Words you will hear at Italian offices: sportello, pratica, protocollo and more
Even with good Italian, office language is its own dialect. These are the words that come up most often at counters and in letters, with what each one means for you and what to ask. Learn ten of them and the visits get easier.
At the counter
Sportello: the counter or service window. Ask: Quale sportello si occupa di questo? (Which counter handles this?)
Pratica: your case file. Ask for the pratica number or name so you can refer to it later.
Modulo: a form. Ask: Dove posso trovare il modulo? (Where can I find the form?)
Appuntamento: an appointment.
Numero: the ticket you take at the door; wait for it to be called.
On documents
Originale / copia: original / copy. Always ask which one they want.
Fotocopia: a photocopy. Some offices want you to bring your own.
Allegato: an attachment. Letters often list the allegati they expect.
Certificato: a certificate issued by an office.
Attestazione: a statement confirming a fact.
Autocertificazione: a signed self-declaration in place of a certificate.
Marca da bollo: a revenue stamp some procedures require.
About proof
Ricevuta: a receipt. Always ask for one.
Protocollo / numero di protocollo: the official registration number given to something you submit. It proves you submitted it and when.
Timbro / timbrato: stamp / stamped. Ask for a stamped copy.
Convocazione: an official summons to an appointment or hearing.
About other people acting for you
Delega: written authorisation for someone else to act or collect for you. Ask what the office needs with it.
Procura: a stronger authorisation, often needed for formal acts.
Istanza: a formal request to an office.
In letters and notices
Avviso: a notice. Read it for dates.
Entro il: by this date. Photograph and note it.
Si prega di: please. Many letters begin this way.
Raccomandata: registered mail.
How to use this list
Print it or save it on your phone.
When you hear a new word, write it down with the office and the date.
Ask the person to explain in simple Italian, or to write it.
Add it to your own list.
Common mistakes
Nodding when you do not understand. Ask them to repeat or write it down.
Not asking for the protocollo number after submitting something.
General information only, not legal, tax or immigration advice. Procedures vary by city and individual situation, so confirm with the relevant office. See the full disclaimer.