TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION ...

TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTIONAND EMPOWERMENT (TANSSCOPE),CIVIL SUPPLIES AND CONSUMER PROTECTION DEPARTMENTEzhilagam IV floor , Chepauk,Chennai – 600 005.Tel.: +91-44-28583222, 28583422Fax +91-44-28510731.e-mail: consumer@tn.gov.in, ccs.casec@tn.gov.inWeb: www.consumer.tn.gov.inTable of ContentsSl.No. Chapters Page No.1 Document Control Sheet 22 Notice inviting tender 33 Introduction 64 Scope of work 125 Terms and Conditions 146 Earnest Money Deposit (EMD) 157 Submission of the Tender 168 Signing of Contract and Security deposit 199 Schedule of payment 2010 Termination 2111 General 2312 ANNEXURE – I, Schedule - A. Technical BiddingQualifications2513 ANNEXURE – I, Schedule - B. Financial Bidding 2614 ANNEXURE – II, Draft Agreement 2715 ANNEXURE – III, Letter of Tender 321

Document Control SheetName of the work:Trained Man power support, Facilitation & Coordination for the Call Centre ofState Consumer Help Line at Ezhilagam IV Floor, Chennai –5 for Civil Suppliesand Consumer Protection Department of Government of Tamil Nadu foryearsTender Reference CA1/ 20505/2011Date of issue 23 rd November 2011Last Date for issue of Tender DocumentLast Date and Time for Receipt ofTenderDate and Time of Opening of TenderTechnical BidAddress for Submission of TenderAmount of Earnest Money Deposit(EMD) Demand Draft in favour ofCommissioner, Civil Supplies &Consumer Protection Department .Chennai – 600 005Contract Period5 th December 2011 at 3.00 PM9 th December 2011 at 3.00 PM9 th December 2011 at 3.00 PMPresident, TANSSCOPE, Office of theCommissioner of Civil Supplies &Consumer Protection Department,Ezhilagam IV Floor, Chepauk, Chennai-5.Rs.5,000 /- (Rupees five thousands only)TWO YEARSPRESIDENT, TANSSCOPE &COMMISSIONERCIVIL SUPPLIES & CONSUMERPROTECTION DEPARTMENT2

TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTIONAND EMPOWERMENT (TANSSCOPE),CIVIL SUPPLIES AND CONSUMER PROTECTION DEPARTMENTEzhilagam IV floor , Chepauk,Chennai – 600 005.NOTICE INVITING TENDERRef : CA1/20505/2011, dated: 23 /11/2011TANSSCOPE, a Registered Society under Civil Supplies and ConsumerProtection Department, Government of Tamil Nadu invites Tender from eligibleRegisteredVoluntary Consumer Organisations for “Trained Man power support,Facilitation and Coordination for the Call Centre of State Consumer Help Line atEzhilagam IV Floor, Chennai – 5 run by Tamil Nadu State Society for ConsumerProtection and Empowerment (TANSSCOPE), Civil Supplies and ConsumerProtection Department, Government of Tamil Nadu for TWO years” at the officeof the Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IV Floor,Chepauk, Chennai-5 for the Complaint Redressal Management System of Civil Suppliesand Consumer Protection Department, Government of Tamil Nadu for TWO years.Sealed tenders are invited from Voluntary Consumer Organisations for the above work.The Voluntary Consumer Organisations shall have to fulfill the following minimumcriteria on their own.Prequalification Criteria:-1. This invitation to provide man-power support for Call Centre services is opento registered Voluntary Consumer Organisations who have been involving themselvesin the process of redressal of grievances of consumers and educating consumersregarding their rights envisaged under Consumer Protection Act, 1986.2. The tenderer should be a Voluntary Consumer Organisation (hereinafter alsoreferred to as VCO) functioning as a not-for-profit registered body (registered under theSocieties Act or Trusts Act or Companies Act under section 25) with valid registrationnumber with registration certificate renewed up to current year. The voluntary consumerorganisation should not be blacklisted by any Government agency or implicated in anycriminal case in India or involved in any litigation over its control or management. The3

tenderer (VCO) shall have a permanent registered office in Tamil Nadu with at least 3permanent staff on its rolls for at least three years as on the date of tender and shallhave an annual budget and expenditure of at least Rs. 5 lakhs as demonstrated by itsannual accounts in the last three years. This is required so that it has sufficientmanagerial expertise in training and managing people, besides having reasonableaccess to financial resources to pay call centre staff in advance and recoup the samefrom TANSSCOPE. Experience in professional handling of consumer complaints is anecessary qualification. Tenders of Voluntary Consumer Organisations who do not meetthese qualifying norms will be rejected. VCO should be registered in Mailing list of CivilSupplies and Consumer Protection Department.3. The tenderer should furnish audited financial statements for the last threeyears, audited by a Chartered Accountant, which shall include Profit and Loss Account,Balance sheet and certificates regarding contingent liabilities. In case of any ‘nil’statements, a Chartered Accountant shall certify the same accordingly.Tender Documents:The Tender Document is obtainable from Office of the Commissioner of Civil Suppliesand Consumer Protection, Ezhilagam IV Floor, Chepauk, Chennai-5 on all working daystill 3.00 pm upto 5 th December 2011 on payment of Rs. 500/- (Rupees five hundredonly) in the form of Demand Draft of any Nationalized Bank / Scheduled Bank payableat Chennai drawn in favour of “President, TANSSCOPE, Civil Supplies & ConsumerProtection Department, Chepauk, Chennai-5”. Tender documents can also bedownloaded at free of cost from the website www.consumer.tn.gov.in. In case if anydeviation is found in the tender document from the content of tender documents in thewebsite, the bid shall liable to be rejected at any stage of the contract.Tender Submission:The tender shall be submitted in wax sealed envelopes, which shall be addressed to“The President, Tamil Nadu State Society for Consumer Protection and Empowerment(TANSSCOPE), Office of the Commissioner of Civil Supplies and ConsumerProtection, Ezhilagam IV Floor, Chepauk, Chennai-5. The sealed cover should besuperscribed on the top as “Trained Man power support, Facilitation andCoordination for the Call Centre of State Consumer Help Line at Ezhilagam IV4

