The RATP Group Mediator is committed to applying the provisions of the French Consumer Code introduced by regulation no. 2015-1033 of 20 August 2015 and its implementing decrees pertaining to the out-of-court resolution of consumer disputes, codified in book 6, title 1, articles L.611-1 et seq. (legislative part) and articles R.612-1 et seq. (regulatory part) of the French Consumer Code.
To this end, the Mediator follows a fixed, organised and structured process for handling mediation requests.

The Mediator has 90 days to propose a solution to the parties.

In the event of a dispute pertaining to a customer complaint – and only after the customer has received a response from RATP or the relevant subsidiary’s customer service department, with which they are not satisfied – the customer 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 department. For fines for breach of regulations, passengers have a three-month filing period from the date of the breach of regulations.

The RATP Group 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 amicable 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 a customer service department and, if you are contesting a breach of regulations, within two months of the date of the event. Before contacting the Mediator, you must first file your complaint with the RATP customer service department.

In light of the situations experienced by customers and brought to the Mediator’s attention, and as part of her analysis of mediation cases, the RATP Group Mediator identifies 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.

Customers file complaints relating to a wide range of disputes. Examples include problems occurring when purchasing a travel subscription or ticket, difficulties understanding the Île-de-France fare system, misunderstandings of transport regulations and terms of use, problems with equipment or travel subscriptions and tickets including the demagnetisation of tickets, and disagreements with the circumstances leading to the issue of fines for breaches of regulations. In some cases, customers find themselves in difficult circumstances despite their best efforts.