Verified: 31 March 2026 06:20 pm CET
Industry: Highway Concessions & Electronic Tolls (Télépéage)
Jurisdiction: France
Primary Regulator: Médiation Tourisme et Voyage (Mediation) and ART (Transport Oversight)
Important Safety Warning: Beware of fake SMS messages and phishing emails claiming you have an “unpaid APRR toll” or a suspended Fulli badge. Scammers frequently use these to steal credit card details. APRR and Fulli will never ask for your account password or ask you to pay a fine via a random mobile link. Always log directly into your official app.
Level 1: Customer Support (Service Client)
-
How to complain: Your first legal step is to contact the customer service layer for the specific brand you are using. For general APRR/AREA highway issues or your Fulli electronic toll badge subscription, log into your Fulli Espace Client online or use the mobile app. You can also call their central hotline at 0 806 004 004 (free service + price of a local call).
-
Address: Address your initial written complaints to Service Clients Fulli, TSA 80001, 52009 CHAUMONT Cedex, France.
-
Availability: The customer service hotline generally operates Monday to Sunday from 8:00 AM to 5:00 PM (CET).
-
Timeline: The operator generally aims to respond to written complaints within a few weeks, but legally they have up to 60 days to provide a final resolution.
-
Source Verification: According to the official Fulli - Aide et contact guidelines.
Level 2: Formal Written Complaint & Mise en Demeure
- Who to contact: If the initial Service Client fails to resolve the issue or denies your refund request (e.g., for an incorrectly billed toll route), you must formally escalate the dispute by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR).
- Address: You must send your formal letter to the exact same postal hub: Service Clients Fulli, TSA 80001, 52009 CHAUMONT Cedex, France. (Crucial: Do not send this to the Eiffage SA headquarters in Vélizy-Villacoublay).
- Timeline: The Service Client has a strict legal deadline of 60 days to provide a substantive, final response from the date you initiated your complaint or sent the formal notice.
- Source Verification: Verified directly via the legal procedures published in the Conditions Particulières Télépéage APRR/AREA.
Level 3: Regulatory Authority / ADR (Médiation)
- Toll & Subscription Disputes: For unresolved commercial disputes regarding toll billing errors, Fulli subscription fees, or unjustified penalties on the APRR/AREA network, the concessionaire is affiliated with the travel ombudsman. You must file your dispute directly with La Médiation Tourisme et Voyage (MTV).
- Systemic Regulatory Reporting: Do not use SignalConso for an individual toll refund. To report massive systemic breaches of highway infrastructure pricing or concession rules, the overarching regulatory body is the Autorité de régulation des transports (ART).
- Timeline: You can open an MTV mediation case only after you have received a negative written response from the Fulli Service Client, or if the 60-day deadline has passed with no response. You can file online at
mtv.travelor mail your dossier to: MTV Médiation Tourisme Voyage, BP 80 303, 75823 Paris Cedex 17. - Source Verification: According to the official charters of La Médiation Tourisme et Voyage.
Level 4: Legal Action
- Pre-Litigation: You must have proof of your written complaints (LRAR to Chaumont) and proof that you attempted mediation (MTV) before a French judge will hear a small claims case.
- Filing the Lawsuit: For direct disputes with the specific Eiffage concessionaire (APRR or AREA) under €10,000, private consumers can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité). Claims under €5,000 can be initiated via a simple declaration (Requête) without needing a lawyer.
- Source Verification: According to the Justice.fr - Saisir le tribunal judiciaire official government guide.
Community Action: Is the Service Client refusing to refund a toll where the automatic scanner incorrectly overcharged your Fulli badge, or are you looking for the correct legal templates to draft a Mise en Demeure to Chaumont? Reply below (do not share your passwords, bank details, or your badge serial numbers), and our community will point you to the right resources!