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GOC tenders for consumer complaints service

5 Sep 2013

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The General Optical Council (GOC) has issued a tender for a consumer complaints service to resolve complaints about optical goods or services.

The three-year contract will begin in April 2014. The GOC is retendering because its current contract with the Optical Consumer Complaints Service (OCCS) runs until March 2014. The consumer complaints service does not have enforcement powers but acts as a mediator in disputes.

GOC Chief Executive and Registrar Samantha Peters said, “We are continuing to fund this service in the interests of the public, registrants and optical businesses. We are looking for someone to produce independent, fair and unbiased resolutions to consumer complaints. We look forward to working with the successful candidate.”

The types of complaint that the service deals with are those that would not typically call a registrant’s fitness to practise into question. For example, the service may help consumers resolve customer service issues, such as obtaining refunds for faulty glasses. It can be of particular benefit to vulnerable consumers who would find it hard to deal with problems on their own.

The deadline for responses is 31 October. The GOC will then hear presentations from shortlisted candidates and expects to announce the successful candidate in January.


For media enquiries please contact:
Simon Grier
Communications Manager
General Optical Council
t: 020 7307 3478

Notes for editors:

1. The tender document, including a full timetable and the GOC’s procurement methodology, is available on its website at

2. Annual breakdowns of the type of issues that the OCCS has dealt with in the past are available in the GOC’s archived annual reports at

About the General Optical Council:
The GOC is the regulator for the optical professions in the UK. Its purpose is to protect the public by promoting high standards of education, performance and conduct amongst opticians. The Council currently registers around 26,000 optometrists, dispensing opticians, student opticians and optical businesses.

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