--- title: "Optical Consumer Complaints Service (Mediation)" ocid: "ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac.json" source: "Contracts Finder" current_stage: "Tender" buyer: "GENERAL OPTICAL COUNCIL (UK)" published: "2019-11-07" --- # Optical Consumer Complaints Service (Mediation) Buyer: GENERAL OPTICAL COUNCIL (UK) Current stage: Tender OCID: ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac.json) ## Summary 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. ## Notice 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.] ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c945cac0-eb89-421b-acdb-02bd2d280f16 | | 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 | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 7 Nov 2019 | | Submission deadline | 9 Dec 2019 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Mar 2020 - 31 Mar 2023 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £500,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | GENERAL OPTICAL COUNCIL (UK) | | Locality | LONDON | | Post town | Central London | | Postcode | EC4M 7NG | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | City of London | | Electoral ward | Farringdon Within | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79422000 - Arbitration and conciliation services ## Release History - 7 Nov 2019 at 17:45 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/c945cac0-eb89-421b-acdb-02bd2d280f16 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/c945cac0-eb89-421b-acdb-02bd2d280f16 7th November 2019 - Opportunity notice on Contracts Finder - https://www.mytenders.co.uk/search/show/search_view.aspx?ID=NOV158612 NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at the link provided. ## Notice URLs - http://www.optical.org ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac.json.