RATP - aimer la ville Website of the RATP Group Mediator


The Mediator may be called upon to deal with any consumer dispute, whether the dispute relates to the commercial provisions of transport tickets, to questions of quality of service or to an observed offence.

These disputes are covered by the RELC provisions (Extra-judicial settlement of consumer disputes) provided for by Order no. 2005-1033 of 20 August 2015 and its implementing decrees, by transposing the European Directive 2013/11/EU of 21 May 2013.

If you have paid the fine on the spot against a receipt or a statement of offence has been drawn up, and you wish to contest this fine:

Before turning to the Ombudsman :

You must ensure that the ticket was issued on the RATP network or that of one of its subsidiaries (https://www.ratp.fr/mediateur/le-processus-de-mediation/services-clienteles).
You must contact the carrier concerned. If you do not receive a reply within a month or if the reply is negative, you can then refer the matter to the Mediation officer.

Note: In accordance with the Code of Criminal Procedure, the offender has a period of three months (for unpaid fines) to make all his complaints (including in Mediation). At the end of this three-month period, the fines are sent to the Treasury and the Mediation officer can no longer intervene in the case.

For paid fines, the offender has a period of one year from the date of his first written complaint to refer the matter to the Mediation officer.

To enable the Mediation officer to study your case as well as possible, please specify the circumstances (context of the offence, journeys made, etc.) and the points to which your complaint relates. Do not hesitate to attach any useful documents to your request (proof of purchase of the ticket, copies of tickets, etc.).

Apply for Mediation online