The Mediation officer 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.
Before referring the matter to the Mediation officer, you must refer the matter to the professional concerned (for all Navigo Annual, Imagine R, Liberté +, etc. subscriptions, this is the Navigo Agency).
If you do not receive a reply within a month or if your complaint is negative, you can then refer the matter to the Mediation officer.
You have one year from the date of your first written complaint to make your request for mediation.