Floor, Chennai –5 for Civil Supplies and Consumer Protection Department,Government of Tamil Nadu for two years”.Tenders must be dropped as a single sealed cover containing two separate waxsealed envelopes for Technical Bid and Financial Bid in the Tender Box kept at theOffice of the Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IVFloor, Chepauk, Chennai-5, on or before 3.00 p.m. on 9 th December 2011. TheTechnical Bid will be opened at 3.15 pm on the same day in the presence of biddersand the tender opening committee.EMD Amount is Rs 5,000/- in the form of Demand Draft of any Nationalized Bank/ Scheduled Bank payable at Chennai drawn in favour of President, TANSSCOPE,Office of Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IV Floor,Chepauk, Chennai-5..The filled up Tender Documents can also be sent by Post or by Courier to theabove address. However either TANSSCOPE or Civil Supplies and ConsumerProtection Department shall not be responsible for any delay in transit. Tendersreceived after due date and time will not be considered under any circumstances.If the office happens to be closed on the day as specified, the tenders will bereceived and opened on the next working day at the same time and venue. DeputyCommissioner – I, Office of the Commissioner of Civil Supplies and ConsumerProtection, Ezhilagam IV Floor, Chepauk, Chennai-5 may be contacted for anyclarification on all working days from 2.00 p.m to 5.00 p.m. or over Telephone No: +91-44-28583222 / 28583422 Extn-301. Civil Supplies and Consumer ProtectionDepartment reserves the right to reject any or all proposals and reserves the right tocancel the invitation, advance or postpone without assigning any reasons whatsoever.PRESIDENT, TAMIL NADU STATESOCIETY FOR CONSUMERPROTECTION ANDEMPOWERMENT &COMMISSIONERCIVIL SUPPLIES & CONSUMERPROTECTION DEPARTMENT,CHENNAI-5.5

Trained Man power support, Facilitation and Coordination for the CallCentre of State Consumer Help Line at Ezhilagam IV Floor, Chennai –5 for Civil Supplies and Consumer Protection Department,Government of Tamil Nadu for TWO years1. Introduction1.1 Background:Civil Supplies and Consumer Protection Department, Government of Tamil Naduhas the following objectives relating to Consumer Protection and Awareness To spread awareness on consumer rights amongst all consumersegments and advise/counsel aggrieved consumers To sensitize manufacturers, service providers on consumer rights andquality advice To help consumers get justice when affected by product / servicedeficiencies or by unfair trade practices To continuously access policy changes required in each sector forconsumer empowerment based on consumer grievances and feed back To identify and weed out unfair trade practices in delivery of goods as wellas services To promote sustainable consumptionAlso this Department has responsibility of ensuring proper distribution of essentialcommodities under Public Distribution System through family cards issued to everyfamily of the State of Tamil Nadu. The Consumer Protection / consumer awarenessactivities of Civil Supplies and Consumer Protection Department are being implementedthrough its registered society viz. TANSSCOPE.1.2 State Consumer Help line ConceptThe State Consumer Help Line Project is a joint project of the Union Governmentof India and State Government of Tamil Nadu. It is envisioned that State ConsumerHelp Line of Civil Supplies and Consumer Protection Department would allowconsumers to get advise and support regarding their grievances in regard toproduct or service using any of the communication channels like traditional telephone,e-mail or internet on the lines of the National Consumer Help Line set up by the6any

Department of Consumer Affairs, Government of India. State Consumer Help Linetherefore provides such an integrated service by performing following functions: Advising consumers Registering complaints Taking up complaints with service providers / Manufacturers / agencies /Department branch offices and getting them redressed Maintaining a proper online database of all the above steps Generate sector wise, manufacturer wise, area wise, reports ofgrievances, redressal, etc. for policy inputs.In order to formalize the Civil Supplies and Consumer Protection DepartmentInformation Facilitator function and establish a Grievance Redressal service, CivilSupplies and Consumer Protection Department, Government of Tamil Nadu isimplementing a state-of-art State Consumer Help Line to support disseminatinginformation related to natural and process queries arising with consumers of anyproduct or service. Furthermore, the State Consumer Help line serves as a definedphysical / virtual point of presence for Civil Supplies and Consumer ProtectionDepartment across the State of Tamil Nadu. The State Consumer Help Line is capableof handling phone, fax, e-mail and web based interactions with equal effectiveness.The State Consumer Help Line database will also provide a knowledge warehouse toanalyse the types of consumers problems by sector, service provider, manufacturer,area, gender, etc., to enable policy analysis inputs to various regulatory agencies,including public distribution system. The State Consumer Help Line is being maintainedthrough registered society viz. TANSSCOPE.1.3 Description of WorkThe successful tenderer (Voluntary Consumer Organisation or VCO) has toprovide man power support, Facilitation and Coordination for Call Centre at Office ofthe Commissioner of Civil Supplies and Consumer Protection Department, EzhilagamIV Floor, Chepauk, Chennai-5 run by Tamil Nadu State Society for Consumer Protectionand Empowerment for the Complaint Redressal Management System under StateConsumer Help Line for Civil Supplies and Consumer Protection Department for twoyears. Successful tenderer organisation has to provide the required man power of four7

Call Centre Assistants and one Consumer Help Line Manager to be deployed for thiswork on all working days for Public Distribution outlets for a period of two years.TANSSCOPE shall provide necessary hardware, telephone line, Office Equipments,etc. as per specifications required for running the State Consumer Help Line.The proposed Call Centre shall be the nodal point for all types of complaintspertaining to Civil Supplies and Consumer Protection Department irrespective of nature,source and mode of the complaint. The complaints received from any other source alsoshall be routed through this centre to the online database server utilizing manpower tobe provided by successful tenderer. At the end of every day a report shall be generatedfurnishing details of the department-wise complaints and status of complaints alreadysent. Weekly / monthly review formats also shall be furnished as required from time totime. The VCO shall also provide facilitation for collaboration with service providers andproducers, besides coordinating effective grievance redressal with the Department.The manpower support has to be provided seamlessly during working hoursfrom 10-00 AM till 6-00 PM on all working days of PDS Outlets for a period of twoyears. Minimum pre requisite qualifications of manpower requirement shall be asfollows:a. Call centre Assistants should be degree-holders of a recognised university withcomputer skills with fluency in Tamil and English. At least one of the operatorsshould have fluency in Hindi also.b. Manager of the State Consumer Help Line should be a postgraduate in Commerceor Economics or Law, have working knowledge of consumer rights in various sectorsas well as related consumer problems and at least one year experience in redressalof Consumer Grievances.c. The Manager and Call Centre Assistants should be trained thoroughly in basicconsumer laws and regulations so as to enable them to understand commonproblems faced on a daily basis by SCH clients (citizens primarily from Tamil Naduor from any part of India) communicated over phone or email or fax or online andproperly counsel them on the courses of action and remedies available, besidesinitiating appropriate action to remedy the grievance through follow up with the8

