehicles.

1.2. STATUS OF REVISIONS

Revision No. Date Reason for Revision

1 30/03/2022 First Edition 2022

2 20/12/2024 Second Edition

2. GENERAL PRINCIPLES OF THE CHARTER

EUROSAR SELF-SERVICESin arranging and providing company transport services, undertakes to ensure:

● Equality and impartialityin order to provide: - accessibility to the relevant service, infrastructure and company premises without

distinction of nationality, gender, race, language, religion and opinions; - accessibility of transport services for the elderly and disabled, with

the progressive adoption of all appropriate measures to ensure the widespread availability of means and facilities;

- equal treatment and supply conditions both between different territories and between different categories of users.

● Regularity and punctuality of the scheduled service (with the exception of interruptions and diversions due to force majeure or particularly important weather events of particular importance); any extraordinary peaks of

demand can be met within the limits of available resources. It is

also ensured, within the limits of feasibility, maximum prior information

and timely occurrence of possible service interruptions

(road impracticability, etc.). In the event of a strike, the company guarantees adequate

information to the user and the minimum essential services, in compliance with legislation

in force. Regularity and punctuality of the service are constantly monitored

by: - specifically appointed company personnel; - specifically appointed company personnel; and - traffic and service coordination staff.

● User Participation to the planning processes of corporate services, through the timely examination of requests, reports formally

forwarded and customer satisfaction surveys.

● Efficiency and effectiveness of the serviceobtained through the optimisation of resources and the continuous monitoring of the performance of company services, carried out by specifically appointed company personnel, with the possible adoption of the necessary corrective actions.

● Integration with other modes of transportin this regard AUTOSERVICES

EUROSARwithin the scope of the activities provided for in the current Service Agreements,

complements its transport offer with the alternatives offered

from other carriers in the area, optimising interconnections and

contributing to the effective provision of an integrated service that meets the

needs of the User. This activity is characterised by the continuous analysis of the

demand and the search for and application of solutions aimed at

rationalisation of the system, this with a view to meeting needs

represented by the User

● Identification and monitoring of quality indicators, registration and

analysis of critical events and timely adoption of corrective actions, resulting

to the deviation of values from quality standards.

3. COMPANY PRESENTATION

3.1. PRESENTATION OF THE AUTOSERVIZI EUROSAR COMPANY

Company name: AUTOSERVICES EUROSAR SAS The company has its registered office a OLBIA (SS) and Operational Offices in PADRU (SS).

Personal: overall the company has the following staff:

No. 4 Operators with full-time and part-time contracts;
No. 1 Clerks;
No. 1 Plant maintenance workers - workshops;
No. 2 Company owners and family employees;

for a grand total of 6 units.

The company operates suburban lines LUDURRU - PADRU - OLBIAtourist transport by coach and rental services with driver..

3.2. HISTORY

The company was founded in 1997 as a result of the company split from Tucconi Autoservizi, a family business that had been operating in the same sector since 1949 founded by his grandfather. Autoservizi Eurosar represents the third generation of the founder of the company, which is present in the local public transport sector with its regular service buses and in the tourism sector with its fleet of rental vehicles with driver consisting of buses, cars and minibuses.

The management activity of the company Eurosar Services can be divided into two distinct parts:

Operation of suburban bus services under LPT Service Contracts.

The company guarantees connections to and from Olbia with the Ordinary Bus Line in Regional Concession, with a daily frequency of 4 trips, useful and necessary for all those occasional commuters and students who very frequently reach Olbia from the territory of the municipality of Padru.

Operation of car rental with driver, tourist transport.

The company also operates in the tourism sector. Its proximity to Olbia airport has always developed this sector over the years, and all transport services are carried out with tourist buses and rental services with driver with cars and minibuses.

3.3. LEGAL STRUCTURE

Eurosar Services, a limited partnership, with registered office in OLBIA (SS) VIA ASTI 20/A Cap 07026 - tel. 0789/67555 Tax code and VAT number 01693050906 Economic Administrative Register Number (REA)SS - 109867

4. SERVICE OFFERED

4.1. CONSISTENCY OF SERVICES

The company ensures the right mobility using the following facilities and vehicles.

Locations and infrastructure

Venue with offices/ticket office: Olbia Via Asti 20/a
Deposits: Olbia - Via Asti 20/a - Padru Loc. Baddevera
Service stops with signal poles: NO
Bus stations: NO

Fleet

Insert description No. 3 BUS 2 BUS TEMSA SAFARI 53 SEATS
1 BUS KARSAN 25 SEATS

Passengers carried

93 per day
73,461 for year 2023

4.2. SERVICES OFFERED

TIMETABLES AND FREQUENCIES (Insert description of the services offered by the company - below is an example structure description) TIMETABLE ENTRY AS PER SITE

Suburban public transport by road on the regional territory of Sardinia by means of bus services, which provide extensive connections both on weekdays and holidays throughout the region (3 municipalities served), with

9 rides per day,
No. 158 stops ,
106,058.4 km of annual mileage in 2024.

