Contacting the Mediation officer

1. Contact customer services first

Before you can complain to the Mediation officer, you must present your complaint to RATP customer services and wait for its response.

2. Then contact the Mediation officer

If you are not satisfied with the response given to you by customer services, you can then complain to the Mediation officer.

Important: the Mediation officer will reject all complaints for which this procedure has not been followed.

3. Deadlines for making complaints

If you are disputing a reported offence, you must make your complaint to the Mediation officer within two months of that offence. Given that you also need to contact customer services within this time, if you intend to dispute a reported offence, it is essential that you get in touch with customer services as soon as possible after the offence.

Should customer services take longer than two months to provide a response, the Mediation officer will assess the situation on a case by case basis and decide whether or not to accept the case.

Complaints to the Mediation officer can only be made in writing.

Write your letter...

... by hand or on a computer and make sure you have included the following essential information:

- Personal details: Legibly write your first name and surname, your full address (including the building name or apartment number if relevant) and your telephone number (optional).

- Your penalty notice reference numbers (in the event of a reported offence): These are the first three letters and three numbers (e.g. AAA000), that appear on the top right-hand side of the blue penalty notice given to you by the ticket inspector.

- The nature of the dispute: In the case of an offence, explain the situation that led to you being reported and clearly specify the points on which you are basing your complaint. If you would like to contact the Mediation officer for any another reason, set out the facts and events that justify your complaint.

- Enclosures: Enclose with your letter any documents that might support your request. Do not send original personal documents, except for travel tickets or RATP documents such as a penalty notice or receipt. All personal documents, even photocopies will be returned to you once your case has been investigated.

Send your case file...

by standard mail or recorded delivery with acknowledgement of receipt. All complaints must be sent to the following address:

Monsieur le Médiateur
RATP
LAC A9A
54, quai de la Rapée
75599 PARIS CEDEX 12
FRANCE

Pay attention to the deadlines

For reported offences, customers have two months from the day of the offence in which to contact the Mediation officer. Whether a customer chooses to complain to the Mediation officer directly or through a consumer group, they must first present their complaint to customer services as soon as possible.