In the event of a dispute pertaining to a customer complaint – and after the customer has received a response from RATP or the relevant subsidiary’s customer service department, with which they are not satisfied, or if a response is not received within one month – 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. After this three-month filing period, the fine is sent to the Treasury, and the collection of any fines is no longer RATP’s responsibility.

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

Upon receipt of the documents that support the customer’s request for mediation, the RATP Group 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.

A recommendation is issued at the latest within 90 days from the above-mentioned date of notification. For complex disputes, and at any moment during the mediation process, the RATP Group Mediator may elect to extend this response period, in which case she will inform all parties.

When communicating her recommendation, the RATP Group Mediator sets a deadline for each party to accept or reject the proposed solution.