---
title: "Complaints Messaging Service for IELTS"
ocid: "ocds-b5fd17-f10ce67d-b6d2-4b1f-a6d9-46ad84b1e215"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-f10ce67d-b6d2-4b1f-a6d9-46ad84b1e215"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-f10ce67d-b6d2-4b1f-a6d9-46ad84b1e215.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-f10ce67d-b6d2-4b1f-a6d9-46ad84b1e215.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "BRITISH COUNCIL(THE)"
published: "2021-05-05"
---

# Complaints Messaging Service for IELTS

Buyer: BRITISH COUNCIL(THE)  
Current stage: Award  
OCID: ocds-b5fd17-f10ce67d-b6d2-4b1f-a6d9-46ad84b1e215

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## Summary

The British Council, based in Manchester, is conducting a tender for the "Complaints Messaging Service for IELTS". This project falls under the services category, specifically focusing on dedicated-business telephone network services. The tender is currently in the award stage, with the contract period running from 2nd August 2019 to 1st August 2022. The open procurement method was adopted for this contract, which is valued at £49,000, and the tender period closed on 15th July 2019 at 23:59 BST.

This tender presents significant opportunity for SMEs that specialise in telecommunications and customer service solutions, particularly those experienced in managing call centres or providing telephone services. Suppliers capable of delivering a 24/7 complaints messaging system and demonstrating relevant capability are well-suited to participate. Engaging in this tender can enhance a business's portfolio and establish a valuable partnership with a prominent organisation like the British Council.

## Notice

The British Council are developing a new complaints process, to provide customers with a single line of contact for IELTS. British Council, IDP, IELTS Australia (IDP) and Cambridge Assessment English jointly own the IELTS test. IELTS USA manages the administration of IELTS operations throughout the US test centre network and therefore any complaints received will need to be distributed to 1 of 4 parties. A 24/7 telephone complaints messaging service is required to log and distribute calls to relevant parties: the British Council, IDP, Cambridge Assessment English or IELTS USA. The call handler must ensure on receiving the call that they log who the complaint is relevant for and ensure that only the relevant party receives the captured information. The supplier must also ensure that all information reported confirms whether the complaint was logged in the UK (for a UK test) or in the rest of the world (for a rest of the world test). Additional information: Bidders will be required to register on British Council's e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process. Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return. Bidders will also be required to demonstrate their capability and 'means of proof' will be required. These conditions are outlined in the ITT.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/04b4546c-c39b-4869-987d-2f282fabc21c |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (above threshold) |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 May 2021 |
| Submission deadline | 15 Jul 2019 |
| Future notice date | Not specified |
| Award date | 1 Aug 2019 |
| Contract period | 1 Aug 2019 - 1 Aug 2022 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £49,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | BRITISH COUNCIL(THE) |
| Locality | MANCHESTER |
| Post town | Manchester |
| Postcode | M1 6BB |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD33 Manchester |
| Local authority | Manchester |
| Electoral ward | Piccadilly |
| Westminster constituency | Manchester Central |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | SPS DOORGUARD |

## CPV Codes

### Divisions

- 32 - Radio, television, communication, telecommunication and related equipment
- 64 - Postal and telecommunications services
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 32543000 - Telephone switchboards
- 32551200 - Telephone exchanges
- 64213000 - Shared-business telephone network services
- 64214000 - Dedicated-business telephone network services
- 79510000 - Telephone-answering services

## Release History

- 5 May 2021 at 10:22 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/04b4546c-c39b-4869-987d-2f282fabc21c
- 13 Jun 2019 at 13:52 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/7ce3eb42-75b3-4849-95ac-f28b89d921e1
- 12 Jun 2019 at 15:43 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/7ce3eb42-75b3-4849-95ac-f28b89d921e1

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/04b4546c-c39b-4869-987d-2f282fabc21c
  5th May 2021 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/7ce3eb42-75b3-4849-95ac-f28b89d921e1
  13th June 2019 - Opportunity notice on Contracts Finder

## Notice URLs

- https://in-tendhost.co.uk/britishcouncil

## 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-f10ce67d-b6d2-4b1f-a6d9-46ad84b1e215. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-f10ce67d-b6d2-4b1f-a6d9-46ad84b1e215.json.