TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION ...

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