{"id":782,"date":"2016-01-18T13:38:15","date_gmt":"2016-01-18T12:38:15","guid":{"rendered":"http:\/\/www.mrsenat.be\/?p=782"},"modified":"2016-01-18T13:38:15","modified_gmt":"2016-01-18T12:38:15","slug":"les-missions-du-service-mediation-de-la-sncb","status":"publish","type":"post","link":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/","title":{"rendered":"Les missions du service M\u00e9diation de la SNCB"},"content":{"rendered":"<p><strong>Dans une question \u00e9crite adress\u00e9e \u00e0 la ministre f\u00e9d\u00e9rale de la Mobilit\u00e9, la S\u00e9natrice Christine Defraigne s&rsquo;inqui\u00e8te des possibilit\u00e9s d&rsquo;interventions du service M\u00e9diation de la SNCB. La r\u00e9ponse de Jacqueline Galant vient de parvenir au S\u00e9nat. Elle se veut rassurante.<\/strong><!--more--><br \/>\nEn juillet dernier, Christine Defraigne, la Pr\u00e9sidente du S\u00e9nat, adressait une question \u00e9crite \u00e0 la ministre de la Mobilit\u00e9 Jacqueline Galant. L&rsquo;objet de ce courrier\u00a0: le service M\u00e9diation de la SNCB. La S\u00e9natrice li\u00e9geoise y mentionnait notamment le fait que \u00ab\u00a0les collaborateurs du service ne peuvent exercer toutes les missions qui leur incombent&#8230; La SNCB n&rsquo;admet en effet pas l&rsquo;intervention du service en ce qui concerne les demandes des voyageurs au sujet d&rsquo;un constat d&rsquo;irr\u00e9gularit\u00e9 re\u00e7u \u00e0 bord du train. Le service souligne que cette situation va \u00e0 l&rsquo;encontre de ce qui se fait \u00e0 De Lijn, \u00e0 la Stib ou encore au TEC.\u00a0\u00bb<br \/>\nEt Christine Defraigne de compl\u00e9ter en pr\u00e9cisant que, toujours selon le rapport annuel du service M\u00e9diation, \u00ab\u00a0l&rsquo;accord de gouvernement et la l\u00e9gislation europ\u00e9enne insistent pourtant sur le r\u00e8glement extrajudiciaire des conflits\u00a0\u00bb.<br \/>\nD&rsquo;o\u00f9 la question pos\u00e9e \u00e0 la ministre de savoir s&rsquo;il existe une r\u00e9flexion pour r\u00e9soudre cette situation et comment l&rsquo;intervention du service M\u00e9diation pourra solutionner le probl\u00e8me.<br \/>\nLe 5 janvier dernier, la r\u00e9ponse de la ministre est parvenue au S\u00e9nat. La voici in extenso\u00a0:<br \/>\n\u00ab\u00a0Ma cellule strat\u00e9gique s&rsquo;est concert\u00e9e \u00e0 plusieurs reprises avec le Service de m\u00e9diation pour les voyageurs ferroviaires et la Soci\u00e9t\u00e9 nationale des chemins de fer belges (SNCB). Sur la base de cette concertation et compte tenu de l&rsquo;avis juridique du service public f\u00e9d\u00e9ral (SPF) Mobilit\u00e9 et Transports concernant la comp\u00e9tence du Service de m\u00e9diation selon la loi du 28 avril 2010 portant des dispositions diverses, lue conjointement avec la loi du 21 mars 1991 portant r\u00e9forme de certaines entreprises publiques \u00e9conomiques, j&rsquo;ai adopt\u00e9 une position claire, que j&rsquo;ai fait conna\u00eetre notamment dans mon courrier du 26 ao\u00fbt 2015 adress\u00e9 \u00e0 monsieur Cornu.<br \/>\nEn r\u00e9sum\u00e9, ma position consiste \u00e0 consid\u00e9rer que les plaintes de voyageurs portant sur des constats d&rsquo;irr\u00e9gularit\u00e9s pendant le trajet en train (verbalis\u00e9es dans un formulaire appel\u00e9 C170 ou dans un formulaire similaire) entrent bel et bien en ligne de compte pour une m\u00e9diation par le Service de m\u00e9diation, ce en application des articles 11 et 13 de la loi du 28 avril 2010 portant des dispositions diverses.<br \/>\nFaisant suite \u00e0 mon courrier, la proposition a \u00e9t\u00e9 formul\u00e9e de d\u00e9terminer le moment o\u00f9 le Service de m\u00e9diation interviendra dans le processus de gestion de ces dossiers. Mon cabinet examine conjointement avec la SNCB et le Service de m\u00e9diation la possibilit\u00e9 d&rsquo;\u00e9tendre ce d\u00e9bat dans le cadre des sanctions administratives.