TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION ...

More documents

Recommendations

Info

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
Page 1 and 2: TAMILNADU STATE SOCIETY FOR CONSUME
Page 3 and 4: TAMILNADU STATE SOCIETY FOR CONSUME
Page 5 and 6: Floor, Chennai -5 for Civil Supplie
Page 7: Department of Consumer Affairs, Gov
Page 11 and 12: in similar call centres such as the
Page 13 and 14: Manager to the destined place after
Page 15 and 16: and in the prescribed format as per
Page 17 and 18: copies of supporting documents and
Page 19 and 20: inclusive of all Taxes. If quoted e
Page 21 and 22: 3.21 Termination of ContractPRESIDE
Page 23 and 24: 3.24 Attachment of Documents in the
Page 25 and 26: ANNEXURE: ISCHEDULE - A(To be submi
Page 27 and 28: ANNEXURE: IIDRAFT AGREEMENTThis agr
Page 29 and 30: The Contractor also undertakes to r
Page 31 and 32: Any other terms and conditions may

TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION ...

Create successful ePaper yourself

Delete template?

Save as template?