service provider or manufacturer or trader as the case may be, besides ensuring thatthey reply courteously to public even if the caller behaves rudely.1.4 Conditions of Contract1.4.1. The tenderer should be a Voluntary consumer organisation (hereinafter alsoreferred to as VCO) functioning as a not-for-profit registered body (registered under theSocieties Act or Trusts Act or Companies Act under section 25) with valid registrationnumber with registration certificate renewed up to current year. The VoluntaryConsumer Organisation should have registered themselves in the Statewide MailingList of Voluntary Consumer Organisations maintained in Office of the Commissioner ofCivil Supplies and Consumer Protection. The voluntary consumer organisation shouldnot be blacklisted by any Government agency or implicated in any criminal case in Indiaor involved in any litigation over its control or management. The Consumer Organisationshould have previous experience in professional handling of consumer complaints. Thetenderer (VCO) shall have a permanent registered office with at least 3 permanent staffon its rolls for at least three years as on the date of tender and shall have an annualbudget and expenditure of at least Rs. 5 lakhs for the last 3 years as demonstrated byits annual accounts. This is required so that it has sufficient managerial expertise intraining and managing people, besides having reasonable access to financial resourcesto pay call centre staff in advance and recoup the same from TANSSCOPE.1.4.2.The successful tenderer shall provide four Consumer Call Centre Assistantsand one Consumer Help Line Manager to be deployed for this work on all workingdays for a period two years from the date of signing of agreement.1.4.3.The successful tenderer shall ensure that Call Centre Assistants be a degreeholderof a recognized university with computer skills with fluency in Tamil and English.At least one of the Call Centre Assistants should have fluency in Hindi also.1.4.4. The successful tenderer shall ensure that the Manager and Call CentreAssistants are trained properly in consumer laws and regulations so as to enable themto understand common problems faced by SCH clients (citizens primarily from TamilNadu or from any part of India) communicated over phone or email or fax or online andproperly counsel them on the courses of action and remedies available, besidesinitiating appropriate action to remedy the grievance through follow up with the service9

provider or manufacturer or trader as the case may be, besides ensuring that they replycourteously to public even if the caller behaves rudely. The Manager and the CallCentre Assistants shall have up to date knowledge on instructions relating to PublicDistribution System as most of the callers require such information since the StateConsumer Help Line is run by Society under Civil Supplies and Consumer ProtectionDepartment which has Public Distribution System as its prime responsibility. Thetenderer shall also provide advisory support to call centre staff on special grievancesthat need greater analysis.1.4.5. The successful Organisation shall appoint a Nodal Officer for the purpose ofcoordinating activities with the TANSSCOPE. They shall also ensure that the nodalofficer in-charge of the SCH and deployed manager and Call Centre Assistantsdeployed adhere to a laid down code of conduct in dealing with consumers and serviceproviders. Unethical conduct by the staff deployed shall lead to immediate termination ofthe concerned staff.1.4.6 The successful tenderer shall also ensure that the loss of trained manpower isavoided by ensuring proper motivation and recognition. The organisation shall alsoensure that four Call Centre Assistants and one Consumer Help Line Manager are paidwell and certainly above minimum wage rates. The organisation shall get receipts fromcall centre staff deployed by them for the salaries actually paid and not on blank formsor false excess figures. The Contract would be terminated if any such violations noticed.1.4.7.The successful tenderer consumer organisation shall ensure the call centre isoperational at the office of the Commissioner of Civil Supplies and ConsumerProtection, Ezhilagam, Chepauk, Chennai-5 and Call Centre Assistants and Managershould work during all working days of PDS Out lets from 9.30 AM to 6.00 PM in theState Consumer Help Line of the office of the Commissioner of Civil Supplies,Chepauk, Chennai-5 for a period of two years.1.4.8.Though the Department would provide the space, policy support and onlineconsumer help line software, the organisation shall ensure that it provides necessaryfacilitation and guidance to the call centre through the manager to ensure effectiveredressal of grievances of the consumer, through introduction of best practices adopted10

in similar call centres such as the National Consumer Help line as well as other bodieselsewhere in the world, in consultation with the Department.1.4.9.The successful tenderer shall provide continuous inputs and support to the StateConsumer Help Line Online Software contractor for continuous upgradation of thefeatures of the software. Call Centre Assistants should be able to capture notes withrespect to any complaint that is handled. These notes should be available wheneverthe account is queried. These notes should be pre defined and user configurable.1.4.10 The successful tenderer shall ensure availability of four call centre Assistantsand one manager during all prescribed working hours. They should have sufficientreserve personnel for deployment during absence of any of the members deputed forthis purpose. In other words the consumer organisations should ensure that nooperator / supervisor is absent on any of the working days of State Consumer HelpLine.1.4.11. The successful tenderer shall ensure that the SCH online database isadministered properly and privacy of clients is not compromised under any condition bypreventing unauthorized or unintended access to the SCH database by third parties.1.4.12.The SCH data, reports, documents, procedures and systems developed overtime will be unconditional property of TANSSCOPE and Civil Supplies and ConsumerProtection Department and the tenderer shall not use or supply them to a third partywithout express consent of the Department.1.4.13. Software consultants will provide training in usage of application software. Thesuccessful tenderer shall ensure safe and appropriate use of computer hardware andother equipment in the Call centre and prevent any unauthorized use or mishandling ofsuch equipment. The successful tenderer shall be responsible for any damage tocomputer hardware or equipment or software by their staff.1.4.14. The successful tenderer shall submit monthly reports in prescribed proformaregarding the numbers, types and status of grievances redressed, pending andunresolved, every month before the 3 rd working day of the succeeding month. The StateConsumer Help Line and the call centre would be functioning under the monitoring andsupervision of a committee headed by President, TANSSCOPE / Commissioner of Civil11

