Customer complaint referral services
Numéro de sollicitation CVSECPV202311
Date de publication
Date et heure de clôture 2023/11/23 19:00 HNE
Description
The Ministry of Transportation and Infrastructure (the Ministry), Commercial Vehicle Safety and Enforcement’s Commercial Passenger Vehicle Program is issuing this Notice of Intent (NOI) to identify and retain a contractor who will provide the services described below:
- Respond to customers’ inquiries and complaints on taxis and Transportation Network Services (TNS) business practices and/or consumer protection laws.
- Provide direct customer complaint referral services from passengers by receiving, responding, tracking, and referring to appropriate agencies.
- Provide telephone assistance services to passengers from 8:30 am to 4:30 pm (PST) during regular business days of Monday to Friday, excluding statutory holidays and will have a voice messaging service and website available 24-hours per day, 7 days per week, unless otherwise posted.
- Provide a toll-free consumer inquiry line and a website, which will include a web-based complaint form for passengers.
- Educate customers and businesses on fair business practices.
- Educate operators on compliance with consumer protection laws in British Columbia.
- Provide monthly and quarterly reporting indicating the total number of complaints received, total number of referrals made, the agencies to which the referrals were made, and any other information as may be deemed necessary.
- Advertise its services so that the public may reasonably access and find contact information to a toll-free consumer inquiry line and website.
- Provide either verbal or written briefings to Ministry or Provincial representatives on statistical trends and/or other relevant data for the Ministry to understand taxi and TNS passenger complaints.
Durée du contrat
La durée estimée du contrat sera de 12 mois.
Accords commerciaux
-
Veuillez consulter la description ou les documents de l'appel d'offres
Coordonnées
Organisation contractante
- Organisation
-
Passenger Transportation Branch
- Adresse courriel
- Naomi.Allen@gov.bc.ca
Détails de l'offre
Les détails complets de cette occasion de marché sont disponibles sur un site tiers
Cliquez sur le bouton ci-dessous pour vous rendre vers ce site Web. Le site tiers pourrait exiger la création d’un compte personnel pour consulter l’occasion de marché ou pour soumissionner. Les informations reliées aux frais encourus pour accéder aux détails complets sont indiqués sous l’onglet Description.