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Mediation requests and the Mediator’s recommendations

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 RATP Mediator intervenes free of charge. Complaints can be filed either by the online form or by post at the address indicated below, for all consumer-related disputes between the RATP and certain of its subsidiaries and a customer, pertaining to the sale of travel passes and tickets, the quality of service, or violations. Customers may file their complaints in the languages proposed by the website using the online form. Communications during the mediation process will be conducted in French, or, when necessary, with the assistance of a translation service.

When mediation requests are admissible, the Mediator will record the complaint and issue an acknowledgement of receipt as soon as the case file has been received. The Mediator issues a recommendation after investigating all of the elements submitted by the plaintiff and the arguments made by RATP and its relevant subsidiaries. >> For more information on filing periods and deadlines

Cases pertaining to personal injury or crimes as well as lawsuits are excluded from the RATP Mediator’s scope of action.

Mediation may not be used for dispute resolution in the following cases:

  • when the plaintiff cannot justify having first tried to resolve the dispute directly through a written complaint filed with the relevant customer service;
  • when the request is clearly unfounded or abusive;
  • when the dispute has already been examined or is in the process being examined by another mediator or court of law;
  • when the plaintiff has filed a request for mediation more than one year after filing a written complaint with the relevant customer service (or more than two months after the violation date, for complaints concerning violations);
  • when the dispute does not fall within the RATP Mediator’s field of expertise.

In the event that a complaint is rejected, the plaintiff will be notified within three weeks of the date that the complaint was received by the RATP Mediator.

Complaints must first be filed with RATP Customer Service or the relevant subsidiaries. Complaints can be sent to the RATP Mediator only on appeal.

Plaintiffs have the right to be represented by an attorney – at their own expense – or to be assisted by the person or entity of their choosing during all phases of mediation (consumer associations, legal representative, etc.). Plaintiffs may also solicit an expert’s opinion – again, at their own expense. In cases where two parties jointly demand expertise, the expenses are shared between the parties.

Legal impact of recommendations issued by the RATP Mediator

The RATP Mediator’s recommendation is sent by regular post or by email, and the parties are informed that they are free to accept or refuse the recommendation. The letter specifies the deadline for accepting or rejecting the recommendation.

If the plaintiff accepts the Mediator’s recommendation, the mediation process is terminated. Conversely, if the plaintiff refuses the Mediator’s recommendation, the mediation process is terminated and the RATP Mediator’s intervention is no longer an obstacle to taking legal action: the plaintiff can file suit in the competent jurisdiction. The RATP Mediator’s recommendation might differ from the decision given by a judge.