The Group Mediation received 2,641 referrals in 2021, a figure broadly equivalent to the previous year.
The proportion of referrals related to fines returned to a level closer to that of 2019, with 70% of the total. This evolution is linked to both the recovery of traffic on the networks and the end of the large restitution operations that marked 2020.
66% of referrals were admissible, compared with 72% in 2020. This decline can be explained in part by the increase in referrals by mail in 2021, after a decline in 2020 linked to the decrease in postal mail during the periods of confinement. The admissibility of referrals is greater via the Internet, thanks to the questions that guide the applicant in formulating his request.
The average time taken to issue an opinion has been significantly reduced, from 61 to 41 days, thanks to the performance of the new management tools and the mobilization of the Mediation team. This faster processing is important for claimants, who come to mediation at the end of an often complicated process.
Finally, the Mediation has made recommendations to the Group on 14 topics. Some of them concern intra-community tickets, such as the suspension of an annual Navigo pass, the overlapping of passes, the overcharging of Navigo Liberté+ and Easy... Others relate to improving communication on certain points, such as the length of validity of a ticket, the purchase of a ticket by SMS... Lastly, others deal with various themes, such as the application of free travel for companions of people with disabilities, but also the transportation of a bicycle in the RER or the return of lost objects.
Download the RATP Mediation officer's report (in French)