Published date: 23 August 2017

This notice was replaced on 27 September 2017

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Awarded contract (published 27 September 2017)

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Contract summary

Industry

  • Business services: law, marketing, consulting, recruitment, printing and security - 79000000

Location of contract

Any region

Value of contract

£25,000 to £30,000

Procurement reference

ORR/CT/17-25

Published date

23 August 2017

Closing date

8 September 2017

Contract start date

18 September 2017

Contract end date

1 December 2017

Contract type

Service contract

Procedure type

Not applicable

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

This research is commissioned by ORR's consumer team in support of our strategic objective to promote better customer service for rail passengers.
One of our key roles in this area is to secure compliance with consumer law, particularly amongst train companies, to help ensure that all rail users get the service to which they are entitled.
Amongst the consumer laws train companies are required to comply with are those that require them to provide consumers with the information they need to make informed choices, for example when buying and using train tickets, and to have terms and conditions that are fair and transparent (written in plain and intelligible language).
In this context, we recently commissioned an audit of train company websites , one of the findings of which was that train companies could do more to improve the prominence of key terms and conditions on their websites, and we are currently carrying out a desk-based review of terms and conditions against the relevant legal standards to assess the extent to which these are fair and transparent.
The requirement: We are now commissioning this further piece of primary research to support the above work by providing us with insight into passengers' actual awareness, understanding, and perceptions in relation to relevant terms and conditions.

More information

Attachments

Additional text

This tender closes on 08/09/2017 at 12pm. All communication must be made via the portal.

About the buyer

Contact name

Mayank Vyas

Address

1 Kemble Street
London
WC2B 4AN
England

Email

mayank.vyas@orr.gsi.gov.uk