Delivery of the Online Dispute Resolution (ODR) Contact Point

Tender description

BEIS intends to award a contract to CTSI to continue delivery of ODR from July 2019 to December 2020. The ODR contact point is a phone and online information and support service to assist parties in disputes about online purchases submitted via a Europe-wide ODR platform. The contract covers the cost of running the service only. ODR facilitates communication between parties in a dispute and a relevant ADR entity. This includes, but is not limited to: assisting consumers submitting a complaint via the platform with completion of relevant documentation; providing the parties and relevant ADR entities with consumer rights information relating to sales and service contracts applying in the Member State hosting the ODR adviser; providing information on the functioning of the platform; providing explanations of the operational rules and processes applied by the relevant ADR entities; and informing the consumer of other means of redress available if a dispute is not resolved through ODR.