The Mediator may be contacted online or by post. The situation must be explained as clearly as possible and all elements supporting the case must be enclosed in the request.
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, with RATP or with one of RATP Group’s French passenger transport subsidiaries. This may be for various kinds of disputes, related to the conditions of sale of passenger tickets, service quality questions or a dispute arising from a fine. The Mediator remains at the customer's disposal for all issues that fall within their remit. Every mediation request is treated with importance, investigated in detail, and processed in an equitable and impartial manner. The Mediator is independent of RATP's internal organisation.
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.
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.