The Group's Mediation department received 3,889 complaints in 2022, a sharp increase (+47%) on the previous year.
The proportion of complaints relating to fines returned to a high level, representing 82% of the total. This trend is linked to the upturn in traffic on the networks.
Only 57% of referrals were admissible, compared with 66% in 2022. This decline can be explained in part by the increase in mail referrals in 2022. Internet referrals are more likely to be accepted, thanks to the questions that guide claimants in formulating their requests. In 2022, 71% of referrals received via the Internet were admissible, compared with only 20% of those received by post.
The average time taken to issue an opinion has increased slightly, from 41 to 46 days, due to the larger number of files to be processed.
62% of the opinions issued are favourable to the customer, with a wide variation depending on the reason for the dispute.
Lastly, the Mediation department made recommendations to the Group on 17 topics. Some of these concern new media such as the Navigo Easy pass, or digital tickets. Others relate to a lack of information, putting certain passengers, particularly occasional ones, in a situation of involuntary infringement, or to the use of transport with a baby carriage, bicycle or scooter.