Rail Ombudsman Service

Concepts

• customer services
• rail ombudsman service
• rail industry
• rail service
• source of evidence
• profit basis
• overall passenger experience
• impartial arbitrator
• orr
• consumers

Location

United Kingdom:

Description

The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features: a. free to consumers; b. an impartial arbitrator for firms and consumers in resolving disputes; c. run on a not for profit basis; d. issues decisions that are binding on firms but not consumers; and e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service.

Total Quantity or Scope

Services as described above (II.1.4) for an initial period of 5 years with the option to extend for a further 5 years.

Renewal Options

There is an option to extend the initial contract period by a further 60 months (5 years).

CPV Codes

• 79342300 - Customer services

Indicators

• This is a one-off contract (no recurrence)
• Options are available.
• Renewals are available.
• Professional qualifications are sought.

Other Information

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