Source: https://tendernation.io/opportunities/01a13c35-fd1a-70d4-b2d3-7fea52533387/optical-consumer-complaints-service-mediation closed GB restricted procedure Suitable for SMEs # Optical Consumer Complaints Service (Mediation) [General Optical Council (UK)](https://tendernation.io/buyers/general-optical-council-uk) Estimated value £100,000 to £500,000 Published 7 Nov 2019 Deadline Closed 9 Dec 2019 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Buyer says suitable for VCSEs The buyer ticked “suitable for voluntary, community and social enterprises” on the notice. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender Our requirements are that: - The service must be free to users (it will be funded by the GOC); - The service must be demonstrably independent of the NHS, UK Government, optical professionals and optical professional bodies; - 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); - The service must be unbiased and resolution-focused; - The service must have access to clinical expertise; - The service must have a robust mechanism for identifying matters that raise issues of fitness to practise and require escalation to the GOC; - The service must be visible on the Internet and have a dedicated web presence via the [opticalcomplaints.co.uk](https://www.opticalcomplaints.co.uk) domain (which will continue to be owned by the GOC); - The service must not be subcontracted unless the GOC has agreed this in advance in writing; - The service must have a documented appeal and review mechanism for circumstances where the proposed resolution is not accepted; - The service must operate a mechanism for consumers to complain about the Service, if they are dissatisfied; - The service provider must work closely with the GOC and abide by the published 'Working Together' policy - 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. - The service provider must collect trend and outcome data and must publish an annual report in the form that previous annual reports have taken; - The service provider must report annually to the GOC Council; and - 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. \[Please note that suppliers who are invited to tender in full may be subject to a financial appraisal, including appropriate financial checks and reports and a risk analysis.\] Read full description ## CPV classification Arbitration and conciliation services Source Contracts Finder (UK) [View official notice](https://www.contractsfinder.service.gov.uk/notice/1f331d06-a777-4f5f-9d43-a05dc81c90ac) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. 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