Gare SIDI SLIMANE MEDINA | Av. Mohamed V, Sidi Slimane 14200, Morocco

Well done

Abdelhak Biyadi

Subject: Complaint regarding an incident at the ONCF station in Sidi Slimane Medina To the attention of: The Regional Director of the National Railways Office (ONCF) Copy to: – The ONCF Ombudsman – The Ombudsman of the Kingdom of Morocco Legal references: Dahir No. 1-63-260 of November 12, 1963, establishing the National Railways Office (ONCF) Law No. 52-03 relating to the organization and regulation of rail transport Moroccan Penal Code – Article 381 relating to the usurpation of office or position Dahir No. 1-58-008 of February 24, 1958, establishing the general status of the civil service (Article 15: duty of respect and courtesy towards users of public services) 1. Background to the complaint On 08/10/2025, We parked our bicycles in an open space within the Sidi Slimane Medina train station. There were no prohibition signs or markings on the ground indicating that this area was reserved or prohibited for parking. We therefore acted in good faith, in accordance with the regulations in force (Law No. 52-03) governing the use and discipline of railway facilities. 2. Intervention by an unidentified individual and impersonation of a function An individual wearing a vest similar to that of ONCF personnel intervened, claiming to manage the space in question. Upon observation, it appeared that this person was not an ONCF agent, but a private individual illegally occupying the premises. Wearing a badge or uniform that could cause confusion constitutes impersonation or impersonation, punishable under Article 381 of the Moroccan Penal Code. According to information gathered on site, this individual maintains direct ties to the station director, which makes the situation even more worrying. 3. Behavior of the Station Director During our attempt to clarify the situation, the station director himself intervened. Not only did he refuse to identify himself, despite my legitimate request for his first and last name—which violates the transparency obligation of public officials set out in Article 15 of Dahir No. 1-58-008—but he also behaved unacceptablely toward us. The director defended the unauthorized individual, raised his voice, made inappropriate remarks, and mimicked our facial expressions and gestures in a mocking and disrespectful manner. These actions constitute a clear attack on the dignity of public service users and violate the duty of respect and neutrality imposed on all civil servants and public officials. 4. Customer Service Malfunctions We also noted serious malfunctions in customer service management: A wait of more than 15 minutes in a queue, A ticket counter closed without any explanation, Three agents visible inside the offices, none of whom were attending to passengers. These findings demonstrate a serious breach of the ONCF's Quality of Service Charter and Article 8 of Dahir No. 1-63-260, which requires the Office to provide efficient, courteous, and respectful public service. 5. Requests I request: The opening of an internal investigation into the events that occurred at the Sidi Slimane Medina station. The identification and verification of the status of the person wearing an ONCF vest without authorization. Disciplinary measures against the station manager for his refusal to provide identification and his disrespectful behavior. Improving reception services and ticket office management at this station. 6. Conclusion I remain available to provide any additional information and request to be kept informed of the outcome of this complaint. Pending a written response, please accept, Mr. Regional Director, the assurances of my highest consideration.

Zakaria Mahfoud

The number of trains between Casablanca and Sidi Slimane needs to be increased; it's unacceptable to wait one, and sometimes two, hours for a two-hour journey.

brahim aouiche

Well organized

sajidi Hicham

Hamza Bouhlal

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