<br \/>\nConcernant le nombre de personnes qui ont fait appel au Service de m\u00e9diation pour des litiges \u00e0 propos du tarif de bord, je peux vous informer que depuis l&rsquo;instauration du tarif de bord jusqu&rsquo;\u00e0 ce jour, le Service de m\u00e9diation a re\u00e7u et examin\u00e9 (ou examine) 171 plaintes. Ces personnes ne se sont pas vues opposer un refus car la SNCB reconna\u00eet au Service de m\u00e9diation le droit d&rsquo;interc\u00e9der \u00e0 propos de plaintes dans cette mati\u00e8re. Il convient \u00e9galement de rappeler que le service client\u00e8le de la SNCB assure un traitement de premi\u00e8re ligne de ces plaintes avec pour mission de trouver une solution qui puisse satisfaire \u00e0 la fois le client et la soci\u00e9t\u00e9.\u00a0\u00bb<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Dans une question \u00e9crite adress\u00e9e \u00e0 la ministre f\u00e9d\u00e9rale de la Mobilit\u00e9, la S\u00e9natrice Christine Defraigne s&rsquo;inqui\u00e8te des possibilit\u00e9s d&rsquo;interventions [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":450,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[100],"tags":[94,128,131,201],"class_list":["post-782","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-christine-defraigne","tag-question-ecrite","tag-sncb","tag-galant","tag-mediation"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Les missions du service M\u00e9diation de la SNCB - Cahiers du S\u00e9nat<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les missions du service M\u00e9diation de la SNCB - Cahiers du S\u00e9nat\" \/>\n<meta property=\"og:description\" content=\"Dans une question \u00e9crite adress\u00e9e \u00e0 la ministre f\u00e9d\u00e9rale de la Mobilit\u00e9, la S\u00e9natrice Christine Defraigne s&rsquo;inqui\u00e8te des possibilit\u00e9s d&rsquo;interventions [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/\" \/>\n<meta property=\"og:site_name\" content=\"Cahiers du S\u00e9nat\" \/>\n<meta property=\"article:published_time\" content=\"2016-01-18T12:38:15+00:00\" \/>\n<meta name=\"author\" content=\"ghoz\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"ghoz\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/\"},\"author\":{\"name\":\"ghoz\",\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#\/schema\/person\/bd43abc9e59e5daaef294cdd4b935ab8\"},\"headline\":\"Les missions du service M\u00e9diation de la SNCB\",\"datePublished\":\"2016-01-18T12:38:15+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/\"},\"wordCount\":601,\"image\":{\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#primaryimage\"},\"thumbnailUrl\":\"\",\"keywords\":[\"question \u00e9crite\",\"SNCB\",\"Galant\",\"m\u00e9diation\"],\"articleSection\":[\"Christine Defraigne\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/\",\"url\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/\",\"name\":\"Les missions du service M\u00e9diation de la SNCB - Cahiers du S\u00e9nat\",\"isPartOf\":{\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#primaryimage\"},\"thumbnailUrl\":\"\",\"datePublished\":\"2016-01-18T12:38:15+00:00\",\"author\":{\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#\/schema\/person\/bd43abc9e59e5daaef294cdd4b935ab8\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#primaryimage\",\"url\":\"\",\"contentUrl\":\"\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Les missions du service M\u00e9diation de la SNCB\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#website\",\"url\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/\",\"name\":\"Cahiers du S\u00e9nat\",\"description\":\"Le blog de l&#039;actualit\u00e9 des S\u00e9nateurs MR\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#\/schema\/person\/bd43abc9e59e5daaef294cdd4b935ab8\",\"name\":\"ghoz\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/5a2e5a2a6d949ff5bd194f76ee6831f83f241b95311102ccbd1905d4ccdc8305?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/5a2e5a2a6d949ff5bd194f76ee6831f83f241b95311102ccbd1905d4ccdc8305?