Optical Consumer Complaints Service (Mediation)

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