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Alternative Dispute Resolution for the Rail Industry.
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Descriptions
ATOC Limited (‘ATOC’) is seeking a provider to establish, operate and promote an Alternative Dispute Resolution (‘ADR’) scheme for the rail industry, which will provide consumers with free ADR empowered to enforce binding redress on participating rail companies who have been unable to resolve eligible complaints about their contracted service. Last year, the industry's existing appeals bodies received around 6 000 disputes of this nature and it is likely that this number will increase in light of the publicity surrounding the launch of an ADR scheme (the ‘Scheme’) in the sector.The Scheme will provide independent representation in Great Britain for both rail customers and for the companies who are the subject of the complaint. It is essential that the Scheme provides excellent customer service to rail customers, in line with service levels designed to deliver rapid and fair resolution of their disputes.
Timeline
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Tender Regions
CPV Codes
63711000 - Support services for railway transport
79342300 - Customer services
79422000 - Arbitration and conciliation services
Keywords
customer care
client support
client relations
ADR services
service desk
rail signalling aid
dispute settlement
customer interaction
third-party arbitration
arbitration services
train monitoring service
conciliation services
help desk services
conciliation consultancy
consumer assistance
mediation services
dispute resolution
railway crew assistance
after-sales support
customer services
arbitration tribunal services
platform operations support
conflict resolution consultancy
track-side operations support
train schedule coordination
rail journey facilitation
rolling stock servicing aid
track maintenance facilitation
service experience management
railway operations support
Workflows
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Buyer Information
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