Clarity, usefulness and immediacy are the criteria that RFI has set out for communicating its commitments to the public in its Service Charter, in relation to the quality factors indicated by the regulations for companies providing transport services. For this reason:

• All objectives are presented in relation to the service area/activity to which they relate, together with an explanation of the indicators selected, and a summary of the results achieved in the previous year;
• To make it accessible to all, including people with disabilities, the RFI Service Charter is also disseminated in web format at www.rfi.it;
• Starting in 2025, RFI has decided to implement a more challenging indicator for the target values of indicators measured through customer satisfaction surveys, by referring to the percentage of fully satisfied people (those who gave scores from 7 to 9 on a scale of 1 to 9) instead of the percentage of satisfied people.

The objectives stated in the Service Charter - concerning RFI’s activities commitment to environmental and social sustainability standards, in line with FS Group's sustainability governance strategies and tools - are aimed at strengthening a business model that can nurture a sustainable development process also through the progressive refinement of ESG governance, planning and accountability models and tools.

Furthermore, these objectives contribute to the continuous improvement of the corporate sustainability performance, reported annually in the Consolidated Sustainability Report included in FS Group's Integrated Report, in line with Legislative Decree 125/2024 and Directive 2022/2464/EU (Corporate Sustainability Reporting Directive).