Appendix 1: Internal regulations
INTERNAL REGULATIONS
Updated on 12 May 2024
TITLE 1: PURPOSE
ARTICLE 1: SCOPE OF APPLICATION
These internal regulations set out the association’s operating rules and define how the FFGR Articles of
Association are to be applied. All members of the association are required to comply with the provisions of the
Articles of Association and the internal regulations.
SECTION 2: MEMBERSHIP
ARTICLE 2: ADMISSION AND MEMBERSHIP
Membership in the FFGR association can be obtained by any individual or legal entity who meets the criteria specified in Article 7 of the Articles of Association and who:
- Accepts the current Articles of Association and internal regulations of the association and agrees to adhere to the provisions of the Code of Ethics published by the FFGR association.
- Completes the membership form with a valid email address (Appendix 2).
- Pays the annual fee upon receipt of the membership confirmation.
- For accredited members: Provides proof of training recognized by the FFGR training institute and demonstrates practice in the relevant discipline.
The Articles of Association, Rules of Procedure, and membership form are available on the Association’s website
www.ffgr.org or on request from the Association’s Secretariat by email: membership@
The first membership fee is payable on joining. Membership fees are renewable on the anniversary date. It can
be paid in installments on request to the FFGR secretariat.
An automatic reminder e-mail will be sent to members one month before the due date.
Membership fees are non-refundable, even in the event of deregistration.
ARTICLE 3: LOSS OF MEMBERSHIP AND SANCTIONS
1. In accordance with Article 9 of the Articles of Association, membership is lost by:
- Resignation notified to the Bureau;
- Death for individuals;
- Dissolution for legal entities;
- Expulsion by the Bureau for non-payment of membership fees;
- Deregistration by the Board for failure to meet the criteria laid down in Article 7 of the Articles of Association, depending on the category to which the member belongs;
- Failure to comply with the Association’s Internal Regulations, and in particular any alleged breach of the Code of Conduct (Appendix 3);
- Any conflict of interest of a professional, ethical, financial, or personal nature that is contrary to the company’s objects;
- The occurrence of a Serious Fault (as defined below), the interested party having been invited by simple letter to appear before the office to provide explanations.
A “Conflict of Interest” is a situation in which a member of the Board of Directors has a personal interest of
such a nature as to influence or appear to influence the impartial and objective performance of his duties.
Serious misconduct” is considered to be behaviour that is so serious that it makes it impossible for the said
member to remain a member of the association. In order to facilitate the application of a striking off for serious
misconduct, it is expressly understood that a misconduct will be deemed serious if three quarters of the
members of the Board of Directors agree on the said qualification.
2. Only the Board of Directors, meeting in extraordinary session at the request of the Chairman or of one third of
the members of the Board of Directors, shall be competent to impose a striking off or a sanction.
The decision to expel a member shall be taken by a decision of the Board of Directors with three quarters of the
votes of the members present and/or represented called upon to deliberate on the said expulsion. If the
member concerned by the expulsion procedure is a director at the time of the vote, his vote shall not be taken
into account.
The decision to exclude a member may not be taken unless the complaints against the member who is liable to
be excluded and the date of the meeting of the Board of Directors which is to decide on the exclusion have
been communicated to him in advance by any means no later than fifteen days before the date of the meeting
of the Board of Directors, so that he may attend the said meeting of the Board of Directors and put forward his
arguments in his defence,
which must, in any event, be mentioned in the decision of the Board of Directors.
In the event of a decision to deregister, the Executive Committee will be responsible for implementing the
decision of the Board of Directors and taking any useful measures in the event that the excluded member
falsely alleges any membership of the FFGR Association.
3. The Board of Directors also has the power to impose any sanction on a member in the event of
reprehensible behavior.
A sanction is any measure, other than verbal comments, taken by the Board of Directors following the action of
a member considered to be at fault, whether or not this measure is likely to immediately affect the member’s
membership of the association.