LINES

The COMPANY currently operates the following lines:

Code 8201 Name LUDURRU - PADRU - OLBIA;

Details of the Service offered can be found on the website www.eurosar.it

4.3. TOURIST SERVICES

In addition to the automotive sector, AUTOSERVIZI EUROSAR is active in the provision of tourist transport services with rental vehicles with driver, buses, minibuses and passenger cars.

All information can be found at www.eurosar.it

4.4. TARIFF SYSTEM

The tariff system, is regulated by Resolution of the Regional Government of the SAR No 20/6 of 12/04/2016, No 40/4 of 6 July 2016, No 52/14 of 22.11.2017.

On the other hand, the modalities for calculating the tariff sections for scheduled extra-urban public transport services are governed by Decree No. 2 of 13.4.2017 and No. 2 of 16.2.2018.

The tariff profiles of subscription tickets in Sardinia's regional tariff system are:

Impersonal

The 'impersonal' profile is an ordinary fare solution that characterises the ticket as not being nominative, but 'bearer' and therefore transferable. It can be used individually, not at the same time, by different users, e.g. belonging to the same household or workplace.

Student The 'student' profile is a preferential fare solution, which characterises the ticket as personal and nominative and is reserved for those enrolled in elementary, junior and senior high schools, public, officially recognised and peer schools, universities, and vocational training courses financed by the Autonomous Region of Sardinia or delegated bodies. It requires an age not exceeding 35 years and does not require ISEE certification. Student status is unique for all public transport services on the regional territory (urban and suburban buses, trains and underground trains).
Over65 The 'over65' profile is a preferential fare solution that characterises the ticket as personal and nominative. It is dedicated to all users who have reached the age of sixty-five and does not require ISEE certification.

The types of tickets provided for access to LPT services are as follows:

Simple Stroke:
Carnet of 12 One-way trips (extra-urban): CS12
Impersonal Weekly Subscription: ASI
Monthly Impersonal Subscription: AMI
Student Monthly Subscription: AMS
Monthly Subscription Over 65: AMO65
Impersonal Annual Subscription: AAI
Annual Student Subscription: AAS
Annual Subscription Over 65: AAO65

The tariffs are set out in the annexes to the above-mentioned resolutions of the Regional Council.

The tariff system can also be consulted on the website of the Autonomous Region of Sardinia at www.sardegnamobilita.it.

INSERT TARIFF SYSTEM FOR PUBLIC TRANSPORT SERVICES

ONE-WAY FARES

OLBIA - LOIRI € 1.30

OLBIA - AZZANI' € 2.50

OLBIA - PADRU € 2.50

OLBIA - SOTZA/CUZZOLA/TIRIALZU/SA SERRA/SOS RUNCOS € 3.10

OLBIA - LUDURRU/SAS ENAS/SA PDERA BIANCA € 3.70

OLBIA - BIASI' € 3.10

OLBIA - OVILO'/S.GIUSTA/TRUDDA

OLBIA - MONTELITTU € 1.90

4.5. PURCHASE OF TICKETS

Tickets can be purchased in the following ways,

at the office ticket office/information: Via ASTI 20/A OLBIA from 9.00 a.m. to 12.30 p.m., MONDAY TO FRIDAY.
on-board of buses (unless restricted by local, regional and national authorities) without extra charge.

5. CONDITIONS OF USE OF THE SERVICE

5.1. USER RIGHTS

The User is entitled to: ● safety of travel; ● continuity and certainty of service ● respect for departure and arrival times at all scheduled stops on the

route; ● hygiene and cleanliness of vehicles and infrastructure; ● timely publication and easy availability of timetables; ● easy accessibility of information; ● courtesy and professionalism in relations with company personnel; ● recognisability of company personnel and the tasks they perform; ● containment of waiting times at counters; ● compliance with 'no smoking' regulations on vehicles and in premises open to the public

public; ● easy accessibility of the complaints procedure, as well as timely response; ● use of the service in compliance with the standards set out in this Charter

of Mobility.