Supplies and Consumer Protection and the successful tenderer shall present monthlyreports at the committee meetings for course correction or policy changes.1.4.15. The successful tenderer shall also prepare Monthly and Annual reports of theSCH as per the requirement of TANSSCOPE.1.4.16. The successful tenderer consumer organisation shall ensure that theRegistration Certificate, List of office bearers and renewal details of consumerorganisation is provided every year or as and when required by President,TANSSCOPE / Commissioner, Civil Supplies and Consumer Protection Department.1.4.17. Payment to the successful tenderer shall be made at the end of each monthbefore 15 th of the succeeding month subject to satisfactory service as per anagreement (Annexe- II ) to be executed between the TANSSCOPE and the successfultenderer.1.4.18. Any other terms and conditions may be mutually determined by TANCCSOPE /Civil Supplies and Consumer Protection Department to be necessary for the dueperformance of the work.1.4.19 Deviation in adherence to the above rules shall result in cancellation of contractat any point of time through a written notice along with forfeiture of deposit and withoutany kind of compensation to the successful tenderer.2. SCOPE OF WORK:The scope of work of the successful tenderer will include but not limited to thefollowing:2.1.1. Studying the existing complaint management system and consumer disputesredressal system of Civil Supplies and Consumer Protection Department in regard toConsumer complaints other than Public Distribution System and in respect of PublicDistribution System. The proposed Call Centre shall be the nodal point for all types ofcomplaints pertaining to Civil Supplies and Consumer Protection Departmentirrespective of nature, source and mode of the complaint.2.1.2. Support and coordinate TANSSCOPE and software contractor in properdeployment of online SCH software. Complaints received from any other source suchas e.mail, web on line facility and written complaints received through post and inperson are also shall be routed through this centre by Call Centre Assistants and12

Manager to the destined place after taking necessary scanned images and storing inthe same unified data base in the mode prescribed by the Department. All hard copiesof complaints shall be scanned and stored in the database in an appropriate manner foreasy retrieval.2.1.3. In the process of providing sufficient training to Call Centre Assistants andmanager proposed to be deployed for the proposed Call Centre and further activities inthe State Consumer Help Line, they will be guided and managed by staff at least in thecadre of Superintendent of Consumer Protection Wing.2.1.4. The successful tenderer shall provide necessary training to the call agents andsupervisory staff. The call centre Assistants and manager will be given necessarytraining to setup effective collaboration with service providers and producers/sellers toenable effective grievance redressal.2.1.5. The successful Organisation shall document grievances and their redressal on aweekly / monthly / annual basis and provide analytical inputs for various Governmentagencies and private service providers/manufacturers.2.1.6. The successful Organisation shall assist the department in marketing the SCHservices effectively through media and directly in periodical manner.2.1.7 The successful Organisation shall facilitate significant improvement in the mannerand outcomes in grievance redressal and advise the Department in raising the servicelevels/performance of SCH measured in terms of the following parameters to reach orexceed National standards set by NCH or international standards set by consumerhelplines in other nations:• Ease of availability of SCH lines to clients in Tamil Nadu and India• Quality of advise and legal advise given to clients• Number of grievances received per capita population.• Number of grievances resolved• Percentage of grievances resolved• Average time taken to respond to each grievance• Average time taken to resolve grievances• Number of companies/service providers/manufacturers effectively collaboratingwith SCH13

• Satisfaction levels of clients using the SCH (through periodical telephonic/emailsurveys)2.2 SERVICE DESCRIPTION:2.2.1 The successful tenderer has to provide four Call Centre Assistants and oneManager to provide online counseling on consumer issues and Public DistributionSystem issues. They should receive and process any number of complaints.2.2.2. The successful tenderer has to ensure availability of all Call Centre Assistantsand manager for two years of the contract period commencing from 30 days from thedate of signing the agreement. (Annexure II) The State Consumer Help Line shallfunction during all working days of PDS outlets under Civil Supplies and ConsumerProtection Department from 09-30 AM to 6-00 PM.2.2.3 The successful Organisation has to ensure provision of legal and subject matteradvise and support to Call centre manager and periodical training and guidance to allSCH staff.2.2.4. The successful organization shall provide Overall facilitation and support forsoftware upgradation2.2.5. The successful organization shall provide Analytical and Policy inputs based onperformance of SCH2.2.6 The successful organization shall assist the TANSSCOPE and Department insetting and raising standards of performance/service levels of SCH to national andworld standards from time to time and facilitating SCH to achieve higher levels ofconsumer satisfaction in legal advise and grievance resolution.2.2.7 The successful organization shall assist in annual external evaluation of consumersatisfaction on SCH services3. TERMS AND CONDITIONSFollowing terms and conditions are intended to sensitize the tenderer to variousclauses, which may be reflected in the final Contract.3.1 Tender for ProposalThe tenderer is expected to examine all instructions, forms, terms andspecifications contained in this document. The proposal should be precise, complete14

and in the prescribed format as per the requirements of this tender document. Failure tofurnish all information required by this tender document or submission of applicationsnot responsive to this tender document in every respect will be at the applicant’s riskand may result in rejection.3.2 Content of Tender documentThis document has to be read in its entirety. The terms and conditions for thetender encompasses all the terms and conditions mentioned in this document.However, the President, TANSSCOPE and Commissioner of Civil Supplies andConsumer Protection Department reserves the right to alter any of the above-mentioneddates at a short notice. The same will be intimated to all concerned parties. Beforesubmitting the proposal, due diligence can be undertaken by tenderer.3.3 Clarification & Amendment on Tender documentA prospective tenderer requiring any clarification on the tender document maynotify TANSSCOPE / Civil Supplies and Consumer Protection Department in writing tothe President, TANSSCOPE and Commissioner of Civil Supplies and ConsumerProtection Department, Ezhilagam IV Floor, Chepauk, Chennai-5.In case any one tenderer asks for a clarification on the tender documents inwriting before 48 hours of the opening of the Tender, TANSSCOPE / Civil Supplies andConsumer Protection Department shall ensure that a reply is sent and copies of thereply to the clarification sought will be communicated to all those who have purchasedthe tender documents without identifying the source of the query.At any time after the issue of the tender documents and before the opening ofthe tender, TANSSCOPE / Civil Supplies and Consumer Protection Department maymake any changes, modifications or amendments to the tender documents and shallsend intimation of such change to all those who have purchased the original tenderdocuments.3.4 Earnest Money Deposit (EMD) AmountThe Tender (Technical bidding -Cover A) shall contain Earnest Money Deposit(EMD) of Rs. 5,000/- ( Rupees five thousand only ) in the form of Demand Draft / PayOrder / Bankers Cheque of any Nationalized or any other scheduled bank drawn in15