In the event of conduct deemed to be misconduct, the Board of Directors may, in addition to verbal observations and warnings, apply any one of the following sanctions, without being bound by the order in which they are listed:
- Warning,
- Blame,
- Withdrawal from the FFGR Members’ Directory,
- Temporary suspension of membership,
- Any other measure that the Board of Directors deems appropriate to deal with the misconduct.
The Board of Directors is the sole judge of the applicable sanction, taking into account the circumstances and
the seriousness of the misconduct committed, provided that it is approved by three-quarters of its members.
TITLE 3: DUTIES OF THE BOARD OF DIRECTORS AND THE EXECUTIVE
COMMITTEE ARTICLE 4: ORDINARY GENERAL MEETING
Notices of General Meetings are sent out by the General Secretary. They shall state the place, date and time of
the meeting and mention the agenda. As far as possible, all documents required for deliberations should be
attached to the notice of meeting or handed over at the latest at the start of the meeting. Each member
present shall sign the attendance sheet with his or her name and the name of the person for whom he or she
holds a proxy.
At the opening of the meeting, the Chairman, assisted if necessary by the General Secretary, or any other
member of the Board of Directors designated by the Chairman, shall check and count the proxies and votes.
The Secretary of the meeting draws up the minutes of the meeting. The minutes mention the date and time of
the meeting, the method of calling the meeting, the agenda, the members present and represented, any
documents and reports submitted for discussion, a summary of the debates, the results of the votes and the
decisions taken.
ARTICLE 5: COMMITMENTS OF MEMBERS OF THE BOARD OF DIRECTORS, EXECUTIVE COMMITTEE AND COMMITTEES
1. On active participation
Participation in the Association’s decision-making bodies requires a minimum commitment to ensure the Association can effectively fulfill its statutory missions. Consequently:
- Each member of the Board of Directors (including Deputies) undertakes to devote a minimum of one (1) hour of work per week to the Association;
- Two (2) hours per week for members sitting on one of the Commissions; and,
- Three (3) hours per week for members holding office.
2. Meetings and prior approval of the Board of Directors
The Board of Directors may deal with any important issue concerning the Association’s activity, other than the
day-to-day management and administration of the Association, such as strategic orientations or any issue of
general interest. It will meet as often as the interests of the Association require.
The authorisation of the Board of Directors – by a simple majority – must be obtained prior to the adoption or
implementation by the Executive Committee of any or all of the important decisions referred to below
(hereinafter the “Important Decisions“):
- Approval of the annual budget or commitment of unforeseen expenditure exceeding €3,000;
- Acquisitions or disposals of tangible or intangible assets of the association where the transaction value exceeds €5,000;
- Decisions related to the determination or modification of employee remuneration within the Association, including bonuses, benefits in kind, recruitment, dismissal, appointment, and removal;
- Taking out any loans (excluding grants or repayable advances) not included in the association’s annual budget;
- Transactions involving the use and disposal (assignment, licensing, etc.) of the association’s intellectual or industrial property rights;
- Partnership and/or collaboration projects with other organizations, institutions, associations, etc.;
- Training courses proposed by the Board of Directors;
- Administrative or “political” approaches to authorities for the recognition of the FFGR;
- Fundamental projects concerning prerequisites and teaching methods that complement, innovate, or diverge from FFGR recommendations.
3. Setting the annual membership fee
The amount of subscriptions paid by members to the association and the terms of payment are set each year by
the Board of Directors and implemented by the Executive Committee.
4. Solidarity of the Board of Directors
The members of the Board of Directors undertake to act in solidarity throughout their term of office in relation
to the other members of the Board of Directors and to demonstrate unity in their approaches and actions in
relation to any third party. This implies that any disagreement between members of the Board of Directors
must be dealt with within the framework of the association’s internal bodies (Board or General Meeting) and
must not be circulated to third parties for the purpose of destabilising the persons holding office within the
association.
To avoid any risk, candidates for the position of director should, as far as possible, agree to work together and
present their candidacy in the context of a profession of faith expressing this team spirit.
5. On the resignation of a member of the Board of Directors
In the event of resignation, directors must send their resignation in writing to the Chairman, who will inform
the Board of Directors.
