RATP - aimer la ville Website of the RATP Group Mediator

Scope

In addition to RATP EPIC, the regional scope of the RATP Group Mediator’s mission extends to the direct and indirect subsidiaries of RATP EPIC, located within the French territory of RATP Group, whose corporate objective is public transport and which have a contractual agreement to use the services of the RATP Group Mediator.

The RATP Group Mediator’s scope of intervention is designed to enable the greatest number of customers to call on its mediation service.

In what cases can you call on the Mediator?

If you have filed a complaint with the customer service of either RATP or one of its subsidiaries, with the RATP legal department or with the Navigo Agency, and are dissatisfied with the response or have not received a response, then you may file a complaint with the Mediator.

1. The Mediator can intervene in the following cases…

…for all consumer-related disputes, including those regarding the sale of travel passes and tickets, or dealing with questions about the quality of service, or concerning  breaches of regulations (for example, non-validation of a ticket or travel pass, illegal entering onto the network, etc.).

…for any national or cross-border disputes between a customer and RATP or one of its subsidiaries.

These disputes fall within the provisions for consumer ADR (Alternative Dispute Resolution) provided by regulation no. 2005-1033 of 20 August 2015 and its implementing decrees, through the transposition of European Directive 2013/11/EU of 21 May 2013.

For any cross-border complaints concerning online purchases, the European online dispute resolution platform can be used to determine the mediator with jurisdiction over the cross-border dispute. The platform is now accessible in all European Union member countries at the following address: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

...for complaints arising from construction work, and even from the very operation of transport services within the urban environment, essentially due to noise or visual pollution.

However, since these disputes do not fall within the scope of the above-mentioned consumer ADR regulations, they are not processed in the same manner.

2. The Mediator cannot intervene in the following cases…

…for disputes pertaining to personal injury, criminal offences, or disputes that are subject to legal proceedings.

...for disputes:

  • in which the customer cannot justify having first tried to resolve the dispute directly through a written complaint filed with the relevant customer service;

  • in which the request is manifestly unfounded or abusive;

  • that have already been examined or are in the process of examination by another mediator or court of law;

  • in which the customer’s request for mediation is submitted more than one year after the initial written complaint was filed with the relevant customer service (or more than two months after the  breach of regulations date, for  breach of regulations-related complaints);

  • that do not fall within its jurisdiction.

Under the provisions for consumer ADR (Alternative Dispute Resolution), mediation of consumer-related disputes does not apply in the following cases:

  • disputes between professionals;

  • complaints currently being handled by the relevant customer service;

  • direct negotiations between the customer and RATP or the relevant subsidiary;

  • court-ordered reconciliation or mediation efforts in consumer lawsuits;

  • lawsuits filed by RATP or the relevant subsidiary against the customer.

When and how to file a complaint with the Mediator

To file a complaint with the RATP Group Mediator, you must first submit a written complaint to the relevant customer service department within the allowable filing period.

When to file with the Mediator?

  1. First, submit a written complaint to the customer service department
    Before filing a complaint with the Mediator, you must first file a written complaint with the RATP customer service department or that of a direct or indirect RATP Group subsidiary with a contractual agreement to use the RATP Group Mediator, or with the RATP Group legal department or the Navigo Agency.

  2. Then file a complaint with the Mediator
    If you have filed a complaint with customer service and are dissatisfied with the response, or if you have not obtained a response within one month, you may contact the Mediator. NOTE: the legal and regulatory framework for the mediation of consumer-related disputes does not allow for cases to be accepted that do not comply with this procedure.

  3. When?
    In the case of a dispute pertaining to a customer complaint – and only after the customer has received a response from the relevant customer service, with which they are not satisfied – the customers may proceed to file a complaint with the RATP Group Mediator within a period of up to one year from the date of the written complaint to the relevant customer service. For unpaid fines for breach of regulations, passengers have a two-month filing period from the date of the breach of regulations. After this two-month filing period, the breach of regulations is sent to the Treasury, and the collection of any fines is no longer RATP’s responsibility. At this point, such cases fall outside the Mediator’s jurisdiction.

How to file a complaint with the Mediator

Complaints may be filed with the Mediator in writing, either by post at the address indicated below or by filling out the online form.

Address of the RATP Group Mediator

RATP Group Mediator (Médiatrice du groupe RATP)
LAC LC12
54 Quai de la Rapée
75599 Paris Cedex 12
France

Write your letter, by hand or using a computer, and make sure you include the following essential information:

  • Personal information: clearly write your family name and first name, and your complete address (include the building or apartment number when applicable). You may also provide your telephone number, if you wish.
  • The breach of regulations reference number (in the event of a breach of regulations): simply enter the number indicated in the top right corner of the blue sheet of the fine that was issued to you by the RATP employee.
  • Reference number of the written complaint sent to the relevant customer service department.
  • The nature of the complaint: in the event of a breach of regulations, explain why you were issued a fine and clearly specify which points you are contesting.

