Who is Henriette Chaubon?
Henriette Chaubon has served as SNCF Mobilités Ombudsperson since 28 April 2017.
From 2013 to 2017, Ms Chaubon served as a magistrate in the Criminal Chamber of France’s Court of Cassation. Before her tenure there, she spent seven years as SNCF Group’s General Counsel, acquiring a solid knowledge of the rail industry.
She is also a member of France’s Dispute Resolution Committee and Energy Regulatory Commission (CRE), and she chairs the Institute for the Study of Recidivism and Rehabilitation.
1980: Appointed to a seat on the Regional Court of Chartres
1982: Joins the Civil Affairs and Seals Directorate of France’s Ministry of Justice
1995: Named Deputy Director of Legal and Judicial Professions at the Ministry of Justice
1999: Appointed to a seat on the Paris Court of Appeal; becomes legal adviser to its Chief Judge
2005: Appointed chamber president at the Reims Court of Appeal
2006: Becomes General Counsel at SNCF Group
2013: Appointed to a seat on the Criminal Chamber of the Court of Cassation
2017: Joins SNCF Mobilités as its Ombudsperson
A word from the Ombudsperson
“I’m a great believer in using mediation to resolve consumer disputes outside the legal system—it’s a fast, free way to address passenger complaints to SNCF Mobilités, Eurostar, Thalys and Corsica Railways. I give my full attention to everyone who calls on me to mediate, and I bring complete independence and impartiality to the process. My aim is to reach fair, amicable solutions that are appropriate for each passenger’s situation. My team and I work hard to deliver high-quality service, and I’m committed to doing everything I can to ensure that mediation gives passengers an efficient route to the best possible outcome.”
What it takes to be an ombudsperson
The Ombudsperson is independent from the transport providers involved in her cases. She has no functional connection to them and works entirely outside their management hierarchy.
She is appointed by the Consumer Council, a collegial body that is attached to SNCF Mobilités.
An Ombudsperson must be skilled in mediation and well versed in law, particularly in the area of consumer affairs.
She must appear on the list of mediators submitted to the European Commission.
She cannot accept instruction from either party, and especially not from the transport providers or their representatives.
If the Ombudsperson’s impartiality is compromised during a mediation proceeding, she must immediately inform the parties, who have the right to ask her to recuse herself.
There is no connection between the Ombudsperson’s compensation and the outcomes of her cases.
The Ombudsperson serves a renewable 3-year term. Once she steps down, she is barred from working for any transport company that has signed the mediation protocol for a 3-year period.