In the event of resignation and/or removal from office, the Chairman will convene a meeting of the Board of
Directors to appoint a provisional replacement for the outgoing director.
In the event of the repeated failure of one of the members of the Board of Directors, a group of at least 15% of
the members of the association may give formal notice to the Chairman of the association to convene an
Extraordinary General Meeting in order to rule on any irregularities of the directors and to provide for their
replacement.
6. On the duties of Bureau members
Together, the members of the Executive Committee have the following duties and responsibilities:
- Tracking expenses and bank accounts;
- Preparing and monitoring the budget;
- Reimbursing expenses incurred by association members for projects approved by the Board;
- Ensuring timely payments to suppliers;
- Maintaining transparency of financial operations towards the General Meeting;
- Handling grant applications;
- Drawing up the accounts;
- Ensuring cohesion and quality of internal communication between directors.
ARTICLE 6: COMMITTEES
The role of the Committees is to provide expert input to the Board of Directors and/or the Executive
Committee, as appropriate.
1. Standing committees
There are four standing committees:
- Practice Committee (COMPRAT)
- Training Committee (COMFOR)
- Ethics and Professional Conduct Committee
- Communication Committee
The Board of Directors may establish ad hoc committees as needed, specifying their prerogatives, duration, and composition.
2. Composition and operation of standing committees
Each Standing Committee consists of at least one (1) director, elected by a simple majority of the Board of
Directors from among its members, for the duration of their directorship.
The management of each Commission is entrusted to a College or to a Commission Chairman. Each Committee
appoints its own representative, who undertakes to work closely with the Association’s Communications
Officer.
The committees may call on the assistance of experts, on an ad hoc or permanent basis, chosen from among
the members of the Council of Wise Men or from among members of the Association who volunteer,
depending on the issues and needs of the year.
The experts’ opinions are not binding on the Commission or the Association. The names and qualifications of the experts must be submitted to the Association’s Bureau for approval.
The work of the Commissions is organised around a secure web-based exchange network that enables
discussions, document exchanges, votes, private messages, etc. to be automatically archived and accessed in
real time by authorised persons. Each committee has its own email address. It meets as often as necessary by
any appropriate means: physical meeting, telephone conference, Internet conference, etc. Compensation may
be agreed with the Board of Directors.
The person in charge of the committee will regularly inform the Board of the progress of the work in progress,
at least at each Board meeting if the agenda allows.
3. Specific tasks of the committees
Each Commission will publish its mission statement on the FFGR website, detailing its tasks and organizational structure, subject to the provisions below (this document will be updated over time):
The Practice Commission (COMPRAT) addresses the career path of accredited members of the Association. It validates the prerequisites for entry into the initial training program and manages the accreditation and re-accreditation of members. It assesses the prerequisites for admitting candidates and provides personal advice if necessary. The Commission ensures the quality of the FFGR Association’s standards and monitors the application of the relevant FFGR criteria.
The Training Committee (COMFOR) handles various training resources available to members. It manages the accreditation of continuing education courses offered by training organizations and organizes free training courses provided by the Association.
The Ethics and Professional Conduct Committee deals with ethical issues related to the practice of our profession. It assists and advises members on these matters, ensures proper application of the Association’s Code of Ethics, and manages correspondence from members (complaints, requests for information, etc.). It advises complainants and, if needed, refers them to relevant professional bodies. The Committee operates under the supervision of the Association’s Chairman, who is legally responsible, and, if necessary, the Association’s lawyer.
- Its terms of reference and missions are set out in the Annex to these Rules (Annex 1).
- The Communications Committee (COMCOM) is responsible for implementing a coherent
communications strategy for the association:
• Internal communication with members: logo, website, newsletter, etc.
• External communication :
✓ For customers: Website, leaflets, brochures, booking platform, etc.
✓ To the training platform Pôle Formation
✓ Official bodies: ministerial bodies.
It is responsible for ensuring that the communication strategy decided by the Board of Directors is
properly developed. It monitors social networks.
