Multichannel Contact Centre

The Multichannel Contact Centre (MCC) provides information and assistance to all citizens interested in the benefits and services of a social security and welfare nature provided by the Institute.

Contact Centre operators forward claims that require further investigation to the local competent INPS offices, which will then get in touch with the user and provide all the necessary clarifications. In addition, if the presence of the user is strictly necessary to define or process the claim or file, the operator books an appointment, agreeing with the user to meet at the INPS office, in one of the available ways.

The user can monitor the processing status of the claims (INPS Line) assigned to the competent local offices by logging into the  the  INPS Responds service or by calling the Contact Centre.

Users who access INPS services through SPID, CNS or CIE credentials can obtain a temporary telephone PIN code necessary for using services authenticated through the Contact Centre. Through the “TELEPHONE PIN” feature, present in the “Contact INPS” section within the reserved MyInps area of the institutional portal, you can choose to generate a temporary PIN whose validity can be one day, one week, one month or three months.

The telephone PIN is essential to be able to obtain from the Contact Centre any detailed information about your data and your personal details.

The Multichannel Contact Centre can be reached by dialling 803 164, free of charge from a land-line phone, or +39 06 164 164 from a mobile phone, charged according to the tariff applied by the various mobile providers.
 

The service is available from Monday to Friday, from 8:00 a.m. to 8:00 p.m., and on Saturdays from 8:00 a.m. to 2:00 p.m. (Italian time).

This service provides information and online services, in eight languages (Italian, German, English, French, Arabic, Polish, Spanish and Russian), using bilingual operators for foreign workers, non-EU workers and citizens residing in countries other than Italy. The foreign language service is active from Monday to Friday from 9 a.m. to 2 p.m., while it is not available on Saturdays.

Users, interacting by voice or by telephone keypad, will be able to select the service of interest, in such a way as to be directed to groups of specialized operators. At the end of the call, users will also have the opportunity to answer a short questionnaire about their interaction with the operator. 

The INPS Multichannel Contact Centre can also be reached from eleven European countries (Belgium, Denmark, France, Germany, Great Britain, Ireland, the Netherlands, Portugal, Spain, Sweden and Switzerland), by calling the following dedicated numbers:

Internet calls

Users can also call the Contact Centre via the Internet, using the VoIP WebCall service, available from all over the world in eight languages (Italian, German, English, French, Arabic, Polish, Spanish and Russian).

The service is available during the same hours as the Contact Centre:

• from Monday to Friday, from 8:00 a.m. to 8:00 p.m., and on Saturdays from 8:00 a.m. to 2:00 p.m. in Italian;
• from Monday to Friday, from 9 a.m. to 2 p.m. in a foreign language.

To access the service you need to have a stable internet connection.

Services provided by the Contact Centre

• Pension benefits;
• social-welfare services;
• services for work and employment;
• contributory and record management;
• services for companies and employers;
• disability management;
• payments and settlements;
• communication and assistance to the citizen;
• digital services.

Automatic telephone services

By contacting the Multichannel Contact Centre, you can use the automatic services in self-service mode, active 24 hours a day including holidays.

Through the automatic services, users can know the status of a case submitted or receive documents at home, without having to wait for a telephone operator to be available.

Download the Automatic Services Guide (pdf 271 KB) for more details.

Below is a description of the active automatic services:

• automatic service to consult the status of a claim submitted to the Institute. Through this service, for example, you can consult claims relating to pensions and income support benefits. To access the service, you must have your tax identification code, the identifying number of the file submitted (DOMUS number or protocol number) or your telephone PIN code;
• automatic service to consult the status of a claim relating to the Public Pension Scheme submitted to the Institute. Through this service, for example, you can consult claims relating to pensions, welfare and credit benefits of the former National Social Security Institute for Civil Servants of Public Administration (INPDAP) public pension scheme. To access the service, you must identify yourself by providing your name, surname and date of birth, and have the identification code of the file submitted or of the protocol;
• automatic service where you can learn the amount to be paid for the payment of domestic workers’ contributions. To access the service, you will need your Tax Identification Code and the identification code of the employment relationship;
• automatic service for sending the statement of benefit payments made by the INPS over the last year (pensions and income support benefits) to your residence. To access the service, you will need your Tax Identification Code;
• automatic service for sending the details of the pension instalment to verify the amount of benefits paid by INPS each month to your residence. To access the service, you will need your Tax Identification Code;
• automatic service for sending directly to your residence a copy of the Certification of the withholding agent, with which INPS certifies the emoluments paid in the reference tax year to the holders of pension, social security, welfare and income support benefits. To access the service, you will need your Tax Identification Code. The service relating to the Certification of the withholding agent is available when the relevant campaign is active and can be reached, in addition to calling the Contact Centre, also using the dedicated freephone number 800 434 320 from both landlines and mobile phones;
• automatic service for sending a copy of your contributions account statement to your residence, which lists all the contributions made to INPS in favour of the worker, broken down according to the schemes in which they are registered. To access the service, you will need your Tax Identification Code;
• automatic service for consulting the status of an INPS Line claim sent to INPS which allows you to see if the head office official has processed the claim or if it is still being processed. To access the service, you will need your Tax Identification Code and the identification number of the claim;
• automatic service to book access at the counter, in person or through telephone contact. To use the service, you must provide your Tax Identification Code and a mobile phone number for sending the booking receipt.

At the end of the call, users will also have the opportunity to answer a short questionnaire about their interaction with the reference automatic service.

Automatic information messages

On certain topics, citizens can also receive information clip automatically. To access them, simply call the Contact Centre, state your need and, before switching to a telephone operator, the automatic answering machine will provide useful information on the following topics:

• Nurseries bonus;
• PINs, access credentials for online services;
• delegation of digital identity;
• Disability Cards;
• Single and universal allowance (AUU);
• customised and interactive video guide for new pensioners;
• graduation redemption;
• illness allowance;
• notification services in the IO App: deadline for the payment of contributions to domestic workers;
• notification services in the IO App: notification of the progress of claims forwarded to the INPS Line;
• Inclusion Allowance (ADI);
• Work and Training Support (SFL);
• PINs, intermediaries and companies.

In addition, for some services, the automatic answering machine offers the user different options to provide detailed information. For example, users may choose to receive information about the requirements to access the benefit, how to submit the claim, the duration and effective date, or the related amount, for the following services:

• NASpI;
• Single and universal allowance (AUU);
• maternity/paternity leave;
• parental leave.