Closed
Alternative Dispute Resolution for the Rail Industry.
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
railway operations support
train schedule coordination
track maintenance facilitation
rail signalling aid
train monitoring service
platform operations support
railway crew assistance
rolling stock servicing aid
rail journey facilitation
track-side operations support
customer services
client support
consumer assistance
helpdesk services
service desk
customer interaction
service experience management
client relations
after-sales support
customer care
arbitration services
conciliation services
dispute resolution
mediation services
conflict resolution consultancy
third-party arbitration
ADR services
conciliation consultancy
dispute settlement
arbitration tribunal services
Tender Lot Details
2 Tender Lots
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Possible Competitors
1 Possible Competitors
