UK SBS - PS150006 - Online Dispute Resolution Contact Point

Tender description

The Department for Business, Innovation & Skills (BIS) is the department for economic growth. The department invests in skills and education to promote trade, boost innovation and help people to start and grow a business. BIS also protects consumers and reduces the impact of regulation. BIS is a ministerial department, supported by 45 agencies and public bodies. Further information may be found at: https://www.gov.uk/government/organisations/department-for-business-innovation-skills. Clarification of Abbreviations ODR – Online Dispute Resolution ADR – Alternative Dispute Resolution 1. Introduction The successful contractor will be required to provide a telephone and online information and support service consisting of at least two advisers (the ‘ODR Contact Point’) to assist parties involved in disputes about online purchases and which have been submitted via a Europe-wide online dispute resolution platform (the ‘ODR Platform’). The parties involved in disputes may include UK or European consumers, UK businesses and UK ADR providers. 2. Aims To improve access to redress for consumers with a dispute about a purchase made online from a trader based outside the UK. 3. Objectives We require the successful contractor to provide a telephone and online information and support service that will fulfil the requirements of Article 7 of Regulation (EU) No. 524/2013 on online dispute resolution for consumer disputes (the ‘ODR Regulation’).