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

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.

 

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.