RATP - aimer la ville Website of the RATP Group Mediator

The RATP Group Mediator signed an agreement with the Tourism and Travel Mediator (MTV) on 21 January 2016

The Tourism and Travel Mediator’s (MTV) jurisdiction covers all disputes between a consumer and an urban or inter-urban transport operator belonging to the French National Passenger Transport Federation (FNTV) or the French Public and Rail Transport Union (UTP), where the dispute in question falls outside the jurisdiction of the SNCF Mediator (see MTV/SNCF protocol) and the RATP Group Mediator. A list of companies covered by the Tourism and Travel Mediator is published on its website. The Tourism and Travel Mediator will inform the RATP Group Mediator of any change in its remit occurring after this protocol enters into force.

Since RATP Dev has opted to use the RATP Group Mediator for its subsidiaries in France, the agreement was an important step in clarifying the mediators’ respective roles.

mtv

The RATP Group Mediator’s jurisdiction covers disputes:

•    Between RATP EPIC, acting on its own behalf as a passenger public transport operator, and its customers.
•    Between direct or indirect French subsidiaries of RATP EPIC with a contractual agreement to the use the RATP Group Mediator, and their customers. The list of relevant subsidiaries is published on the RATP Group Mediator’s website. The RATP Group Mediator will inform the Tourism and Travel Mediator of any change in its remit occurring after this protocol enters into force.
•    If one of the mediators receives a referral that falls under the jurisdiction of the other, it will pass on the case to the second mediator, immediately and free of charge, after first having informed the customer.

 

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The SNCF Mobilités Mediator and the RATP Group Mediator sign an agreement

Le Médiateur de la SNCF et la Médiatrice du Groupe RATP signent une convention

SNCF Mediator Bernard Cieutat and RATP Group Mediator Betty Chappe have signed an agreement to make their respective areas of jurisdiction even clearer for customers.

Successive RATP Group and SNCF Mediators have been working together, for over 20 years, to refer customers to the Mediator with the authority to investigate their dispute, in a spirit of efficiency and transparency.

The two Mediators have today decided to sign a protocol to make their respective areas of jurisdiction even clearer for customers.

In the interest of transparency, the agreement will be published on the websites of both Mediators.
The RATP Group Mediator’s jurisdiction covers disputes:

•    Between RATP EPIC, acting on its own behalf as a passenger public transport operator, and its customers.
•    Between direct or indirect French subsidiaries of RATP EPIC with a contractual agreement to the use the RATP Group Mediator, and their customers. The list of relevant subsidiaries is published on the RATP Group Mediator’s website. The RATP Group Mediator will inform the Tourism and Travel Mediator of any change in its remit occurring after this protocol enters into force.
•    If one of the mediators receives a referral that falls under the jurisdiction of the other, it will pass on the case to the second mediator, immediately and free of charge, after first having informed the customer.

 

The Mediator’s 2017 Annual Report

Le rapport 2017 du Médiateur vient de sortir

The RATP Group Mediator’s Annual Report is online.

>> Download the RATP Mediator’s report

The Mediator’s 2018 Annual Report

couv_rapport

The RATP Group Mediator’s Annual Report is online. The Mediator received 2,777 referrals in 2018, up almost 65%.

In 58% of the cases, the Mediator’s decisions were in favour or partially in favour of consumers. It is noted that there are four main reasons why complaints may be deemed inadmissible: the referral is outside the Mediator’s jurisdiction, the Mediator rejects the case (the plaintiff fails to provide the documents requested by the Mediator), a complaint regarding a breach of regulations is filed too early (the customer services department has not yet recorded the case), and a complaint regarding a breach of regulations is filed too late (more than two months after the breach in question).

 

>> Download the RATP Group Mediator’s Annual Report

The SNCF Mobilités Mediator and the RATP Group Mediator sign a protocol

On 3 July 2019, SNCF Mobilités Mediator Henriette Chaubon and RATP Group Mediator Betty Chappe signed a protocol to make their respective areas of jurisdiction even clearer for consumers.

Successive RATP Group and SNCF Mediators have been working together, for over 20 years, to refer consumers to the Mediator with the authority to investigate their dispute, in a spirit of efficiency and transparency. The new protocol reaffirms their intention to make their areas of jurisdiction even clearer for consumers and updates their respective remits. In the interest of transparency, the protocol is available on the websites of both Mediators.

 

mediatrice ratp-sncf

The Mediator’s reports

In accordance with Art. R.614-2 of the French Consumer Code, the RATP Group Mediator’s annual report contains the following information:

1. The number of complaints filed and their nature;
2. The issues that most commonly give rise to complaints, and the Mediator’s recommendations on how to avoid them;
3. The proportion of disputes that the Mediator refused to handle, and an evaluation of the reasons for refusal, in percentages;
4. The percentage of cases that were aborted and the principle reasons for the interruption;
5. The average time taken to resolve disputes;
6. If known, the percentage of cases that were resolved;
7. For cross-border disputes, the existence of cooperation between mediation networks;
8. The percentage of solutions pronounced in favour of the consumer or the company, as well as the percentage of cases that were resolved amicably.