5.2. TRANSPORTING CHILDREN

Each adult passenger with a valid ticket may take one child under the age of 6 years (provided that they are in possession of proof of age in doubtful cases). Those accompanying more than one child under the age of 6 must purchase a ticket for every 2 children, at the fares provided for the transport of persons. It is permitted to travel on buses with pushchairs or prams as long as the devices comply with current regulations. The transport of children with pushchairs or prams on buses EUROSAR SELF-SERVICES takes place under the full and total responsibility of the traveller, including for any damage that may be caused to company property or to other persons and things. The transport of prams and pushchairs is not subject to payment of a ticket in addition to that due from the passenger carrying them. On vehicles in extra-urban service, pushchairs and prams must always be folded and stored in the luggage compartment for the duration of the journey.

5.3. ACCESSIBILITY FOR PEOPLE WITH DISABILITIES

Persons with disabilities or reduced mobility who wish to travel with company buses, they must inform the Olbia office in advance, at least 20 hours in advance, of the times of the trips they intend to use; this is so that the service can be organised in time for a personalised management of the request and to guarantee, for the same trips, the use of suitable buses (for addresses and telephone numbers please refer to the chapter "Relations with the User", paragraph "User Information").

5.3.1. Reserved Places

Seats marked with a special plate are reserved for people with disabilities and, as a secondary measure, the elderly. Those entitled to these seats, should they find them occupied, may request the driver's intervention to enforce compliance.

5.4. LUGGAGE TRANSPORT

The User, in possession of a regular ticket, has the right to transport two pieces of luggage free of charge on extra-urban routes, provided that they do not exceed the dimensions of 50x30x25 cm and do not weigh more than 20 kg; the luggage must be placed and stored, under the User's sole responsibility, without obstructing or disturbing other Users, in the compartments available on board (e.g. hat racks, space under the seat, etc.). It is not permitted to place luggage in the aisles or on the seats or in any other manner that causes obstruction or danger to Users. Luggage weighing or measuring more than the above limits may not in any case be placed in the overhead compartments; subject to the driver's approval, it may instead be placed in the luggage compartment, where present. Compatible with the capacity and capacity of the luggage compartment, the User may transport a third piece of luggage, subject to payment according to the fare system in force at the time of use of the service (currently: in extra-urban areas, the fare is equal to a one-way ticket); voluminous luggage (dimensions greater than 50x30x25 or weight greater than 20 kg) is also subject to payment of this fare, even if it is the User's only luggage. In all company vehicles, for safety reasons, it is forbidden to transport cylinders of compressed, dissolved or liquefied gas and in any case explosive, inflammable, corrosive, dangerous, harmful and contaminating materials (the transport of which is regulated by special regulations); it is also forbidden to transport fragile, precious materials, containers containing, for example, wine, oil and their assimilates. Users who transport luggage that does not comply with the above will be liable for any damage caused to third parties or property. If the vehicles are crowded and there is no possibility of accommodating luggage, transport may be refused. All luggage travels at the care and responsibility of the owner; the Company shall not be liable for theft, loss, deterioration or tampering of the items transported. The transport of unaccompanied luggage is not permitted.

5.5. BICYCLE TRANSPORT

Each User may transport free of charge one foldable bicycle, suitably folded to reduce the overall dimensions as much as possible, with dimensions not exceeding 80x110x40 cm and which does not cause danger or inconvenience to other Users. If the overall dimensions of the bicycle exceed these measurements, the User may transport a maximum of one bicycle by purchasing either a Simple Journey ticket for the same journey or a special bicycle ticket at the fixed price of €3.50 (valid 24 hours from validation). Non-folding bicycles can generally only be transported if there is space available; in the event of particular crowds or in special situations, it remains the responsibility of the staff EUROSAR SELF-SERVICES allow them to be carried on board. In any case, it is possible to transport:

● on suburban buses equipped with luggage compartment: maximum 2 bicycles;

Users who purchase tickets by car also pay the surcharge for the bike. The actual availability for bike transport can only be verified by the User at the time of departure, he/she must personally carry out the loading and unloading operations and is responsible for the safekeeping of his/her own bike and for any damage caused to his/her own and others' bikes, company staff, cars and third parties.

5.6. TRANSPORTING SCOOTERS

In analogy to folding bicycles, each User may transport free of charge an individual mobility vehicle, such as scooters (but also hoverboards, monowheels, etc.), suitably folded in order to minimise bulk. The actual availability of space to transport the vehicle as well as bicycles can only be verified by the User at the time of departure. It is understood that the user must personally carry out the loading and unloading operations and is responsible for the safekeeping of his or her own vehicle and for any damage caused to his or her own and others' vehicles, to company staff and to the company's staff. others' vehicles, company staff, vehicles and third parties. All vehicles (bicycles, scooters, etc.) must be driven by hand in company areas (e.g. at (e.g. in bus stations, stations, tram platforms, etc.).