The duties of the members of the Council of Elders are voluntary. They may be reimbursed for travel expenses
under the same conditions as members of the Board of Directors.
If not specified in the Articles of Association or the Association’s internal regulations, the Board of Directors
shall decide on its operating procedures.
ARTICLE 8 - THE FORUM
On the FFGR website, a forum is available for members to exchange views. These exchanges are
subject to the rules of decorum.
Moderation is carried out by the Communications Officer or the Communications Committee.
ARTICLE 9 - THE NEWSLETTER
In accordance with RGPD rules, only members who have expressed their wish to receive it will be concerned.
ARTICLE 10 - FRENCH DIRECTORY OF MEMBERS OF THE FEDERATION FRANCAISE DE LA GRANDE REMISE
The directory distinguishes between Members accredited and certified by the organisation. Only Members who
register on their membership form are listed in the directory. The data appearing in the directory is the
responsibility of the Member and must be sincere and true. They may be modified by the Member on the site.
ARTICLE 11 - DISTRIBUTION OF THE INTERNAL RULES
These rules will be posted on the Association’s website www.ffgr.org (currently being set up).
ARTICLE 12 - ANNEXES
These Regulations are supplemented by the Annexes listed below, which form an integral part of the
Regulations:
- Appendix 1: Referral procedures and tasks of the Ethics and Professional Conduct Committee
- Appendix 2: Sample membership form
- Appendix 3: Code of conduct
- Appendix 4: FFGR Charter
APPENDIX 1: Referral procedures and remit of the Ethics and Professional Conduct Committee
1. Referral to the ethics commission :
a. Any report of a breach of the code of ethics must be made by post or e-mail to the
President of the FFGR association;
b. The identity of the person issuing the alert must be provided, as well as the means of
contacting them;
c. The letter reporting the breach of the Code of Ethics is then scanned by the secretariat
and sent by e-mail to the members of the Ethics and Professional Conduct Committee;
d. A notification is then sent to the author of the alert to inform them that their complaint has
been forwarded to the Commission and that it will be dealt with within a maximum of three
months.
e. Once the alert has been analysed, the Committee will qualify the behaviour referred to in the
alert by a reinforced majority (2/3 of the members): If the Commission finds a fault, it will have
to qualify it (technical fault, fault of humanity, fault of probity and morality, fault of dignity or
ethical fault).
2. How the Commission handles alerts
The Commission is free to use all the means at its disposal to analyze the alert and may take the following
measures to instruct the Commission:
- Discussion between members of the committee, the author of the alert, and the respondent ;
- Organisation of confrontation; and,
- Any other measure likely to help establish the truth.
3. Recommendations
On the basis of its analysis, the Commission may make a number of recommendations to the Board of
Directors, so that the latter can decide whether or not to impose sanctions on the offender. The Board
of Directors is free to decide whether or not to follow the Commission’s recommendations.
The Board of Directors may apply the following sanctions, depending on the seriousness of the offence
committed:
- Warning
- Blame
- Temporary or permanent ban on using the title of FFGR Member and the logos of competence
- Removal from the directory of FFGR Approved Members
- Temporary exclusion from the association
- Permanent exclusion from the association
4. Monitoring of sanctions
The Executive Committee, subject to the decision of the Board o f Directors, i m p l e m e n t s (suspension,
striking off, publicity) and monitors sanctions.
5. Publicising decisions
The author of the report will be informed by the Executive Committee of the Board of Directors’ decision i n
t h e c a s e o f a warning or reprimand. The decision will be made public by posting on the website in the
case of suspension or striking off, with publication of the name of the Member concerned for a maximum
period of one year from the date of the Board’s decision.
6. Information on the code of ethics and its amendments for members of the FFGR association and the general public
Each time the Code of Ethics is amended, a copy of the new Code is :
- sent to association members by newsletter and e-mail with acknowledgement of receipt. If there is
no response to the e-mail, the newsletter will be sent by post; - made available to the public on the FFGR website.
Association members are informed at least once a year about the work of the committee, including, where
appropriate, the reasons for referrals and the committee’ s recommendations for avoiding any contentious
situations.
