Regulation of public services
RATP's Mediation officer is a founding member of the Club des Médiateurs de services au public (Public Service Mediation officer's Club) created in 2002.
This club groups together fifteen Mediation officers who operate in companies or institutions.
The Public Service Mediation officer's Charter
In 2004, the Mediation officer's
Club drew up a Public Service Mediation officer's
Charter. Its members all share the same vision of the type
of service they want to provide to citizens, customers and users: one that
listens, offers constructive dialogue and looks for the amicable settlement of
The Club is a place for sharing experiences and information. It has built up a positive ongoing relationship with consumer groups, and in 2008 a partnership guide was created to promote the involvement of these groups in regulation actions and initiatives.
The Club is a priceless place where experience, knowledge and information can be shared. It also organises meetings on specific issues.
In 2009, several issues were discussed during these meetings, in particular the adaptation of European Directive 2008/52/EC of 21 May, 2008 and the potential entry of class action into French law. In addition, a working group has been created assigned with the task of defining the training needs of the Club's members and teams and devising an appropriate training programme. Lastly, the Partnership guide between the Club and the consumer groups, the result of many months of hard work, has now been publicised. This guide attests to the vitality of the relations held between the Club and the consumer groups. Its goal is to promote the involvement of consumer groups in mediation actions and initiatives because these groups play an important role in providing consumers with information and advice and acting as liaisons.