favour of " PRESIDENT, TANSSCOPE " payable at Chennai. The E.M.D. will not bereceived in cash or currency notes or cheques or in the shape of NSC or governmentbonds and the tender shall be rejected if E.M.D. is not paid in the prescribed manner.E.M.D. will be refunded to the unsuccessful tenderer on application after intimation issent on the rejection of the tender or at the expiry of 90 days from the date of tenderwhich ever is earlier. E.M.D of the successful tenderer will be returned only afterdeposit of performance guarantee. Tenders with out E.M.D are liable for rejection.E.M.D made by the tenderer will be forfeited if:-1. the tenderer withdraws his tender or back out after acceptance2. the tenderer withdraws his tender before the expiry of validity of offer, theperiod specified in the specification or fails to remit the security deposit.3. the tenderer violates any of the provisions of these regulations containedherein.4. the tenderer revises of the terms quoted during the validity period.3.5 Submission of the TenderThe Proposal shall be in two parts: COVER A - Technical bid and COVER B -Financial bid. The proposal shall be submitted in two separate envelopes, which shallbe addressed to President, TANSSCOPE & Commissioner, Civil Supplies andConsumer Protection Department, Ezhilagam IV Floor,Chepauk, Chennai-5. Cover-Ashall contain the technical bid and Cover-B shall contain financial bid. Both cover-A andcover-B shall be named as mentioned above and shall be sealed separately and put inan outer sealed COVER C. The outer sealed cover C shall be marked as “Tender forproviding Trained Manpower support, Facilitation and Coordination for the CallCentre of State Consumer Help Line at Ezhilagam IV Floor, Chennai –5 forTANSSCOPE under Civil Supplies and Consumer Protection Department ofGovernment of Tamil Nadu for TWO years” Tenders once submitted shall be finaland no amendment shall be permitted after the close of the tender. Tenderers are solelyresponsible for timely delivery of their proposals to the location set forth herein prior tothe stated Proposals Submission due date.Technical bid (Cover A): Original Tender Document (Except Schedule – BFinancial Bid) duly filled in and signed in all pages with all the relevant details and16

copies of supporting documents and certificates to assess the capability of the tendererto undertake the work detailed in the Prequalification Criteria and shall contain EarnestMoney Deposit.Financial bid (Cover B): Schedule – B, Financial Bidding of the OriginalTender Document duly filled in with rate quoted in Indian Rupees and signed in. Therate shall include all overhead expenses including all taxes, duties etc., complete in allrespects. The rate to be tendered shall be inclusive of Service Taxes and duties. Therate shall be quoted in Indian Rupees in figure and words. In case of any dispute in theprices quoted, the lowest will be considered. Rates once fixed will be valid till the end ofthe contract.Cover A – Technical Bid shall contain(i) The original tender document (Except Schedule – B Financial Bidding)signed in each and every page with seal,(ii) The documents in proof of previous activities of Voluntary ConsumerOrganisations as required in the tender document signed in each and every page withseal, including registration certificate, renewal of registration, certified annual accountsfor last 2 years signed by Statutory Auditor, List of society / trust members, Bye laws,List of permanent employees with date of commencement of employment, selfcertification regarding absence of any blacklisting/criminal cases/litigation involvingmanagement control of the organization. (Refer Annexure I, Schedule – A, TechnicalBid) and E.M.D. (Refer Clause 3.4).Cover B – Financial Bid shall containSchedule – B, Financial BidSchedule – B format duly filled in with rate quoted in Indian Rupees andsigned in with seal.3.6 Language of TendersAll Proposal and supporting documentation shall be submitted in English.3.7 Format and signing of TenderThis tender document in original or downloaded shall be properly bound alongwith all enclosures as mentioned in pre-qualification criteria. The enclosures may betyped or printed in a clear typeface or good quality photocopies of the original. An17

accompanying letter is required, signed by an authorized signatory of the tenderer,committing the tenderer to the contents of the original response. Each tender shall bemade in the legal name of the tenderer and shall be signed by the tenderer or a personduly authorized to sign on behalf of the tenderer. The tenderer must stamp and initial onall pages of this document and also the enclosures.3.8 Sealing and Marking of TendersThe tenderer shall submit tenders in a wax sealed envelope.3.9 Late TendersAny tender received after the deadline for submission of tenders, shall berejected and returned to the tenderer unopened.3.10 Period of Tender validityThe tenders shall be valid minimum for a period of “90 days” from the date ofopening of tenders. On completion of the validity period, unless the tenderer withdrawshis tender in writing, it will be deemed to be valid until such time that the tendererformally (in writing) withdraws his tender.3.11 Evaluation of Technical BidsEvaluation will be based on prequalification criteria and shall qualify the tendererfor further processing. A committee will be formed to evaluate and recommend thetender for further processing.3.12 Financial Bids from technically Short listed tenderersFinancial Bids of the technically short-listed tenderers only shall be opened in thepresence of their representatives on the specified date and time. There shall be nonegotiations on the Financial Bid, except with the tenderer who has quoted the lowestamount. The total amount for all items for two years would be taken for comparing thebids submitted.3.13 Price QuotationThe tenderer shall quote the rates as mentioned in Schedule-B Financial Bid foreach year of contract period for the service to be provided.Any deviations from the format provided shall be treated as invalid. The tenderermust quote prices both in figures and words. In case of any dispute in the prices quoted,the lowest will be considered. All quotes shall be in Indian Rupees. The rates shall be18

inclusive of all Taxes. If quoted exclusive of taxes, then it shall be treated as inclusive oftaxes only. Only one rate shall be quoted for each item. If more than one rate is quotedfor a single item the tender shall be rejected. The rates shall be quoted unconditionallyand conditional tenders shall be rejected. Rates once fixed shall be valid for Two yearsperiod or till the end of the contract.3.14 Contract PeriodThe finalized rate of this Proposal shall be valid for the entire Contract Period,i.e., two years from the date of commencement.3.15 Award of workAward of work shall be placed on the finally selected tenderer within 2 weeks ofthe evaluation of the tenders submitted.3.16 Signing of Contract and Security DepositThe Successful tenderer shall be required to enter into an agreement with theTANSSCOPE under Civil Supplies and Consumer Protection Department within 14days (fourteen days only) from the date of receipt of the award of the work fromDepartment. This contract shall be on the basis of this document, the proposals of thetenderer and other terms and conditions as may be mutually determined by theTANSSCOPE & Civil Supplies and Consumer Protection Department, Chennai to benecessary for the due performance of the work.The successful tenderer shall be required to submit a security deposit ofRs.5,000/- in the form of National Savings Certificate / Small Savings / deposits /Accounts pledged in favour of President, TANSSCOPE in the prescribed formatacceptable to Civil Supplies and Consumer Protection Department and keep it valid tillcontract period. However, it is open to the President, TANSSCOPE & Commissioner,Civil Supplies and Consumer Protection Department to insist on higher deposit as perrules in force. The security deposit will not bear interest. If the successful tenderer failsto furnish such security deposit and execute the agreement the EMD will be forfeited.The security deposit will however be refunded after the expiry of 6 months from the dateof completion of the contract.19

