Città di Torino

The UNAR Contact Centre has been open since 10 December 2004 and can be reached by calling freephone 800 90 10 10 or via Internet. Its services are:

• the collection of reports, and evidence regarding facts, events, situations, procedures and actions which, either for reasons of race or ethnic origin, deny conditions of equality;
• the offering of immediate aid to the victims of discrimination, supplying information, guidance and psychological support;
• the accompaniment of the victims of discrimination during legal proceedings, should they decide to take legal action to ascertain and suppress the abusive behaviour.

The contact centre, run by the National Office against Racial Discrimination (UNAR) and the ACLI Association – which has a network of 8,000 structures all over the country – can rely on an advisory and technical service guaranteed by a team of experts at head office and in the focal points, corresponding to 5 geographic macro areas, in the offices of Padua, Milan, Rome, Naples and Catania.

The freephone number is operational from Monday to Friday, from 10:00 a.m. to 8:00 p.m. and is available in Italian, English, French, Spanish, Albanian, Arabic, Russian, Romanian and Mandarin Chinese.

The service is split into two levels.

• The first level regards the collection and examination of reports, as well as the search for information to solve the cases investigated. In the case of a telephone report for which a solution is possible and available, the first level contact centre solves the user’s case in real time.

• Should it be impossible for the contact centre staff to solve the problem in real time, and if the request arrives from channels other than the telephone, the first level forwards the report to the second level, within the UNAR, which registers the request and, under the supervision and with the coordination of the Office’s experts, proceeds with solving the case.

Any request, be it of first or second level, ends with a final communication to the user.