The RATP Group Mediation officer undertakes to apply the provisions of the Consumer Code, introduced by Order no. 2015-1033 of 20 August 2015 on the out-of-court settlement of consumer disputes and its implementing decrees, codified in Book 6, Title 1, Articles L611-1 et seq. (legislative part) and Articles R612-1 et seq.
The RATP Group Mediation officer is thus committed to following a fixed, organized and structured process for handling requests.

The RATP Group Mediation officer's intervention is free of charge and can be requested electronically via the online form or by post in relation to any consumer dispute between RATP or one of its subsidiaries in France and a consumer relating to the commercial provisions of transport tickets, or relating to quality of service issues or arising from an offence.

The customer's request can be made in the languages proposed by the site via the online form. Exchanges during the mediation process will be carried out in French or, if necessary, with the assistance of a translation service.

 

 

The RATP Mediation officer's scope of intervention does not include cases involving personal injury or offences, or disputes that are the subject of legal proceedings.

In addition, the cases in which a dispute cannot be mediated are as follows

the consumer does not justify having tried, beforehand, to resolve his dispute directly with the professional by a written complaint;
the request is manifestly unfounded or abusive;
the dispute has been previously examined or is being examined by another mediator or by a court;
the consumer has lodged his or her request with the RATP Mediation officer within a period of more than one year from the date of his or her written complaint to the professional (or within a period of more than three months from the date of the offence in the case of a complaint relating to an unpaid ticket)
the dispute does not fall within the remit of the RATP group Mediation officer.
Cases must be dealt with in the first instance by the customer service department of the professional concerned; the RATP group Mediation officer can only be contacted in the second instance.
Customers may be represented by a lawyer or be assisted by any person of their choice at any stage of the mediation process (consumer associations, Human Rights Ombudsman, lawyers, etc.), at their own expense.
He may also request the opinion of an expert, whose costs are at his expense. In the event of a joint request for an expert opinion, the costs are shared between the parties.

 

The claimant will be informed of the rejection of his or her request within three weeks of receipt of the documents by the RATP Mediation officer.

 

If the request for mediation is admissible, the Mediation officer registers and acknowledges receipt of the request as soon as she receives the file. The Mediation officer's opinion is issued after having examined all of the documents submitted by the customer and the arguments of the professional concerned.
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You will receive notification of your referral and, if your request is admissible, the RATP group Mediation officer will examine the case in light of the information provided by the parties to the dispute.

What does the Mediation officer do once you have referred your case to her?

The Mediation officer will send an acknowledgement of admissibility by e-mail or by post, indicating whether or not the case is admissible, within three weeks of the Mediation officer receiving the case.

If the case is admissible, the Mediation officer will examine your case on the basis of the information you have provided.

This notification reminds the parties that they may withdraw from the process at any time.