Resources and documents

Access the reference documents of the SNCF Voyageurs Mediation: annual report, mediation protocol, power of attorney template and information on data protection.

The SNCF Voyageurs Mediator’s annual report

In accordance with Article 613-1 of the Consumer Code, the Mediator publishes an annual report outlining key figures, developments and recommendations concerning SNCF Voyageurs Mediation, along with a review of the complaints and mediation cases handled.

The Mediation Protocol

The Mediator carries out this role in accordance with the Mediation Protocol signed by the carriers and the approved national consumer associations.

This document sets out:

  • the scope of the Mediator’s role;
  • the rules governing the mediation process;
  • the guarantees of independence and impartiality;
  • the rights and obligations of the parties.

Power of attorney template

You may be assisted and/or represented, at your own expense, by a third party of your choice. If you choose an individual, the Mediator will ask them to provide a power of attorney dated and signed by you.

Protection of your personal data

Personal data provided when submitting a case to the SNCF Voyageurs Mediator is processed in accordance with the provisions of the General Data Protection Regulation (GDPR).