APPENDIX 2: Membership form
The membership form is available by sending a request to the secretariat of the FFGR association, or via the form
available on the FFGR website.
APPENDIX 3: CODE OF CONDUCT
Any behaviour deemed incompatible with the Association’s policy constitutes serious misconduct and may
result in temporary or permanent exclusion from the Association. All members must respect the following rules
of discipline:
- Respect the Code of Ethics published by the FFGR association.
- Demonstrate a respectful attitude towards other members of the association and anyone else you come into contact with as part of the association.
- Do not use abusive, racist, or xenophobic language towards anyone.
- Do not fight or make provocative gestures.
- Do not engage in or support any action that humiliates anyone.
- Do not disrupt, hinder, or deliberately block the Association’s activities or meetings in any way, for any reason.
APPENDIX 4: QUALITY AND ETHICS CHARTER
Quality Charter for FFGR Members
In carrying out their duties and in their relations with customers, FFGR Association Members undertake to comply
with the FFGR Quality and Ethics Charter, namely :
Article I. Compliance with applicable regulations
As members of the FFGR, transport operators undertake to comply scrupulously with all national and local
regulations applicable to passenger transport and VTC services.
Members of the FFGR Association undertake to comply with current legislation and regulations applicable to the
provision, on request and for consideration, of chauffeur-driven vehicles for the transport of persons and their luggage.
Article II.Professional card :
It is imperative that each member holds a valid professional card, attesting to their skills and professionalism.
Members of the FFGR Association undertake to ensure that each of their Drivers holds a professional card issued by
the Prefect of their department and, in Paris, by the Prefect of the Police:
- Holds a license in the same category as the vehicle in question, for which the probationary period has expired;
- Is the holder of a certificate issued by the Prefect, after medical verification of physical fitness;
- Has not committed a serious traffic offense resulting in the loss of six driving license points;
- Has not been convicted of driving without a license in the category of the vehicle in question, or despite the invalidation or cancellation of the license;
- Has not been convicted of theft, fraud, deliberate bodily harm, sexual assault, or drug offenses.
Article III.Transport vehicle
The Member of the FFGR Association undertakes to ensure that each of its drivers has a motorised vehicle that complies
with the regulations in force, and undertakes to ensure that the following characteristics are respected:
- A minimum of 4 seats and a maximum of 9, including the driver’s seat.
- Has been on the road for six years or less, except in the case of classic or electric/hybrid cars.
- Offers the conditions of comfort and facilities corresponding to the needs of customers, i.e., be fitted with at least 4 doors and have an overall length of at least 4.50 meters and an overall width of at least 1.70 meters.
- Has a net output of 88 kilowatts or more.
- Fitted with a distinctive sign defined by the order of 07 November 2013 by the Ministry of Transport (The sign provided for in article D. 231-1 of the Tourism Code consists of a self-adhesive sticker conforming to the model shown in the appendix to this order. It must bear the number).
the company’s registration with the body referred to in article L. 141-2 of the Tourism Code. - The sticker must be affixed to the lower left-hand corner of the front windscreen and to the lower righthand corner of the rear windscreen opposite the driver’s seat in all chauffeur-driven vehicles.
N.B.: These conditions do not apply to electric and hybrid vehicles.
Article IV: Races and provisioning :
The Member of the FFGR Association undertakes to ensure that each of its drivers complies with the regulations in
force applicable to the business of transporting people and their luggage by chauffeur-driven car for hire or reward
during the journeys and/or the provision of services.
Article V. Management of passenger transport reservations
Members of the FFGR Association undertake to:
- Fulfil all reservations for rides and/or services for which their driver or one of their drivers has been selected.
- Carry out a journey and/or provision in accordance with what was ordered by the customer and for which the driver or one of their drivers has been selected.
- Scrupulously and regularly manage and monitor the booking of rides and car rentals and the operations carried out.
- Provide a safe, high-quality passenger transport service.
- Act efficiently and prioritize quality of service, in the common interest of the members of the FFGR Association.
