Presentation

Customers can contact the Mediation officer to voice their concerns about anything that falls within his remit. Independent from the company's internal organisations, the Mediation officer lies outside the hierarchy. He is appointed by the Chairman and CEO to whom he submits an annual report of his activity. This report is available to the public and is presented to the consumer groups.

The Mediation officer offers customers a service which facilitates dispute settlement that is:

• personalised,
• easy to access,
• free,
• and fast,
• irrespective of the financial significance of the dispute.

The Mediation officer verifies the facts claimed by the customer and looks into whether the applicable rules were followed (particularly for complaints related to a reported offence); he also takes all contextual elements into account. To do this he can launch an immediate enquiry with the departments concerned and ask the customer to provide further information. The Mediation officer guarantees each party that his decision will take into account all of the information brought to his knowledge.

At the end of the investigation, the Mediation officer pronounces an irrevocable and immediately enforceable decision. This decision does not set a precedent and it cannot be used to obtain a future decision.

The Mediation officer regularly sends his observations, comments and details of his enquiries to RATP departments on issues, questions, criticisms and misunderstandings that have been raised by customers. This helps RATP improve its quality of service.

The transport contract is entered into when a ticket is purchased and then validated when the ticket holder enters a controlled area (when they pass through a ticket barrier, get on a bus or tram, etc.).