---
title: "Optical Consumer Complaints Service (Mediation)"
ocid: "ocds-h6vhtk-041067"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-041067"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-041067.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-041067.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "GENERAL OPTICAL COUNCIL"
published: "2023-10-31"
---

# Optical Consumer Complaints Service (Mediation)

Buyer: GENERAL OPTICAL COUNCIL  
Current stage: Tender  
OCID: ocds-h6vhtk-041067

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-041067.json)

## Summary

The General Optical Council, a regulatory body for optical professions in the UK, is conducting a restricted tender procedure for the provision of an Optical Consumer Complaints Service (Mediation). This service, funded by the GOC and independent of NHS and government bodies, aims to resolve consumer complaints about optical goods and services. The contract period is planned from 1 April 2024 to 31 March 2027, with a possible one-year extension. The tender value is £720,000 GBP, and electronic submission is required. The deadline for tender submission is 1st December 2023, with invitations to the second stage planned for 8th December 2023.

This tender offers an opportunity for service providers experienced in mediation, arbitration, or conciliation, to deliver a resolution-focused service meeting specific criteria. Suitable businesses will need to demonstrate a good understanding of consumer rights and stakeholder engagement. The service provider is expected to handle approximately 1800 cases yearly and publish annual reports. Collaboration with the GOC and the optical profession is crucial, and adherence to detailed service requirements, including maintaining accreditation, is essential for successful participation in this procurement process.

## Notice

Our requirements are that: (a) The service must be free to users and 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 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); (f) The service must not be subcontracted unless the GOC has agreed this in advance in writing; (g) The service must have a documented appeal and review mechanism for circumstances where the proposed resolution is not accepted; (h) The service must operate a mechanism for consumers to complain about the Service, if they are dissatisfied; (i) The service provider must work closely with the GOC and abide by the published 'Working Together' policy (j) 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. (k) The service provider must collect trend and outcome data and must publish an annual report in the form that previous annual reports have taken; (l) The service provider must report annually to the GOC Council; and (m) 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

### Lot Information

Lot 1

The Service We are seeking to procure a provider for an Alternative Dispute Resolution (ADR) mediation service in respect of consumer complaints about optical goods and services provided by General Optical Council (GOC) registrants, or by the businesses that employ them in the UK. The Optical Consumer Complaints Service (OCCS) is an independent and free mediation service for consumers (patients) of optical care and the professionals providing that care. The service is funded by the GOC and will be provided to members of the public, registrants, optical businesses and others. Disputes generally relate to the supply of spectacles, frames, lenses or contact lenses and the supply of optical eyecare and dispensing provided by opticians (optometrists and dispensing opticians). The provision of the OCCS service will be governed by an agreement commencing 1 April 2024 and concluding 31 March 2027, with an option for the GOC to extend for 12 months at the conclusion of the three-year contract period. We are looking to appoint a single service provider. The current OCCS website is at: https://www.opticalcomplaints.co.uk/ Service Requirements Our requirements are that: (a) The service must be free to users and 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 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); (f) The service must not be subcontracted unless the GOC has agreed this in advance in writing; (g) The service must have a documented appeal and review mechanism for circumstances where the proposed resolution is not accepted; (h) The service must operate a mechanism for consumers to complain about the Service, if they are dissatisfied; (i) The service provider must work closely with the GOC and abide by the published 'Working Together' policy (j) 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. (k) The service provider must collect trend and outcome data and must publish an annual report in the form that previous annual reports have taken; (l) The service provider must report annually to the GOC Council; and (m) 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 The service provider should expect to receive approximately 1800 cases a year and these should be resolved within approximately 45 days.

Renewal: The GOC may extend the contract by 1 year (12 months).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/032088-2023 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 31 Oct 2023 |
| Submission deadline | 1 Dec 2023 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | £720,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | GENERAL OPTICAL COUNCIL |
| 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

- 31 Oct 2023 at 10:36 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/032088-2023

## Notice URLs

- http://www.optical.org
- https://optical.org/
- https://www.gov.uk/government/publications/public-procurement-review-service-scope-and-remit
- https://www.mytenders.co.uk/Search/Search_Switch.aspx?ID=230607
- https://www.mytenders.co.uk/search/Search_AuthProfile.aspx?ID=AA14321
- https://www.mytenders.co.uk/sitehelp/help_guides.aspx
- https://www.opticalcomplaints.co.uk/
- https://www.opticalcomplaints.co.uk/insights/downloads/

## 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-h6vhtk-041067. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-041067.json.