3.17 Readiness of ServiceThis service should be made available and ready for full fledged service within 4weeks from the date of Agreement. The successful bidder shall study the requirementsand get the system initiated within two weeks of signing agreement.3.18 Delay in ServiceAny delay in launch of service beyond 4 weeks period shall invite penalty clauseand if it is beyond 10 weeks the Order on the tender to be cancelled and SecurityDeposit shall be forfeited.Up to 8 weeksNo penaltyBeyond 8 weeks Up to 10 weeks Penalty per day at the rate of 0.5% ofthe total quoted amount3.19 Schedule of paymentThe payment shall be made as given below,• No advance payment shall be made.• Payment shall be made at the end of each month before 15 th of thesucceeding month subject to satisfactory service as per tender document• Satisfactory service meanso Provision of all call centre staff as per tender conditions in the last montho Provision of necessary training to all call centre staffo Mutually agreed client satisfaction levels on SCH serviceso Submission of Daily / Weekly and Monthly reports3.20 Payment Terms1. The payment terms shall be made as per the conditions mentioned in tenderclause 3.19, Schedule of payments.2. Failure (non-functioning of the operation due to non-availability of man power)will be calculated in terms of number of days. If the failure continues for morethan one day, deductions from the bill at rate of average amount per day,calculated on prorata basis of actual billing amount.3. If the failure exceeds 10 days, i.e. the service is not provided for more than 10days in a month, no payment will be made for that month.20

3.21 Termination of ContractPRESIDENT, TANSSCOPE or Civil Supplies and Consumer ProtectionDepartment may, without prejudice to any other remedy for breach of contract, bywritten notice of default, sent to the tenderer, terminate this contract in whole or in part,a) if the tenderer fails to satisfy all the tender conditions within the timeperiod(s) specified in the contract, or any extension thereof granted by the Civil Suppliesand Consumer Protection Department ,b) if the tenderer fails to perform any other obligation(s) under the Contractandc) if the tenderer, in either of the above circumstances, does not remedy his/herfailure within a period of 15 days (or such longer period as the TANSSCOPE / CivilSupplies and Consumer Protection Department may authorize in writing) after receiptof the default notice.In the event the TANSSCOPE / Civil Supplies and Consumer ProtectionDepartment terminates the contract in whole or in part, the TANSSCOPE / CivilSupplies and Consumer Protection Department may procure the services upon suchterms and in such manner as it deems appropriate, services similar to those undeliveredand the tenderer shall be liable to the TANSSCOPE/Civil Supplies and ConsumerProtection Department for any excess cost for such similar services. However, thetenderer shall continue the performance of the contract to the extent not terminated.TANSSCOPE / Civil Supplies and Consumer Protection Department may at anytime terminate the Contract by giving written notice to the Tenderer with forfeiture ofdeposit and without any kind of compensation to consumer organization if theorganisation becomes blacklisted or otherwise insolvent as declared by the competentcourt. Provided that such termination will not prejudice or affect any right of action orremedy which has accrued or will accrue thereafter to the Department.3.22 ArbitrationTANSSCOPE under Civil Supplies and Consumer Protection Department andthe successful tenderer shall make every effort to resolve amicably by direct negotiationany disagreement or dispute or misunderstanding arising between them in connection21

with this service. If any dispute shall arise between TANSSCOPE under Civil Suppliesand Consumer Protection Department and the successful tenderer on aspects notcovered by this tender document or work order, or operation thereof, or the rights,duties or liabilities under these except in regard to any matters the decision of which isspecially provided for by the general or the special conditions, such dispute shall bereferred to two arbitrators, one to be appointed by each party and the said arbitratorsshall appoint an umpire in writing before entering on the reference and the award of thearbitration or umpire, as the case may be, shall be final and binding on both the parties.The arbitrators or the umpire as the case may be, with the consent of parties, maymodify the time frame for making and publishing the award. Such arbitration shall begoverned in all respects by the provision of the Indian Arbitration Act or its latermodifications and the rules there under and any statutory modification or re-enactment,thereof. The arbitration proceedings shall be held in Chennai, India.3.23 Force majeureThe successful tenderer shall not be liable for Liquidated Damages, ortermination for default if any to the extent that it’s delay in performance or other failureto perform its obligations under the Contract is the result of an event of Force Majeure.For purposes of this clause, “Force Majeure” means an event beyond the controlof the tenderer and not involving the successful tenderer/ fault or negligence, and notforeseeable. Such events may include, but are not restricted to, acts of theTANSSCOPE under Civil Supplies and Consumer Protection Department in its capacityas a buyer, wars or revolutions, terrorist attacks, fires, floods, epidemics, quarantinerestrictions and freight embargos.If a Force Majeure situation arises, the tenderer shall promptly notify theTANSSCOPE under Civil Supplies and Consumer Protection Department in writing ofsuch condition and the cause thereof. Unless otherwise directed by the TANSSCOPE/Civil Supplies and Consumer Protection Department in writing, the tenderer shallcontinue to perform its obligations under the Contract as far as is reasonably practical,and shall seek all reasonable alternative means for performance not prevented by theForce Majeure event.22

3.24 Attachment of Documents in the Proposal (Checklist)The following documents shall be enclosed along-with the Technical Bid (cover-A), failing which the tender shall be rejected. No request on this aspect shall beentertained from the rejected tenderers at a later date:1. Necessary detailed technical write-up highlighting the features of theproposed "Trained Man power support, Facilitation and Coordination for theCall Centre of State Consumer Help Line at Ezhilagam IV Floor, Chennai –5for Civil Supplies and Consumer Protection Department of Government ofTamil Nadu for two years.”2. Details of society/trust/not-for-profit company registration and latest renewalof registration3. Documents indicating past activities of Consumer Organisation for threeyears period4. List of permanent employees of the Consumer Organisation with date ofjoining and designation/responsibilities.5. Biodata of the coordinator (nodal officer) from the successful tenderer whowill be facilitating the call centre6. Audited financial accounts for last three years.7. Self certification on no blacklisting, criminal cases or litigation againstorganization or its functionaries.8. Earnest Money Deposit (EMD)3.25 Governing Law and JurisdictionThis tender shall be construed and interpreted in accordance with and governedby the laws of India and the Courts at Chennai, India shall have jurisdiction over allmatters arising out of or relating to this Agreement.4. GENERAL:GENERAL TERMS AND CONDITIONS:1) Validity period of the tender will be 90 days (Ninety days) from the date ofsubmission of the tender.23

