Customer Service Charter
To view the Customer Service Charter, click here.
The Service Charter describes the services offered by GOFO Italia, the related delivery conditions, quality standards, as well as the procedures for filing complaints and the refund and compensation processes.
Support and Complaints
For information on postal services, reports, or to file a complaint regarding a service issue, you can contact customer service at the following:
Email: cs@it.gofo.com | Phone: +39 02 9994 9488
Support is available Monday to Friday, 9:00 AM to 6:00 PM. GOFO Italia commits to responding to complaints within 45 days of receipt.
Conciliation Procedure
If a complaint has not been satisfactorily resolved or has not received a response within the prescribed timeframe, the user may initiate the conciliation procedure under AGCOM Resolution No. 184/13/CONS. The request can be sent to: cs@it.gofo.com.
If conciliation does not produce a satisfactory outcome (in whole or in part), the user may request that the dispute be resolved before AGCOM by submitting CP Form according to the procedures indicated by the Authority.
Service Quality Report
In accordance with Art. 9 of Annex A to AGCOM Resolution No. 413/14/CONS, GOFO Italia publishes an annual report on postal service quality, containing quality indicators, established standards, and results achieved in the reference year. The report is published by June 30 of the year following the reference year.
