For our passengers
Relationship with consumer associations
RATP maintains relations with accredited consumer associations as part of a consultation agreement set up in 1987. The protocol formalises the dialogue and defines the terms of consultation. Each month current events are shared and discussed, and new projects are explained and monitored. An annual report summarizing the year’s work is sent to these associations and is also available on the RATP website. Moreover, a “Letter to Associations” is published each quarter, and is widely distributed to associations and institutional players.

01. Download the Letter to Associations

02. The 2017 Report on Relations with Consumer Associations is now on line.

In 2017, as in previous years, very productive discussions were held with representatives of consumer associations and transport user associations. These meetings have enabled us to cover numerous themes of importance to our company and our passengers in the Île-de-France region. They facilitate regular discussions on the development of public transport in the Île-de-France region in the years ahead. You can download the 2017 report below:

03. The 2016 Mediator’s report

The RATP Mediator’s annual report is now online. The number of complaints filed with the RATP Mediator was up by nearly 50% at 1,646 cases in 2016, compared to 1,127 cases in 2015.

The Mediator handled 953 cases in 2016.

In 55% of the cases handled, the Mediator’s recommendations were favourable or partially favourable for the plaintiff.

For the record, there are four main reasons why a case might be considered inadmissible: the complaint falls outside of the Mediator’s scope of expertise; mediation is rejected (failure to submit the documents requested by the Mediator); and, concerning violations, the case was either filed prematurely (it must first be filed with passenger services), or past the deadline (later than the two-month period following a violation).

Commitments Passenger Relations Mediator