5.7. TRANSPORTING DOGS AND PETS

5.7.1. General Terms and Conditions

With regard to all types of dogs and pets, the following general conditions of carriage apply, which, if not complied with, do not allow access on board:

● are not in visibly poor hygienic conditions; ● they do not display aggressive behaviour ● the dogs are in possession of a certificate of registration with the dog registry office; ● dogs are provided with a leash and wear a muzzle ● there is a seat available and they stand on the floor next to the passenger.

Small sizethey are always allowed on board without time restrictions; they travel free of charge held in the passenger's arms or contained within special carriers with a maximum size of cm (50x30x25). Medium and large sizeare admitted for a fee (cost of the one-way ticket for the route travelled), with a limit on the number (maximum three per vehicle) and with a ban at the following peak times: 07:00 - 9:30 and 13:00 - 15:00. Guide dogs for the blind are always allowed on board and are exempt from ticket payment. Travellers are obliged to compensate for any damage caused by their animal. The assessment of admissibility and stay on board is entrusted to the staff EUROSAR SELF-SERVICES according to the general conditions of carriage set out above.

5.8. DUTIES OF THE USER

The user has a duty to:

● use company services only after validation of a regular title of

travel; ● do not occupy more than one seat ● not to soil or damage the vehicle. In the event of acts of

vandalism or damage, EUROSAR SELF-SERVICES will proceed in

civil and criminal proceedings against those responsible;

● respect company personnel; ● respect the 'smoking ban', including with electronic cigarettes ● behave in such a way that they do not disturb other people or

in any way compromise the safety of the journey and have a

appropriate and dignified clothing (no shirtless or swimming costume);

● hold on to the appropriate supports and occupy any seats that may be

free; ● do not transport objects classified as harmful and dangerous; ● comply with the rules for transporting luggage and animals; ● facilitate during the journey for persons with disabilities, PRM, the elderly and the

pregnant women, not occupying the seats reserved for them; ● requesting stops in good time; not improperly use emergency devices; boarding and alighting from vehicles only when the vehicle is stationary and in

at company stops;

5.9.1. Gratuity

On all lines EUROSAR SELF-SERVICES of local public transport, free travel is granted, subject to presentation of the card attesting to possession of the requirements, to officers (without limitation in number) and judicial police officers (two per vehicle) belonging to the following corps: Carabinieri, Guardia di Finanza, State Police, Penitentiary Police, State Forestry Corps, Forestry and Environmental Surveillance Corps of the Autonomous Region of Sardinia.

5.10. ADMINISTRATIVE SANCTIONS

Users who upon verification, carried out by company employees holding the position of Administrative Police Officer, are found to be without a valid and suitable ticket or with a forged or altered ticket, shall be required to pay an administrative fine. The offences are provided for by Regional Law No. 17 of 3 July 2015 and are distinctly contemplated in the paragraphs of Article 4. The same law also provides for penalties for damage to equipment or company assets instrumental to public transport (offences under Article 29 of Presidential Decree No. 753/1980). The User, within the term of 30 days, is entitled to lodge an appeal against the administrative penalty, pursuant to Article 18 of Law no. 689/1981. 22

5.11. USER IDENTIFICATION

The passenger, in the event of being charged with an administrative offence or in the case of possession of a personal ticket, is required to show a valid identity document to the company staff in charge of the verification/check. In the event of failure to produce it, the company agent, as Administrative Police Officer, has the right to invite the evader to disembark from the vehicle in order to submit him/her to the competent police body for identification. The evader who declares false personal details will be prosecuted under Article 496 of the Criminal Code.

5.12. LOST PROPERTY

All lost items found on board or on company premises are registered and kept at the competent Territorial Headquarters for 2 months; after this period, they are forwarded, if no claim is made, to the Municipality of the locality where the Territorial Headquarters concerned is located. If the competent Municipality does not accept the found objects for any reason whatsoever, the two months after they are found, they will be disposed of or given free of charge to charitable associations. Information on lost property can be requested by calling 0789/67555 or emailing info@eurosar.it

6. RELATIONS WITH USERS

6.1. USER INFORMATION

The staff of EUROSAR SELF-SERVICES is required to treat users with respect and courtesy, facilitating them in exercising their rights and fulfilling their duties. WHEREAS relations are understood to mean both the requests the citizen makes to the company and the behaviour of the company's staff in the face of these requests (and in any case throughout the performance of their work).

Relations between Users and the Company may be through: ● Staff EUROSAR SELF-SERVICES at the Olbia and Padru sites; ● driver of the vehicles; ● telephone (with the office in charge of relations with the User) ● written communication.

