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Home > Group > The RATP group > Mediation officer > Rights and duties

Customer services

To answer its customers' questions, RATP has set up a customer services telephone line. What is more, each of its networks (Bus and Tramway, Metro, RER) also has a customer services department responsible for dealing with various customer queries: complaints (following reported offences, for instance), observations and suggestions.

If you want to make a complaint to customer services, remember to have ready all of the documents you will need to support your case.

You are reminded that if you want to make a complaint to the Mediation officer, you must have first contacted a customer services department and received an unsatisfactory response.

Who to contact, particularly following a reported offence.

1. You want to dispute your offence

In all cases, first make sure you have all of the documents you need to support your complaint.

You can:

- contact Telephone Customer Services on 32 46 (€0.34 a minute) from 7am to 9pm Monday to Friday and from 9am to 5pm on Saturdays, Sundays and bank holidays.
- send an email via the ratp.fr website through the "useful contacts" tab of the "more passenger info" section.
- write to or visit * the following addresses:

Place where the offence was reportedBUS-Metro-RER-TramwayMetroRER ARER B
Customer ServicesCML/SCC Customer ServicesMetro Customer ServicesRER A Customer ServicesRER B Customer Services
Address

13 rue Jules Vallès
75547 PARIS
Cedex 11

31 rue Belliard  75018 PARIS 

54 quai de la Rapée
75599 Paris Cedex 12

Forum des Halles
CIDEX 23
75045 PARIS Cedex 01

73 boulevard Saint Jacques
75014 PARIS

Opening hours*From Monday to Friday
08:30 - 18:00		From Monday to Friday
08:30 - 19:00		From Monday to Friday
08:00 - 19:00		From Monday to Friday
8:30 - 12:00
and 13:15 - 17:00		From Monday to Friday
8:30 - 12:00
and 13:15 - 17:00
Customer Welcome Service21 rue Jules Vallés
75011 PARIS

During opening hours		During opening hoursBy appointmentNo customer welcomeNo customer welcome

* All customer services are closed on bank holidays

2. You want to pay your penalty notice fine

Payments can be made either:

- by bank card by telephoning: +33(1).58.77.18.77,

- or by cheque or postal order made payable to RATP at the following address:

Centre de Recouvrement des Infractions
LAC  JV88 – Comptabilité, bureau 284
13 rue Jules Vallès 75547 PARIS Cedex 11
FRANCE

- or in cash in person:

  • from Monday to Friday from 08:30 to 18:00

Centre de Recouvrement des Infractions
21 rue Jules Vallès
75011 PARIS
FRANCE

  • from Monday to Friday from 08:30 to 19:00

Service Clientèle CML/SCC
31 rue Belliard
75018 PARIS
FRANCE  

Ticket inspectors

Ticket inspectors have the job of checking the validity of tickets, which all passengers must be able to present when using the RATP networks.

Reporting of offences

When an offence is recorded, the ticket inspector first of all gives the offender the opportunity to pay an on-the-spot fixed fine as permitted by the regulations. If the offender refuses to pay this fine, the inspector issues a penalty notice which includes administration costs.

Customer services

To answer its customers' questions, RATP has set up a customer services telephone line. What is more, each of its networks (Bus and Tramway, Metro, RER) also has a customer services department responsible for dealing with various customer queries: complaints (following reported offences, for instance), observations and suggestions.

The Good Passenger's Guide

The "Good Passenger's Guide" is a very quick way for customers to learn about the rules they need to follow when travelling on the RATP networks as well as the terms and conditions of the transport contract.

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