- Require their drivers to be punctual at the time of departure for the ride and/or provision.
- Notify the customer and/or passenger as soon as possible in the event of an unforeseeable event preventing them from being picked up.
- Provide comfortable, high-quality equipment for customer passengers, adapted to their body shape and the weather conditions.
Article VI: Chauffeur-Driven Transport Vehicles
- Cars may not be parked on the public highway unless they have been hired in advance.
- Advance booking is required.
- Cars may not be hired on the spot.
- There is an obligation to remove or conceal vehicle signage in the event of non-professional use.
- Passengers must be informed of the amount of carbon dioxide emitted during the service.
Each member is committed to absolute compliance with national and local laws and regulations, thus guaranteeing
legitimate professional practice.
Article VII. Excellencein Customer Relations
Service Quality
FFGR members are committed to offering a high-quality customer service, characterised by courtesy, punctuality and
a top-of-the-range service.
We are committed to providing exemplary customer service, characterised by courtesy, punctuality and premium
quality, reflecting the prestige of our profession.
Article VIII: Commitment to Quality and Ethics
Members of the FFGR undertake to act with honesty, transparency and integrity, respecting the values and ethical
principles promoted by the Fédération Française de la Grande Remise.
1) Ethics of a quality Private Chauffeur FFGR :
Ethics towards the customer are strongly linked to the quality of the welcome and service provided by the
Chauffeur: Member of the Fédération Française de la Grande Remise
- Must always be presentable (well-groomed and impeccably hygienic).
- Must respect the charter by complying with the required criteria for driver presentation.
- Must keep their vehicle in a clean and tidy condition.
- Must be polite, calm, and cool-headed to guarantee the customer a journey in the best possible conditions.
- If they accept a ride, they must do their utmost to honor it.
- Undertakes never to give their own contact details to customers.
- Shall refrain from denigrating the FFGR Association in front of the customer and shall not offer preferential rates to encourage customers to call them directly.
- Must present themselves to the customer as a driver of the FFGR Association.
- To build customer loyalty, at the end of the service, they undertake to give the customer an FFGR Association business card.
- Undertakes to respect customer ethics as well as all loyalty advice intended to help the FFGR Association grow.
- Must act in good faith and with complete transparency.
2) Elegant Dress
Criteria Required:
- A classic 3-piece suit
- Ironed suit trousers with pleats, color black
- Black suit jacket
- Black suit waistcoat
- A classic plain white shirt: ironed with a closed collar
- A sober tie, in black
- A classic black coat
- A pair of classic shoes:
- With laces
- In smooth black leather and waxed
- A pair of classic tall socks in plain black
3) Courteous Attitude
Criteria Required:
- Smiling and welcoming demeanor
- Being discreet and professional
- Speaking English properly
- Taking charge of the passenger’s baggage
- Opening the vehicle door for the passenger
- Ensuring the passenger’s comfort in the vehicle
- Always addressing customers by their title and surname
- Checking the customer’s destination
- Observing a 15-minute courtesy period
- Accompanying customers to their door
4) Meticulous Presentation
Criteria Required:
- Hair cut short, clean, and styled without shaving
- A perfect shave (or a short, close-cropped beard)
- Wearing a discreet watch
- No accessories other than a wedding ring
- Empty pockets (no phone, pack of cigarettes, etc.)
Article IX: Maintaining quality standards
Members undertake to keep their vehicles in good condition and clean, and to ensure a safe and pleasant transport
experience for all customers.
Vehicles must be systematically maintained in impeccable condition, ensuring cleanliness, safety and maximum
comfort for a flawless user experience.
Article X. Insurance and liability
a. Insurance Conformity
Members of the FFGR must hold appropriate professional indemnity insurance that guarantees full coverage in all circumstances.
- Provide complete, accurate, and up-to-date information on their vehicles and drivers.
- Act in good faith and with complete transparency.
- Maintain proof of a valid insurance policy suitable for the business of transporting passengers for hire or reward in private vehicles.
It is essential that all members are covered by comprehensive professional indemnity insurance, offering optimum protection for both the professional and the customer.