EUROSAR SELF-SERVICES Therefore, it constantly takes care of aspects related to the behaviour of company staff in direct contact with the public and defines how to respond to user reports.

6.2. COMPANY CONTACT DETAILS FOR INFORMATION

The telephone information service answers the single number 0789/67555 operating from 8.30 a.m. to 12.30 p.m. on weekdays.

Further references include: ● Website: www.eurosar.it ● Company e-mail: info@eurosar.it

6.3. COMPLAINTS

If the User wishes to complain about a disservice, he/she may submit a specific communication, within 3 months, through the following channels:

● website, www.eurosar.it

● to the company e-mail info@eurosar.it; ● by postal address; Olbia Autoservizi Eurosar office via Asti 20/a -

07026 ● to the PEC address info@pec.eurosar.it

You may submit your complaint in Italian or English and will receive

reply in the same language. The complaint, in order to be considered, must

contain at least the following information:

● the identification details of the User (name, surname, address) and of the representative, if any representative, attaching in this case the proxy and an identity document of the User;

● the identification references of the journey made or planned (date, time of

departure, origin and destination).

● the description of the service inconsistency detected with respect to one or more

requirements defined by European or national legislation and the Service Charter

(Mobility Charter). The company has set up a specific Complaints Register

in which it is noted for each individual complaint:

● a progressive identification number; ● the author's personal details; ● the date of submission; ● the preliminary investigation activities carried out.

EUROSAR SELF-SERVICESwithin the 30-day period necessary to carry out the

appropriate checks and verifications, it will formally communicate, in writing,

to the User:

● whether the complaint was upheld or rejected and the outcome of the findings, if any; ● the cause of the disservice; ● any responsibilities; ● the corrective action taken to prevent recurrence of the inefficiency ● the right to compensation or reimbursement, if any.

In the automotive service, in cases of particular complexity, where it is

further investigation is necessary, the final answer to the complaint

can be provided within the 90-day period.

If no reply is received by the deadline, the User may activate the following procedures:

● out-of-court dispute resolution procedure; ● file a complaint with the ART in the manner set forth in the

specific section. In the event of a reply after the above-mentioned deadlines, the User has

also entitled to receive automatic compensation under Measure 6 of the

resolution ART 28/2021, commensurate with the price of the individual trip attributable to the

transport service at no less than:

● 10% for tickets, 5% for monthly subscriptions and 1/12 of 5% for

annual subscriptions, in the event of an answer given between the 91st and 120th day after the

receipt of the complaint;

● 20% for tickets, 10% for monthly subscriptions and 1/12 of 10% for

annual subscriptions, if no reply is received by the 120th day after the

receipt of the claim. Compensation is not due if the amount thereof is

less than EUR 4.

6.4. TRANSPORT REGULATORY AUTHORITIES

If the terms provided for by the date of submission of the complaint have expired to no avail, the Users, also through associations representing their interests, have the right to submit a complaint in second instance to the Transport Regulatory Authority, by means of the Telematic System for the acquisition of complaints (SiTe), accessible from the website www.autorita-trasporti.it, or by sending the special "Complaint Form" available on the same ART website, to one of the following addresses

● registered mail: Autorità di Regolazione dei Trasporti, Via Nizza 230,

10126 Turin; ● certified e-mail: pec@pec.autorita-trasporti.it; ● ordinary e-mail: art@autorita-trasporti.it.

6.5. RAS TRANSPORT DEPARTMENT PORTAL: 'REPORTS A DISSERVICE"

Through the portal www.sardegnamobilita.it/disservizi, set up by the Transport Department of the Autonomous Region of Sardinia, users can report inefficiencies via the web. Reports are addressed simultaneously to the transport company and are analysed with a view to improving the quality of services, both through immediate interventions and through strategic policies closer to the needs of citizens. The right to report an inefficiency through the portal is granted to travellers in possession of a valid travel document (ticket, season ticket, etc.). A photograph of the ticket will be required to make a report.

6.6. REQUEST FOR REIMBURSEMENT

6.6.1. Reimbursement for Automobile Transport Services

EUROSAR SELF-SERVICES grants Users the right to reimbursement of the value of the ticket purchased, limited to the cost of the individual trip.

The prerequisite for reimbursement is the failure to make the connection or the failure to reach the User's destination, if the Company has not provided alternative means; no reimbursement is due in the event of inefficiency due to force majeure. The User shall send the request for reimbursement within 7 days following the alleged inefficiency according to the methods defined in paragraph 6.6.4.

