RATP has had a Mediator since 1990, initially as part of an agreement between the company’s executive management and consumer associations.

A team of six people is available to handle mediation requests with the utmost attention.

The regional scope of the RATP Mediator’s mission extends to the direct and indirect subsidiaries of EPIC RATP located within the French territory of the RATP Group.

Complaints may be filed with the Mediator either online or by post at the address indicated below. Please explain the situation as clearly as possible and include any supporting evidence. For violations, the plaintiff must carefully describe the precise circumstances of the violation and the points that are contested.

Initially, according to the first agreement signed on 6 March 1990, mediation was only available for disputes pertaining to violations, and complaints could only be filed by consumer associations.

4922 referrals were received in 2023 and 3299 files processed, representing 67% of admissible referrals (compared with 57% in 2021).

Decisions were favorable or partially favorable to customers in 55% of cases handled.

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