The RATP Mediator is committed to applying the provisions of the Consumer Alternative Dispute Resolution Code introduced by regulation No. 2015-1033 of 20 August 2015 and its implementation decrees pertaining to the out-of-court resolution of consumer disputes. To this end, the Mediator follows a fixed, organised, and structured process for handling mediation requests.
The mediation process
Filing periods and deadlines
For consumer-related disputes, and only after receiving a response from RATP’s Customer Service or that of the relevant subsidiary with which he or she is not satisfied, the plaintiff may file a complaint with the RATP Mediator, within a period of up to one year from the date of the initial written complaint made with the relevant Customer Service. For violations, plaintiffs have a 2-month filing period from the date of the violation.
The RATP Mediator pledges to respect a values system based on independence, neutrality, impartiality and confidentiality. By its very nature, the Mediator’s action affirms the desire to facilitate the search for amiable solutions to disputes, and thus makes listening a duty, with respect for people, their opinions and their proposals.
You may request that your case be reviewed by the Mediator only after having first filed your complaint with Customer Service, and, if contesting a violation, within two months of the date of the event. Before contacting the Mediator, you must first file your complaint with RATP Customer Service.
Recommendations for improvement
In light of the situations experienced by customers and brought to the Mediator’s attention, and as part of their analysis of mediation cases, the RATP Mediator or the relevant subsidiaries identify potential improvements. Each year the Mediator formulates several recommendations that are addressed to the company, in order to help improve the quality of passenger services.
Examples of typical mediation cases
Even if plaintiffs base their arguments on consistency in mediation or justice when trying to win their case, each recommendation issued by the RATP Mediator is unique and does not set a precedence. While very similar situations may indeed exist, the Mediator must investigate each case according to the law, in an equitable and impartial manner.