If you would like to file a complaint with the RATP Group Mediator for other reasons, explain the facts that in your opinion justify your reasons for doing so.

- Attachments: include with your letter any documents that can support your case. Do not send any original personal documents, with the exception of RATP travel passes or tickets or other documents (the breach of regulations fine, receipt, etc.).
In all cases, personal documents will be returned to you after your case has been handled.

Send in your complaint at your convenience, either using the online form or by regular or registered mail at the appropriate postal rate (you are responsible for the cost of registered mail services) to the following address:

RATP Mediator (Médiatrice de la RATP)
LAC LC12
54 Quai de la Rapée
75599 Paris Cedex 12
France

Make sure you respect the filing periods

Concerning breaches of regulations, passengers may file a complaint with the Mediator up to two months following the date of the breach of regulations, having first submitted a written complaint to the relevant customer service. This means that customers must send their written complaint to the relevant customer service as soon as possible.

Who can file a complaint with the Mediator?

You may file your complaint with the Mediator on your own initiative, or via an association.

The Mediator may be contacted when you esteem that you are in possession of all of the necessary elements to support your case.

Customers have the right to be represented – at their own expense – by the third party of their choosing during all phases of mediation. In such cases, the Mediator reserves the right to request evidence that the third party be duly authorised to represent the customer in question.
Customers may also solicit an expert’s opinion – again, at their own expense. Complaints may also be transmitted to the RATP Group Mediator by the Consumer Rights Commissioner or their delegates, the European Mediator, the Mediator of public companies and institutions, the Tourism and Travel Mediator, and others.

What happens next?

You will receive notification when your complaint has been received. If it is admissible, the RATP Group Mediator will investigate the case in light of the elements that are transmitted by the parties involved in the dispute.

What does the Mediator do once you have filed a complaint?

  1. The RATP Group Mediator sends you an acknowledgement of receipt as soon as your supporting documents have been received. The Mediator notifies all parties in the dispute, either by email or by post, that a complaint has been filed.

    This notification reminds each party that they may withdraw from mediation at any moment.

    If, after verification, the complaint proves to be inadmissible, and within three weeks of the date that it was received, the RATP Group Mediator will inform the customer that the case has been rejected.

  2. If your complaint is admissible, the Mediator will investigate your case according to the elements you have provided. To complete the understanding of your case, the Mediator will seek any further information necessary from the relevant RATP services. The Mediator has 90 days to issue a recommendation. For complex disputes, this response period may be extended at any moment during the mediation process, in which case the Mediator will inform all parties.

    Note: the process of collecting fines is suspended while the Mediator investigates the case.

  3. The Mediator sends you the recommendation by post or email, informing you of the action taken on your case. The notification letter reviews the terms of your complaint and develops the arguments for the recommendation. The Mediator’s recommendation is also sent to RATP or the relevant subsidiary, or to the Navigo Agency.

What happens after the Mediator’s recommendation?

  1. The Mediator sends the recommendation in a letter that mentions the following points:
    o    The customer and RATP, or the relevant subsidiary, are free to accept or refuse the Mediator’s proposed solution.
    o    The customer is given a specified amount of time to accept or refuse the Mediator’s recommendation.
    o    If the recommendation is accepted, then the legal actions specified in the letter are carried out.
    o    Having participated in mediation does not rule out the possibility of filing a lawsuit.
    o    The proposed solution might be different from a judge’s ruling.

  2. If you must pay a fine, you will be given the necessary payment information, notably the payment deadline and the address of the fine collection centre where you must send your payment.

  3. If payment is not made before the given deadline, RATP or the relevant subsidiary automatically issues a fine that is sent to the Treasury.

    The sending of a fine to the Treasury has two consequences:

    • Regardless of the amount the offender has already paid, the initial fixed penalty becomes an “augmented fixed penalty”, which can range from €180 to €375 depending on the nature of the breach of regulations, in accordance with Art. 529 of the French Code of Criminal Procedure.

    • RATP is removed from the case and neither its customer service department nor the Mediator can intervene in the procedure.

  4. NOTE: Once a case has been transmitted to the Treasury, the customers may still contest the charges by filing a complaint with the Public Prosecutor in their place of residence.

  5. Legal effects of the RATP Group Mediator’s recommendation

    If the customer accepts the Mediator’s recommendation, the mediation process is terminated. Conversely, if the customer refuses the recommendation, the RATP Group Mediator’s intervention is no obstacle to taking legal action: the customer can file suit in the competent jurisdiction.