Optical Consumer Complaints Service (Mediation)

Our requirements are that:

• (a)The service must be free to users and will be funded by the GOC;
• (b)The service must be demonstrably independent of the NHS, UK Government, optical professionals and optical professional bodies;
• (c)The service must treat individuals fairly, regardless of their background, characteristics or circumstances and the service provider must collect EDI data (with appropriate regard to data protection legislation);
• (d)The service must be unbiased and resolution-focused;
• (e)The service must be visible on the Internet and have a dedicated web presence via the www.opticalcomplaints.co.uk domain (which will continue to be owned by the GOC);
• (f)The service must not be subcontracted unless the GOC has agreed this in advance in writing;
• (g)The service must have a documented appeal and review mechanism for circumstances where the proposed resolution is not accepted;
• (h)The service must operate a mechanism for consumers to complain about the Service, if they are dissatisfied;
• (i)The service provider must work closely with the GOC and abide by the published ‘Working Together’ policy
• (j)The service provider must work with the GOC and with the optical profession to further establish awareness of the service and to promote its benefits to the profession.
• (k)The service provider must collect trend and outcome data and must publish an annual report in the form that previous annual reports have taken;
• (l)The service provider must report annually to the GOC Council; and
• (m)The service provider must maintain the OCCS service on the list of accredited ADR providers pursuant to the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015