Tender

Optical Consumer Complaints Service (Mediation)

GENERAL OPTICAL COUNCIL (UK)

This public procurement record has 1 release in its history.

Tender

07 Nov 2019 at 17:45

Tender Notice
Summary of the contracting process

The General Optical Council (UK) is seeking tenders for the Optical Consumer Complaints Service (Mediation) under a selective procurement method using a restricted procedure. This procurement process, classified under arbitration and conciliation services (CPV code: 79422000), is currently in the Tender stage, with submissions due by 9 December 2019. The contract period is set to commence on 1 April 2020, running until 31 March 2023. Introduction of this service aims to ensure consumer complaints are addressed effectively and equitably across various regions, including the United Kingdom and other British Overseas Territories.

This tender presents a valuable opportunity for businesses specialising in consumer services, mediation, and dispute resolution. Companies that are well-versed in providing impartial support, especially those with experience in the optical sector or working with regulatory bodies, will be well-positioned to compete. Additionally, small to medium-sized enterprises (SMEs) and voluntary, community, and social enterprise (VCSE) organisations are encouraged to participate, as the procurement aims to create accessible options for diverse businesses that can deliver innovative and fair solutions.

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Notice Information

Notice Title

Optical Consumer Complaints Service (Mediation)

Notice Description

Our requirements are that: (a) The service must be free to users (it will be funded by the GOC); (b) The service must be demonstrably independent of the NHS, UK Government, optical professionals and optical professional bodies; (c) The service must treat individuals fairly, regardless of their background, characteristics or circumstances and the service provider must collect EDI data (with appropriate regard to data protection legislation); (d) The service must be unbiased and resolution-focused; (e) The service must have access to clinical expertise; (f) The service must have a robust mechanism for identifying matters that raise issues of fitness to practise and require escalation to the GOC; (g) The service must be visible on the Internet and have a dedicated web presence via the www.opticalcomplaints.co.uk domain (which will continue to be owned by the GOC); (h) The service must not be subcontracted unless the GOC has agreed this in advance in writing; (i) The service must have a documented appeal and review mechanism for circumstances where the proposed resolution is not accepted; (j) The service must operate a mechanism for consumers to complain about the Service, if they are dissatisfied; (k) The service provider must work closely with the GOC and abide by the published 'Working Together' policy (l) The service provider must work with the GOC and with the optical profession to further establish awareness of the service and to promote its benefits to the profession. (m) The service provider must collect trend and outcome data and must publish an annual report in the form that previous annual reports have taken; (n) The service provider must report annually to the GOC Council; and (o) The service provider must maintain the OCCS service on the list of accredited ADR providers pursuant to the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. [Please note that suppliers who are invited to tender in full may be subject to a financial appraisal, including appropriate financial checks and reports and a risk analysis.]

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c945cac0-eb89-421b-acdb-02bd2d280f16
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Restricted procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79422000 - Arbitration and conciliation services

Notice Value(s)

Tender Value
£500,000 £500K-£1M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
7 Nov 20196 years ago
Submission Deadline
9 Dec 2019Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
31 Mar 2020 - 31 Mar 2023 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
GENERAL OPTICAL COUNCIL (UK)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
EC4M 7NG
Post Town
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
City of London
Electoral Ward
Farringdon Within
Westminster Constituency
Cities of London and Westminster

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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