6.6.4. Method of requesting reimbursement and response time

The request for reimbursement, accompanied by a concise description of the inefficiency suffered and a copy of the duly validated ticket, must be formally submitted:

● via the website: www.eurosar.it ● by PEC to the address: info@pec.eurosar.it ● via the e-mail address: info@eurosar.it, with acknowledgement of receipt; ● via postal address Olbia office, Autoservizi Eurosar via Asti 20/a -

07026

Users may apply for reimbursement in both Italian and English and the Olbia Autoservizi Eurosar office via Asti 20/a - 07026

a reply will be guaranteed in the same language in which the request was received. Reimbursement may be in the form of vouchers redeemable for other travel documents EUROSAR SELF-SERVICESwith flexible conditions regarding the period of validity, or, alternatively, at the User's choice, with a cash payment. Within 30 working days from the date of receipt of the reimbursement request, after the necessary verifications have been carried out, EUROSAR SELF-SERVICES will proceed to transmit to the address indicated by the applicant the communication of the bonus awarded or the transfer made. The communication will also be sent in the event of non-recognition and therefore non-acceptance of the request.

In the event of an incorrect purchase of two subscriptions in the name of the same person, valid on the same connection and for the same period, EUROSAR SELF-SERVICES recognises the redemption of only one title.

6.7.4. Method of claiming compensation and response time

The request can be made through the following channels:

● submission of the request via the website, or by e-mail, with release in each

case of an appropriate receipt;

● by postal address Olbia office, Autoservizi Eurosar via Asti 20/a -

07026.

Users may submit claims in both Italian and English and will receive a reply in the same language. Compensation may be paid in the form of vouchers redeemable for other travel documents EUROSAR SELF-SERVICES or, alternatively, at the User's choice, with a cash payment. The vouchers shall have flexible conditions regarding the period of validity and destination. At the time of application, the season ticket holder shall enclose:

● copy of the ticket (monthly or annual season ticket); ● copy of identity document; ● must also specify whether they intend to receive compensation in the form of vouchers

expendable on other tickets EUROSAR SELF-SERVICES or with the payment in

money. In the latter case, it must indicate the IBAN at which it will receive the

transfer. EUROSAR SELF-SERVICESwithin 30 days from the date of receipt of the

claim and after the necessary verifications have been carried out,

will proceed to transmit, to the e-mail address indicated by the applicant, the

notice of acceptance or rejection of the claim. The communication will also be sent in the event of non-recognition

of the indemnity and therefore non-acceptance of the claim. In particular, the indemnity will not be awarded:

● to holders of free tickets; ● if the amount of compensation is less than EUR 4.

6.7.5. CLAIMS FOR DAMAGES

EUROSAR SELF-SERVICES provides compensation for personal injury and property damage caused by its own ascertained liability in the following cases:

● for damage caused to third parties - persons, vehicles, property - by the circulation of the vehicles

company; ● for damage caused to passengers, both on and off the vehicle

company; the luggage brought along and in general the things transported by third parties travel

under the responsibility of the owner;

● for loss of or damage to mobility equipment or other

specific equipment for people with disabilities or reduced mobility.

In order to qualify for reimbursement, it is necessary that ● immediately after the damaging event, at the first useful stop, the passenger

provide their personal details and a precise description of the damage suffered, to the

bus driver;

● the claim is formally reported in a timely manner by the

occurrence of the event constituting its precondition, by means of

registered mail to the address: EUROSAR SELF-SERVICES Olbia office, Autoservices

Eurosar via Asti 20/a - 07026 by PEC to the address: info@pec.eurosar.it

giving a detailed description of the event, the day, the time, the exact location

of the accident, the line and the company vehicle involved. The company will provide,

after the necessary verification activity, to: ● forward the complaint to the Insurance Company for the activation of the procedures of

liquidated damages and to provide the injured party with consequent formal

feedback. Or:

● within 30 natural and consecutive days of the request, to inform the applicant of the negative outcome of the verification, inviting him to produce further elements or

means of proof. EUROSAR SELF-SERVICES is only liable for damages

directly caused by its own conduct, whereas it does not assume any

liability for events caused by passengers or third parties.

6.8. CAR SERVICES - REQUESTS FOR THE ESTABLISHMENT OF NEW STOPS OR ROUTES

The establishment and modification of stops and routes are the responsibility of the Autonomous Region of Sardinia. Users are therefore invited to forward any requests in this regard to the competent Department of Transport and, for information, to AUTOSERVICES EUROSAR.

