Complaints Messaging Service for IELTS

The British Council are developing a new complaints process, to provide customers with a single line of contact for IELTS.

British Council, IDP, IELTS Australia (IDP) and Cambridge Assessment English jointly own the IELTS test. IELTS USA manages the administration of IELTS operations throughout the US test centre network and therefore any complaints received will need to be distributed to 1 of 4 parties.

A 24/7 telephone complaints messaging service is required to log and distribute calls to relevant parties: the British Council, IDP, Cambridge Assessment English or IELTS USA. The call handler must ensure on receiving the call that they log who the complaint is relevant for and ensure that only the relevant party receives the captured information. The supplier must also ensure that all information reported confirms whether the complaint was logged in the UK (for a UK test) or in the rest of the world (for a rest of the world test).

Additional information: Bidders will be required to register on British Council`s e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process.

Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return.

Bidders will also be required to demonstrate their capability and `means of proof` will be required. These conditions are outlined in the ITT.