Optical Consumer Complaints Service (Mediation)

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.