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CIVIL SUPPLIES AND CONSUMER PROTECTION DEPARTMENT
From; Tmt.S.Madumathi, I.A.S., Commissioner, Civil Supplies and Consumer Protection Department, Chepauk, Chennai-5
To The Voluntary Consumer Organisations who have been functioning in Chennai / Kanchipuram / Thiruvallur District and enrolled in the Mailing list of O/o.Commissioner of Civil Supplies and Consumer Protection, Chepauk, Chennai-5.
Rc.No.CA1/20705/2016, Dated: 07 /11/2016 Sir,
Sub: Government of Tamil Nadu – Civil Supplies and Consumer Protection Department – Tamil Nadu State Society for Consumer Protection and Empowerment – Manpower for the Call Centre of State Consumer Helpline – Quotations invited – Reg..
>>>>
The Government of Tamil Nadu, Civil Supplies and Consumer
Protection Department, through its registered society viz. Tamil Nadu State Society
for Consumer Protection and Empowerment, is running a State Consumer Help Line
with unique telephone number 044-28592828 which received grievances from
Citizens of Tamil Nadu under Consumer Protection Act, 1986 as well as about Public
Distribution System and helps them in resolving the consumer grievances. You are
also aware that consumers can approach State Consumer Help Line through
telephone number 044-28592828, email to [email protected],
[email protected], online registration facility in web site www.consumer .tn.gov.in
and written representations.
In the process of maintenance of State Consumer Help Line, it has been
decided to involve Voluntary Consumer Organisations by availing Trained Manpower
for the Call Centre from these organizations through tender process. Accordingly,
tender documents indicating requirements of this Department and conditions thereon
are made available in the web site of this Department www.consumer.tn.gov.in and
www.tenders.tn.gov.in which may be downloaded and utilized for submission of bids.
Sd/- S.MADUMATHI COMMISSIONER
/ Forwarded by order /
Sd/-V.SELVARAJ for COMMISSIONER
.
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CIVIL SUPPLIES AND CONSUMER PROTECTION DEPARTMENT
Ezhilagam IV Floor, Chepauk, Chennai – 600 005.
Tel:: +91-44-28583222, 28583422
Fax: +91-44-28510731
e-mail: [email protected].
Web: www.consumer.tn.gov.in.
TENDER DOCUMENT
NAME OF THE WORK:
Provision of Trained Manpower for the Call Centre of State Consumer Help
Line of Civil Supplies and Consumer Protection Department of Government of
Tamil Nadu for One year from 08.12.2016 to 07.12.2017.
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CIVIL SUPPLIES AND CONSUMER PROTECTION DEPARTMENT
Ezhilagam IV Floor, Chepauk, Chennai – 600 005.
Tel:: +91-44-28583222, 28583422
Fax: +91-44-28510731
e-mail: [email protected].
Web: www.consumer.tn.gov.in.
Table of Contents
Sl.No Chapters Page No.
1. Document Control Sheet
2 Notice inviting tender
3 Introduction
4 Scope of work
5 Terms and Conditions
6 Earnest Money Deposit (EMD)
7 Submission of the Tender
8 Signing of Contract and Security deposit
9 Schedule of payment
10 Termination of contract
11 General
12 ANNEXURE-I Schedule-A Technical Bidding
Qualifications
13 ANNEXURE-I Schedule-B Financial Bidding
14 ANNEXURE-II Draft Agreement
15 ANNEXURE-III Letter of Tender
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Document Control Sheet
Name of the work
Provision of Trained Manpower for the Call Centre of State Consumer Help
Line of Civil Supplies and Consumer Protection Department of Government of
Tamil Nadu for One year from 08.12.2016 to 07.12.2017.
Tender Reference CA1/20705/2016
Date of issue 07 .11.2016
Last Date and Time for Receipt of
Tender 25.11.2016 and
Date and Time of Opening of
Tender Technical Bid 28.11.2016 and
Address for Submission of Tender
Office of the Commissioner of Civil
Supplies & Consumer Protection
Department, Ezhilagam IV Floor,
Chepauk, Chennai-600 005.
Amount of Earnest Money Deposit
(EMD) Demand Draft infavour of
Commissioner, Civil Supplies &
Consumer Protection Department,
Chennai-600 005
Rs. 20,000/- only
Contract Period One year
Sd/- S.MADUMATHI COMMISSIONER
CIVIL SUPPLIES &CONSUMER PROTECTION DEPARTMENT
AND PRESIDENT
TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION
AND EMPOWERMENT
/ Forwarded by order /
Sd/-V.SELVARAJ for COMMISSIONER
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CIVIL SUPPLIES AND CONSUMER PROTECTION DEPARTMENT Ezhilagam IV Floor, Chepauk, Chennai – 600 005
NOTICE INVITING TENDER
Ref: CA1/20705/2016, dated: 07 .11.2016
Civil Supplies and Consumer Protection Department, Government of Tamil
Nadu invites Tender from eligible Registered Voluntary Consumer Organisations for
“Provision of Trained Manpower for the Call Centre of State Consumer Help
Line of Civil Supplies and Consumer Protection Department of Government of
Tamil Nadu for a period of One year” for the Complaint Redressal Management
System for Civil Supplies and Consumer Protection Department, Government of
Tamil Nadu. Sealed tenders are invited from Voluntary Consumer Organisations
who are functioning in Chennai, Kanchipuram and Thiruvallur Districts for the
above work. The Voluntary Consumer Organisations shall have to fulfill the
following minimum criteria on their own.
