Optical Consumer Complaints Service (Mediation)

Concepts

• arbitration and conciliation
• optical professionals
• optical care
• optical consumer complaints service
• optical businesses
• optical professional bodies
• optical goods
• optical eyecare
• a single service provider
• the service provider

Location

London

Description

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

Total Quantity or Scope

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 … The service provider should expect to receive approximately 1800 cases a year and these should be resolved within approximately 45 days.

Renewal Options

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

CPV Codes

• 79422000 - Arbitration and conciliation services

Indicators

• An E-Catalogue is required.
• Bids should cover the whole contract.
• Renewals are available.
• Performance considerations apply.
• Professional qualifications are sought.
• Staff qualifications are relevant.
• Award on basis of price and quality.

Other Information

We are the regulator for the optical professions in the UK. Our purpose is to protect the public by promoting high standards of education, performance and conduct amongst opticians. We currently register around 30,000 optometrists, dispensing opticians, student opticians and optical businesses. A brief description of our four core regulatory functions is: - Setting standards for optical education and training, performance and conduct. - Approving qualifications leading to registration. - Maintaining a register of individuals who are qualified and fit to practise, train or carry on business as optometrists and dispensing opticians. - Investigating and acting where registrants’ fitness to practise, train or carry on business is impaired. This procurement process is being undertaken as a restricted tender procedure, pursuant to section 4.9 of the GOC Contracts and Procurement Policy: contract-and-procurement-policy-approved-sep-23.pdf (optical.org). Please note that contracts for the provision of mediation services fall outside of EU procurement regulations (Directive 2014/24/EU of the European Parliament and of the Council of 26 February 2014, and Part 10 of the Public Contracts Regulations 2015). If there are any concerns about the timeline to deliver this service, please raise these within the expression of interest so that we can consider these on receipt of applications. NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at https://www.mytenders.co.uk/Search/Search_Switch.aspx?ID=230607. The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.mytenders.co.uk/sitehelp/help_guides.aspx. Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. (MT Ref:230607)