The customer must firstly have submitted their complaint in writing to RATP Customer Service or to the customer service department of the subsidiary concerned, to RATP Group's legal department or to the Navigo Agency. If the reply is not to the customers’ satisfaction or if they have not received a reply within one month, they may then contact the Mediator within a one-year period from the time of the first written complaint sent to RATP or the subsidiary concerned, to the RATP Group's legal department or to the Navigo Agency. As regards a fine not paid by the customer, the customer has 3 months to pay the fine starting from the date of the offence.
To contact the Mediator
If you have made a complaint to Customer Service and you deem the reply to be unsatisfactory, or if you have not received a reply within one month of your request, you may contact the Mediator.
In the event of a dispute after receiving a fine that you did not pay on the spot or a dispute with the collection department, you only have 3 months from the date of the fine to take any out-of-court actions.
The Mediator intervenes at the customer's request to resolve a dispute, amicably and at no charge.
She is included on the list of mediators competent in the French transport sector by the "Commission d'évaluation et de contrôle de la Médiation de la consommation", after being appointed by a joint body comprising representatives of the professional and consumer defence associations. It is responsible for investigating disputes with RATP Group structures or entities in France and for dealing with disputes relating to Ile-de-France season tickets as set out in the general terms and conditions of sale and use.
In the light of the documents provided by the parties, each mediation request is dealt with thoroughly, fairly and impartially. The Mediator then proposes a solution to the parties in complete independence.
The Mediator may be contacted for any consumer dispute, whether related to the conditions of sale of passenger tickets, service quality questions or a dispute arising from a recorded offence.