2) Right to reject any or all the tenders without assigning any reason will be thediscretion of the President, TANSSCOPE and Commissioner, Civil Supplies andConsumer Protection Department.3) President, TANSSCOPE and Commissioner, Civil Supplies and ConsumerProtection Department reserves the right of rejecting / canceling of any part of or wholetender without assigning any reason.4) Successful tenderer shall execute an agreement with TANSSCOPE underCivil Supplies and Consumer Protection Department duly accepting the terms andconditions for carrying the work.5) Necessary taxes will be recovered from the bills as per the Govt. orders.6) TANSSCOPE / Civil Supplies and Consumer Protection Department has rightto call for negotiation from the lowest tenderer and for live demonstration.7) The successful tenderer should ensure the compliance of all the provision ofLabour laws, Tax Laws and local laws as applicable during the tenure of the contract.The successful tenderer shall be fully responsible for any default or any non-complianceof any statutory laws, rules and regulations framed by central government, stategovernment or local bodies from time to time as applicable.8) Except the payment as per terms of the contract, TANSSCOPE/ Civil Suppliesand Consumer Protection Department will not entertain any extra claim during or afterthe contract period.9) The successful tenderer has to provide the service during prescribed workinghours of State Consumer Help Line.24

ANNEXURE: ISCHEDULE – A(To be submitted in Cover A)Technical Bid Qualifications : -1. Necessary detailed technical write-up highlighting the features of the proposed"Trained Manpower support, Facilitation and Coordination for the Call Centre of StateConsumer Help Line at Ezhilagam IV Floor, Chennai –5 for Tamil Nadu State Societyfor Consumer Protection and Empowerment under Civil Supplies and ConsumerProtection Department, Government of Tamil Nadu for two years.”2. Details of society/trust/not-for-profit company registration and latest renewal ofregistration.3. Documents indicating past activities of Consumer Organisation for three yearsperiod - especially in consumer complaints handling.4. List of permanent employees of the Consumer Organisation with date of joiningand designation/responsibilities.5. Bio-data of the coordinator (nodal officer) from the successful tenderer who willbe facilitating the call centre.6. Audited financial accounts for last three years.7. Self certification on no blacklisting, criminal cases or litigation againstorganization or its functionaries.8. Earnest Money Deposit (EMD)25

SCHEDULE – B (To be submitted in Cover B) Financial bid:ANNEXURE-IProviding manpower support, facilitation and coordination for the call centre of StateConsumer Help Line run by Tamil Nadu State Society for Consumer Protection andEmpowerment under Civil Supplies and Consumer Protection Department at Office ofthe Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IV Floor,Chepauk, Chennai-5.The following financial bid is submitted by us for the above contract:S.No. Description Unit Charges permonth1 Cost ofproviding onemanager forthe call centreTotalnumberofmonths1 st year : 122 nd year : 12Totalchargesfor 12monthsGrand TotalCharges2 Cost ofproviding fourCall CentreAssistants3 Training,CoordinationandFacilitation1 st year : 122 nd year : 121 st year : 122 nd year : 12GRAND TOTAL1. It should be read and understood that all conditions stipulated by the TANSSCOPE/ CivilSupplies and Consumer Protection Department for providing manpower support, facilitationand coordination for the call centre from our organization are agreed to unconditionally.2. It should be assured that uninterrupted availability of manpower consisting of four callcentre Assistants and one manager with the qualification prescribed will be ensured.3. Rates shall be inclusive of all Taxes. If quoted exclusive of taxes, then it shall be treatedas inclusive of taxes only.4. Only one rate shall be quoted for each item. If more than one rate is quoted for a singleitem the tender shall be rejected.5. The rates to be quoted in figure and words. The rates shall be quoted unconditionallyand Conditional tenders shall be rejected.6. Rates once fixed shall be valid for 2 years period or till the end of the contract.Signature of Authorised signatory of tenderer(with name, seal of tenderer and date)26

ANNEXURE: IIDRAFT AGREEMENTThis agreement entered between the Tamil Nadu State Society for ConsumerProtection and Empowerment (TANSSCOPE), a registered society of Civil Suppliesand Consumer Protection Department, represented by its President, having his office atEzhilagam IV floor, Chepauk, Chennai-5 hereinafter called as the “TANSSCOPE”which term shall wherever context so requires or permits shall mean and include hismen, agents, representatives, subordinate officers, successors to his office and assignsof one part and .................................................. ................... .................... ............... , aVoluntary Consumer Organisation registered under .................. .................... .................................................................................... represented by its President/GeneralSecretary……………………….having his office at ........................................ ......................... ................ ............ ...................... .......................... ........... .............. hereinaftercalled as CONTRACTOR which term shall wherever context so requires or permits shallmean and include his men, agents, representatives, workmen, and legal heirs andassigns of other part.Whereas the TANSSOPE having called for quotations for providing "TrainedManpower support, facilitation and coordination for the Call Centre of StateConsumer Help Line run by Tamil Nadu State Society for Consumer Protectionand Empowerment at Ezhilagam IV Floor, Chennai –5 for Civil Supplies andConsumer Protection Department of Government of Tamil Nadu for twoyears” more-fully described in the schedule to this agreementWhereas TANSSCOPE vide its letter dated ..................... intimated theCONTRACTOR that his quotation has been accepted and required him/her to pay asum of Rs 5000 (Rupees five thousand only) as the Security Deposit, by means ofNational Savings Certificate or any other script obtained from the Indian PostalDepartment duly pledged in favour of President, TANSSCOPE or irrevocable bankguarantee in the format acceptable to Society for faithful performance of contract andexecute the agreement in the draft tender format given in the tender documentsubmitted by him.27