7. QUALITY OF SERVICE

In order to verify the quality of the service offered, EUROSAR SELF-SERVICES has identified a set of factors, indicators and units of measurement, which it undertakes to monitor, in order to ensure that services are provided within the set standards. These standards are divided into general, i.e. referring to all the services provided by EUROSAR SELF-SERVICES and specifics.

General standards establish the quality objectives to be achieved in the whole of the activities provided in a given period of time taken as a reference and are therefore not immediately verifiable by Users. Specific standards define the individual services that are directly demanded by the User in terms of quantity, quality and time, allowing for an immediate check on their actual compliance.

7.1. SERVICE QUALITY INDICATORS

EUROSAR SELF-SERVICES also taking into account the provisions of the Service Contract, has defined the following Quality factors:

● Continuity of service and adherence to the planned number of trips and stops.

● Regularity and punctuality of the Service.

● Reliability of Service and Frequency of Journeys.

● Accessibility to the Service and convenience of stops.

● Travel safety and uncrowded rides.

● Cleanliness and comfort

● Environmental Protection

● Drivers' driving conduct

● Security against theft, pickpocketing and harassment

● User protection, courtesy, politeness and appearance of staff.

The company works to ensure that the process of continuous improvement of its operational systems, as included in the Quality System, leads to the provision of a service that increasingly meets the expectations of its users.

7.1.1. Continuity of Service

AUTOSERVICES EUROSAR, ensures the provision of public transport services on the regional network, as indicated and constantly updated on its corporate website: www.eurosar.it.

The service is provided without interruption on all weekdays of the year, with the exception of what is established by the Region of Sardinia; however, the User is promptly informed (e.g. reduction of services during Christmas holidays).

7.1.2. Regularity of the Service

EUROSAR SELF-SERVICES undertakes to adhere to the following standards for scheduled service times ● containment within five minutes of the scheduled time for the

departing lines; ● containment within 0.4% of the trip cancellation index (excluding the

causes not attributable to EUROSAR SELF-SERVICES)

7.1.3. Reliability of the Service and Frequency of Trips

EUROSAR SELF-SERVICES undertakes to guarantee the performance of all scheduled runs. In the event of a staff strike, the service is guaranteed to be provided within minimum guaranteed time slots, in accordance with current legal provisions and agreements with the trade unions. However, notice of the strike and time slots is given to the User, who is informed at least 24 hours in advance with notices sent to the local media (except for demonstrable force majeure). The same procedure is followed in the event of changes to the route of vehicles due to road disruptions or other.

7.1.4. Accessibility to the Service and Convenience of Stops

On the bus, the destination/route of the service is indicated with a suitable indicator. Along the route, appropriate stops are arranged for the user's easy use of the service. The positioning and distance of the stops are established by a special external commission, in charge of testing the lines (the minimum composition of which is made up of representatives of the Company, the Civil Motor Vehicle Authority - UTT or USTIF - and the Region of Sardinia).

Passenger timetables can be found and consulted on the website www.eurosar.it (menu "services and timetables"). Tickets and season tickets can be purchased on board the buses and at the company's Olbia office. For the subsidised season tickets and special tickets (e.g. tickets for persons with disabilities), please contact the Olbia office or send your personal data and contact details,

● to the postal address: EUROSAR SELF-SERVICES Via Asti 20/a 07026 Olbia (SS) ● to the email address: info@eurosar.it.

7.1.5. Tariff Facilitation

Information on fare concessions can be found at the following addresses: www.arst.sardegna.it/titoli_e_tariffe/ invalid_tickets.html https://www.sardegnamobilita.it/agevolazioni-tariffarie Article 26 of Regional Law No. 21/2005 provides for the application of tariff reductions in favour of disabled persons and war veterans for urban and extra-urban local public transport services. Pursuant to the aforementioned Article 26 of Regional Law No 21/2005 and Regional Council Resolutions No 67/5 of 16 December 2016 and No 47/3 of 26 November 2019, citizens resident in Sardinia with a degree of disability between: 50% and 79% and an annual income situation not exceeding € 18.000.00 and 80% and 100% with an annual income threshold not exceeding € 25,500.00 (more information at http://www.sardegnamobilita.it - regional tariff system). Requests for issue or renewal must be submitted electronically, through the "Sportello Unico dei servizi" information platform, which can be accessed from the website https://sus.regione.sardegna.it, procedure "Agevolazioni tariffarie per il trasporto pubblico locale a favore degli invalidi". The User must then complete and send, electronically, the appropriate request form accompanied by the necessary documents to prove possession of the requirements. The User's request will be sent by the system to the persons in charge of processing the application for the granting of the facilitation, who, after examining it, in the event of a positive outcome, will proceed to transmit to the applicant, via the same platform, the authorisation relating to the requested fare facilitation. Once the authorisation has been granted, i.e. once the procedure has been completed, the applicant will be able to go to the Aziende di trasporto to purchase tickets (both season tickets and individual tickets) at a reduced price, with proof of identity. The Department of Transport has entered into a memorandum of understanding with a number of associations that, by appointment, will be able to provide free assistance in the submission of applications. Further information can be found at the above-mentioned Internet address. The office to refer to is the Regional Transport Department located in Cagliari, Via XXIX Novembre 1847, no. 23. 40

