Complaints may be filed with the Mediator either online or by post at the address indicated below. Please explain the situation as clearly as possible and include any supporting evidence.
To contact the Mediator
If you have filed a complaint with RATP Customer Service and are dissatisfied with the response, or if you have not obtained a response within one month, you may contact the Mediator.
The Mediator intervenes at the passenger’s request to resolve, amicably and free of charge, a dispute that he or she has with RATP or one of its passenger transport subsidiaries in France. A wide variety of disputes can be handled, including those regarding the sale of travel passes and tickets or dealing with questions about the quality of service, or concerning violations. The Mediator is available to hear customers’ complaints on all subjects that fall within her competence. Each mediation request is important and is treated in-depth, equitably and impartially. The Mediator is independent of RATP’s internal structures.
Complaints may be filed with the Mediator for any consumer-related disputes, including disputes relating to the sale of travel passes and tickets or the quality of service, or concerning a violation.
The client must first file a written complaint with RATP’s Customer Service or with the subsidiary concerned. If the client is not satisfied with the response, or does not receive a response after one month, he or she may then proceed to file a complaint with the Mediator within a period of up to one year from the date of the written complaint to RATP or its subsidiary. For penalties and violations, passengers have a 2-month filing period from the date of the violation.