Whereas the contractor deposited the Security Deposit in the following manner for asum of Rs 5000 (Rupees five thousand Only). _______________________________Whereas in consideration of the rates mentioned in the schedule (schedule-B) to thisagreement the TANSSCOPE and CONTRACTOR are entering into this agreementunder the terms and conditions as detailed below:The CONTRACTOR is a Voluntary Consumer Organisation functioning as a registeredbody with registration number ............. (number) of ............. (date) at ................. (Sub-Registrar office) and registration certificate has been renewed up to ................... videreceipt ............... dated ........... of SRO ................... The CONTRACTOR also certifiesthat voluntary consumer organisation above has not been blacklisted by anyGovernment agency or implicated in any criminal case in India.The CONTRACTOR shall provide four consumer Call Centre Assistants and oneConsumer Help Line Manager to be deployed for this work on all working days ofPublic Distribution System outlets for a period of two years from the date of signing ofthis agreement.The CONTRACTOR shall ensure that call centre Assistants be degree-holders of arecognised university with computer skills with fluency in Tamil and English. At leastone of the operators should have fluency in Hindi also.The CONTRACTOR shall ensure that the Manager and call centre Assistants aretrained properly in consumer laws and regulations and PDS issues so as to enablethem to understand the problem faced by SCH clients (citizens primarily from TamilNadu or from any part of India) communicated over phone or email or fax or online andproperly counsel them on the courses of action and remedies available, besidesinitiating appropriate action to remedy the grievance through follow up with the serviceprovider or manufacturer or trader as the case may be, besides ensuring that they replycourteously to public even if the caller behaves rudely.28

The Contractor also undertakes to remove staff found guilty of misconduct or unethicalbehavior in course of their work in SCH and replace them with an eligible person. Acode of conduct for all staff of SCH call centre will be laid down through mutualconsultations.The Contractor shall also ensure that the loss of trained manpower is avoided byensuring proper motivation and recognition. The CONTRACTOR shall also ensure thatfour consumer call centre Assistants and one Consumer Help Line Manager arepaid well and certainly above minimum wage rates. The CONTRACTOR shall getreceipts from call centre staff deployed by them for the salaries actually paid and not onblank forms or false excess figures. The Contract would be terminated for any suchviolations noticed.The CONTRACTOR shall ensure the call centre is operational at the office of theCommissioner of Civil Supplies and Consumer Protection, Ezhilagam, Chepauk,Chennai-5 and call centre Assistants and Manager should work during all workinghours of PDS out lets in the office of the Commissioner of Civil Supplies, Chepauk,Chennai-5 during the contract period.Though the Department would provide the space, policy support and online consumerhelp line software, the CONTRACTOR shall ensure that he provides necessaryfacilitation and guidance to the call centre through the manager to ensure effectiveredressal of grievances of the consumer, through introduction of best practices adoptedin similar call centres such as the National Consumer Help line as well as other bodieselsewhere in the world, in consultation with TANSSCOPE/Department.The CONTRACTOR shall provide continuous inputs and support to the State ConsumerHelp Line Online Software contractor towards continuous upgradation of the features ofthe software in collaboration with National Consumer Help Line or ConsumersInternational or other VCOs.The CONTRACTOR shall ensure availability of four call centre Assistants and onemanager during all working hours. i.e. they should have sufficient reserve personnel for29

deployment during absence of any of the members deputed for this purpose. In otherwords the consumer organisations should ensure that no Assistant / Manager isabsent on any of the working day.The CONTRACTOR shall ensure that the SCH online database is administered properlyand privacy of clients is not compromised under any condition by preventingunauthorised or unintended access to the SCH database by third parties.Training in usage of application software will be provided by software consultants. TheCONTRACTOR shall ensure safe and appropriate use of computer hardware and otherequipment in the Call centre and prevent any unauthorised use or mishandling of suchequipment. The CONTRACTOR shall be responsible for any damage to computerhardware or equipment or software by his staff.The CONTRACTOR shall submit monthly reports in a prescribed proforma regardingthe numbers, types and status of grievances redressed, pending and unresolved everymonth before the 3 rd working day of the succeeding month. The State Consumer HelpLine and the call centre would be functioning under the monitoring and supervision of acommittee headed by President, TANSSCOPE and Commissioner of Civil Supplies andConsumer Protection and the CONTRACTOR shall present monthly reports at thecommittee meetings for course correction.The CONTRACTOR shall also prepare daily / weekly / monthly and Annual reports ofthe SCH as per the requirement of TANSSCOPE and Civil Supplies and ConsumerProtection Department.The CONTRACTOR shall ensure that the Registration Certificate, List of office bearersand renewal details of consumer organisation is provided every year as and whenrequired by President, TANSSCOPE and Commissioner, Civil Supplies and ConsumerProtection Department.Payment to the CONTRACTOR shall be made at the end of each month before 15 ththe succeeding month subject to satisfactory service as per this agreement.of30

Any other terms and conditions may be mutually determined by TANSSCOPE underCivil Supplies and Consumer Protection Department to be necessary for the dueperformance of the work.Deviation in adherence to the above rules shall result in cancellation of contract at anypoint of time through a written notice along with forfeiture of deposit and without anykind of compensation to consumer organisation.In witness whereof the contractor * …………………………………………….…………………………………………………………………………………………………………………… has hereunto set his hand and………………………………………………………………………….The President, TANSSCOPE has hereunto set his hand the day and year first abovewritten.Signed by the Contractor ;Name and designationFull Address :In the presence of witness:Signed by the PRESIDENT,TANSSCOPEThe Common Seal of the Tamil Nadu State Society for Consumer Protection andEmpowerment hereunto affixed in presence of :31

ANNEXURE: IIILETTER OF TENDER(Inside both cover A & B)FromToThe President,TANSSCOPE,Civil Supplies and ConsumerProtection Department,Ezhilagam IV Floor,Chepauk, Chennai-5.Ref: No.datedSir,Sub:- Civil Supplies and Consumer Protection Department - Tender for"Providing man power support, facilitation and coordination for the callCentre for Complaint Redressal Management System for Civil Suppliesand Consumer Protection Department for two years”Ref:- Civil Supplies and Consumer Protection Department tender No:CA1/20505 /2011 , dated: 23 .11.2011*** *** ***After reading and understanding the tender conditions and draft agreement format andschedule and specifications to the tender document I/We do hereby submit my/ourtender in Cover-A and Cover B (each sealed separately) as per conditions laid down inthe tender document.(Signature of tenderer with seal)32