Article XI – Respect for brands and commercial management :
The member undertakes to:
- Refrain from damaging the Association’s brand image or that of another affiliated FFGR Member by engaging in actions incompatible with FFGR’s operating rules and/or the ethics of the passenger transport profession.
- Avoid any commercial approaches (such as distributing business cards, leaflets, or making commercial telephone calls) to customers deemed to belong to the customer portfolio of the Fédération Française de la Grande Remise and/or another affiliated FFGR Member.
- Refrain from creating or maintaining a list of contact details for customers considered part of the customer portfolio of the Fédération Française de la Grande Remise and/or another associated FFGR Member, and from archiving their contact details.
Members must embody the values of the Fédération Française de la Grande Remise through their integrity, honesty, and transparency, placing ethics at the heart of their daily actions.
Article XII. Compliance with the Tariffs of the Fédération Française de la Grande Remise
Members of the Fédération Française de la Grande Remise undertake to comply with the FFGR rates and not to charge
less than the minimum rate.
Members of the Fédération Française de la Grande Remise undertake to :
• Comply with the provisions relating to the pricing of races on the FFGR price list.
Article XIII: Our drivers are ambassadors for our Association
The members of the Fédération Française de la Grande Remise are:
- Trustworthy individuals selected for their discretion and reliability.
- Elegant in all circumstances.
- Cultured, multilingual, and competent with a thorough knowledge of their region.
- Trained in the expertise required for our profession.
- Trained in responsible eco-driving.
- Familiar with the codes of the hotel and luxury industries and accustomed to serving a demanding clientele.
Our primary concern is to provide our customers with impeccable service, combining excellence and quality. To achieve this, we apply a strict quality procedure daily and conduct numerous checks.
Article XIV. Training of FFGR Members
a. A group of employees trained to excel
Each member of the Fédération Française de la Grande Remise undertakes to comply strictly with the FFGR Quality
Charter.
Each member must be trained in FFGR Quality.
Our drivers will be assessed on their general knowledge, language skills and topographical and tourist knowledge.
We are also looking at the possibility of introducing learning assessments to ensure that each of our members
achieves the required level of excellence.
In-house training courses will be held every year for all our employees, because customer relations begin as soon as
the order is taken.
Article XV: Quality tools
Our planning management software will enable us to monitor each assignment in real time and to stay in direct
contact with our drivers thanks to a geo-localised application.
Our management software will inform our drivers in real time of their CO² consumption per assignment completed.
Article XVI: Constant quality control
On-site checks and mystery audits will be carried out on an ad hoc basis to guarantee a consistent level of service.
We will carry out regular customer satisfaction surveys in order to maintain a level of service that is true to the FFGR
brand.
Our Grande Remise business has finally been recognised and now has a label that sets it apart from VTC
applications. The Fédération Française de la Grande Remise is preparing to acquire this label, so coveted by
professionals in the sector: “Label Limousine VTC Qualité Tourisme”, which will mark a significant difference in the
market.
Article XVII. Ecology
Our ecological commitments
We will give priority to using our hybrid or electric vehicles to carry out our daily missions. We will train all our
members in eco-driving to reduce our carbon footprint.
We strongly encourage our employees to implement anti-waste and recycling measures to protect the environment.
Article XVIII. Communication between professionals & partners
- Show courtesy towards colleagues and partners
- To be an active member of the FFGR communication network in order to increase efficiency between
partners in the service of the customer
Article XIX – Approval and authorization
Members of the Fédération Française de la Grande Remise:
- Undertake, as trusted partners, to comply with the provisions of the Charter.
- Can be identified by the “Quality Charter” badge affixed to the inside or outside of the vehicle.
- Compliance with the Charter may be assessed through customer satisfaction surveys.
- Customers may report their dissatisfaction in writing by emailing the FFGR with proof of a ticket issued by the VTC.
By signing this charter as described above, you agree to undertake to respect and apply it.
This charter reflects the commitment of FFGR members to providing an exemplary service, while complying with the
most stringent standards in our profession.
