Catherine BROUARD-GALLET is the SNCF Voyageurs Mediator:

Ms. Catherine BROUARD-GALLET is an Honorary Counsel at the French Court of Cassation and a former Extraordinary Member of the Conseil d’Etat. Most recently, she served from 2020 until the end of 2024 in the Fourth Chamber of the Litigation Section of the Conseil d’Etat. She has held various judicial positions within the judiciary, including at the Public Prosecutor’s Office of the Evry Regional Court, at the Directorate for Civil Affairs and the Seal of the Ministry of Justice, and at the Court of Cassation, where she sat in the Second Civil Chamber. She has also served as a member of the Legal Department of the Constitutional Council and as a Referendum advisor at the Court of Justice of the European Union. In the course of her career, she has been repeatedly involved in matters relating to alternative dispute resolution and consumer law.

Message from the Mediator:

« In succeeding Mrs. Henriette CHAUBON, a widely respected mediator who held this position for seven years, I will continue to pursue the mission of mediation within SNCF Voyageurs in the spirit that has guided it for many years. Supported by a well-structured team and building upon the strong foundations on which this mediation rests, as well as the improvements in functionalities essential to its implementation that have been developed in recent years, I will carry out this mission with conviction. Its purpose is to seek solutions that enable the amicable settlement of disputes between passengers and the various transport operators, by easing tensions, fostering trust, and re-establishing dialogue between SNCF Voyageurs and its customers.
Any mediation process must adhere to clear principles: accessibility and confidentiality on the one hand; impartiality, independence, neutrality, integrity, and the competence of the mediator on the other; and, finally, the diligence of the process, as required under both European Union law and national law.
Fully aware of the role of mediation in the relationship between railway operators and their passengers, I will strive to uphold these principles and to reconcile differing perspectives in light of the applicable law and the principles of equity, with complete independence.« 

Catherine BROUARD-GALLET

Mediator SNCF Voyageurs

The Characteristics of the Mediator Role:

• The Mediator is an external personality, independent from the transport companies, with no hierarchical or functional link to them.
• It is designated by the Consumer Advisory Council, a parity collegiate body, affiliated with SNCF Voyageurs.
• It possesses skills in the field of mediation and has a good legal knowledge, particularly in consumer law.
• It must be registered on the list of Mediations notified to the European Commission.
• It cannot receive any instructions from the parties, especially from the carriers or their representatives.
• If during a mediation procedure, the neutrality of the Mediator is compromised in any way, they must immediately inform the parties, who have the right to object to the continuation of their mission.
• The Mediator’s remuneration is unrelated to the outcome of the mediation.
• The term of office of the Mediator is set at 3 years, renewable. At the end of their mandate, the Mediator cannot work for any of the transport companies signatory to the Mediation Protocol for a period of 3 years.