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/5a2e5a2a6d949ff5bd194f76ee6831f83f241b95311102ccbd1905d4ccdc8305?s=96&d=mm&r=g\",\"caption\":\"ghoz\"},\"url\":\"https:\/\/www.mrsenat.be\/cahiers-du-senat\/author\/ghoz\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Les missions du service M\u00e9diation de la SNCB - Cahiers du S\u00e9nat","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/","og_locale":"fr_FR","og_type":"article","og_title":"Les missions du service M\u00e9diation de la SNCB - Cahiers du S\u00e9nat","og_description":"Dans une question \u00e9crite adress\u00e9e \u00e0 la ministre f\u00e9d\u00e9rale de la Mobilit\u00e9, la S\u00e9natrice Christine Defraigne s&rsquo;inqui\u00e8te des possibilit\u00e9s d&rsquo;interventions [&hellip;]","og_url":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/","og_site_name":"Cahiers du S\u00e9nat","article_published_time":"2016-01-18T12:38:15+00:00","author":"ghoz","twitter_card":"summary_large_image","twitter_misc":{"\u00c9crit par":"ghoz","Dur\u00e9e de lecture estim\u00e9e":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#article","isPartOf":{"@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/"},"author":{"name":"ghoz","@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#\/schema\/person\/bd43abc9e59e5daaef294cdd4b935ab8"},"headline":"Les missions du service M\u00e9diation de la SNCB","datePublished":"2016-01-18T12:38:15+00:00","mainEntityOfPage":{"@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/"},"wordCount":601,"image":{"@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#primaryimage"},"thumbnailUrl":"","keywords":["question \u00e9crite","SNCB","Galant","m\u00e9diation"],"articleSection":["Christine Defraigne"],"inLanguage":"fr-FR"},{"@type":"WebPage","@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/","url":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/","name":"Les missions du service M\u00e9diation de la SNCB - Cahiers du S\u00e9nat","isPartOf":{"@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#primaryimage"},"image":{"@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#primaryimage"},"thumbnailUrl":"","datePublished":"2016-01-18T12:38:15+00:00","author":{"@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#\/schema\/person\/bd43abc9e59e5daaef294cdd4b935ab8"},"breadcrumb":{"@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#primaryimage","url":"","contentUrl":""},{"@type":"BreadcrumbList","@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/les-missions-du-service-mediation-de-la-sncb\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/"},{"@type":"ListItem","position":2,"name":"Les missions du service M\u00e9diation de la SNCB"}]},{"@type":"WebSite","@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#website","url":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/","name":"Cahiers du S\u00e9nat","description":"Le blog de l&#039;actualit\u00e9 des S\u00e9nateurs MR","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Person","@id":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/#\/schema\/person\/bd43abc9e59e5daaef294cdd4b935ab8","name":"ghoz","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/5a2e5a2a6d949ff5bd194f76ee6831f83f241b95311102ccbd1905d4ccdc8305?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/5a2e5a2a6d949ff5bd194f76ee6831f83f241b95311102ccbd1905d4ccdc8305?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/5a2e5a2a6d949ff5bd194f76ee6831f83f241b95311102ccbd1905d4ccdc8305?s=96&d=mm&r=g","caption":"ghoz"},"url":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/author\/ghoz\/"}]}},"_links":{"self":[{"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/posts\/782","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/comments?post=782"}],"version-history":[{"count":0,"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/posts\/782\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/"}],"wp:attachment":[{"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/media?parent=782"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/categories?post=782"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.mrsenat.be\/cahiers-du-senat\/wp-json\/wp\/v2\/tags?post=782"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}