Published date: 27 January 2023

This notice was replaced on 14 June 2023

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

Awarded contract (published 14 June 2023)

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

  • Customer services - 79342300

Location of contract

United Kingdom

Value of contract

£6,000,000

Procurement reference

ORR/CT/22-03

Published date

27 January 2023

Closing date

13 March 2023

Closing time

10am

Contract start date

22 May 2023

Contract end date

5 September 2028

Contract type

Service contract

Procedure type

Open procedure (above threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

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.

More information

Links

  • http://orr.bravosolution.co.uk
  • Bidding documents
  • The complete Invitation to Tender document set can be found within the ORR Procurement Portal (BARVO).

Additional text

This requirement is advertised on Finder A Tender: https://www.find-tender.service.gov.uk/Notice/002457-2023?

About the buyer

Contact name

Gayle Webster

Address

25 Cabot Square
London
E144QA
England

Telephone

02072823944

Email

procurementteam@orr.gov.uk