7.1.6. Information to Users

Requests for information and clarification may be made by Users:

● by telephone by dialling the numbers indicated in this Charter; ● by correspondence ● via the Internet.

7.1.7. Accessibility for people with disabilities

See section 5.3 'Accessibility for people with disabilities'.

7.1.8. Reserved Places

See Section 5.3.1 "Reserved Places".

7.1.9. Travel Security

On the lines operated by EUROSAR SELF-SERVICESThe following indicators relating to annual vehicle accidents are constantly monitored:

● accidents caused by company vehicles; ● accidents caused by other vehicles; ● passenger deaths/km; ● injuries/year.

7.1.10. Personal and Property Security

EUROSAR SELF-SERVICES implements constant monitoring of the following indicator, relating to the personal and property security of passengers:

● complaints of theft, damage and harassment to Users; ● They are equipped with video surveillance systems; ● Beyond the 90% of buses;

7.1.11. Cleanliness and Comfort of the Medium

EUROSAR SELF-SERVICES takes care of the daily cleaning of vehicles and premises, adopting, with particular reference to the Covid-19 emergency, all the measures foreseen for epidemiological prevention through cyclic sanitisation interventions.

Travel comfort: ● air-conditioned buses: 100% of the fleet; ● buses with easy access: the 33% in the fleet;

7.1.12. Environmental Protection

EUROSAR SELF-SERVICES carries out periodic interventions to contain air pollution and protect the environment. The equipment of the fleet includes:

● The 66% in buses meets the EURO 5 standard; ● The 33% buses meet the EURO 6 standard

7.1.13. Staff Recognition

The staff EUROSAR SELF-SERVICES is equipped with an identification tag worn in such a way as to be clearly visible and thus guarantee easy recognition of the operators.

7.1.14. User Protection

Any violation of the principles and standards set out in this Charter may be reported to EUROSAR SELF-SERVICES Via Asti 20/a 07026 Olbia (SS) or by PEC at info@pec.eurosar.it or via the e-mail address: info@eurosar.it

The complaint shall be answered within a maximum of 30 days If the complexity of the complaint does not allow this deadline to be met, the User shall be promptly informed of the progress of the complaint. The Company has insurance contracts in place for any damage to persons and property that entitle it to forms of insurance reimbursement in favour of Users. For full information see chapter "Relations with the User".

7.1.15. Information to Users

To ensure that the User is kept constantly informed of procedures and initiatives that may affect him/her, EUROSAR SELF-SERVICES uses the following tools:

● company telephone number for users displayed on buses ; ● information material on board the buses ; ● Internet site: www.eurosar.it; ● direct communications in special cases.

7.2. CUSTOMER SATISFACTION

During 2024, Customer Satisfaction surveys were conducted in four different periods on a quarterly basis, starting in March 2024 and ending in December 2024.

The survey method involved interviews in the suburban area, a questionnaire was handed out, for the four different surveys, carried out at bus stops during waits and on board the vehicles. The sampling plan was stratified by lines. A total of 112 interviews were carried out,

7.2.1. Results of the Customer Satisfaction Survey 2023-24

The survey was carried out by interviewing more than 110 users, with the following distribution:

The overall rating per Service expressed by Users is as follows:

AUTOMOTIVE SERVICE overall assessment 44 With regard to the specific ratings expressed by Users, the graphs relating to the results grouped by the following topics are shown: "Information", "Company personnel", "Availability of travel tickets", "Organisation of the service", "Travel comfort", "Safety". Appropriate corrective measures will be taken in the course of the year 2024 for all aspects to be improved. 45 CAR SERVICE

INCLUSION OF SURVEY RESULTS 2024 4 GRAPHS

7.3. QUALITY MANAGEMENT SYSTEM

To meet the renewal needs imposed by changing market and customer demands, EUROSAR SELF-SERVICES has decided to pursue 'Service Quality' as a fundamental strategic factor to ensure the company's growth, engaging in organisational development activities aimed at improving Quality, with the establishment and maintenance of a Quality Management System in compliance with the UNI EN ISO 9001 standard:2015

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