Prequalification Criteria:-
1.This invitation to provide man-power support for Call Centre services is
open to registered Voluntary Consumer Organisations functioning in Chennai or
Kanchipuram or Thiruvallur who have been involving themselves in the process of
redressal of grievances of consumers and educating consumers regarding their
rights envisaged under Consumer Protection Act, 1986.
2.The tenderer should be a Voluntary Consumer Organisation (hereinafter
also referred to as VCO) functioning as a not-for-profit registered body (registered
under the Societies Act or Trusts Act or Companies Act under section 25) with valid
registration number with registration certificate renewed up to current year. The
Voluntary Consumer Organisation should not be blacklisted by any government
agency or implicated in any criminal case in India or involved in any litigation over its
control or management.. The tenderer (VCO) shall have a permanent registered
office in Chennai or kanchipuram or Thiruvallur District with atleast 3 permanent staff
on its rolls for atleast three years as on the date of tender and shall have an annual
budget and expenditure of atleast Rs.5 lakhs as demonstrated by its annual accounts
in the last three years. This is required so that it has sufficient managerial expertise
in training and managing people, besides having reasonable access to financial
resources to pay call centre staff in advance and recoup the same from the SCH.
Experience in professional handling of consumer complaints is a necessary
qualification. Tenders of Voluntary Consumer Organisations who do not meet these
qualifying norms will be rejected.
3.The tenderer should furnish audited financial statements for the last three
years, audited by a Chartered Accountant, which shall include Profit and Loss
Account, Balance sheet and certificates regarding contingent liabilities in case of any
nil statements, a Chartered Accountant shall certify the same accordingly.
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Tender Documents:
Tender documents can be downloaded free of cost from the websites
www.tenders.tn.gov.in or www.consumer.tn.gov.in. In case if any deviation is found
in the tender document from the content of tender documents in the website, the bid
shall be liable to be rejected at any stage of the contract.
Tender Submission:
The tender shall be submitted in sealed envelopes, which shall be addressed
to Office of the Commissioner of Civil Supplies and Consumer Protection, Ezhilagam
IV Floor, Chepauk, Chennai-5. The sealed cover should be superscripted on the top
as “Tender for Provision of Trained Manpower for the Call Centre of State
Consumer Help Line of Civil Supplies and Consumer Protection Department of
Government of Tamil Nadu for One year” and addressed to “Commissioner of Civil
Supplies and Consumer Protection, Ezhilagam IV Floor, Chepauk, Chennai-5”
Tenders must be dropped as a single sealed cover containing two separate
sealed envelopes for Technical Bid and Financial Bid at the Office of the
Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IV Floor,
Chepauk, Chennai-5, on or before 04.00 p.m on 25.11.2016. The technical Bid will
be opened at 03.00 p.m on the 28.11.2016 in the presence of bidders and the tender
opening committee.
EMD Amount is Rs. 20,000/- in the form of Demand Draft of any Nationalized
Bank / Scheduled Bank payable at Chennai drawn in favour of TANSSCOPE.
The filled up Tender Documents can also be sent by Person, by Post or by
Courier to Office of the Commissioner of Civil Supplies and Consumer Protection,
Ezhilagam IV Floor, Chepauk, Chennai-5. Civil Supplies and Consumer protection
Department shall not be responsible for any delay in transit. Tenders received after
due date and time will not be considered under any circumstances.
If the office happens to be closed on the day as specified, the tenders will be received and opened on the next working day at the same time and venue. Deputy Commissioner-1, Office of the Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IV Floor, Chepauk, Chennai-5 may be contacted for any clarification on all working days from 2.00p.m. to 5.00p.m. or over Telephone No:+91-44-28583222 /28583422 Extn-301 and Mob.9445796400. Civil Supplies and Consumer Protection Department reserves the right to reject any or all proposals and reserves the right to cancel the invitation, advance or postpone without assigning any reasons whatsoever.
Sd/- S.MADUMATHI COMMISSIONER CIVIL SUPPLIES &CONSUMER
PROTECTION DEPARTMENT AND
PRESIDENT TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION AND EMPOWERMENT
/ Forwarded by order / Sd/-V.SELVARAJ
for COMMISSIONER
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Provision of Trained Manpower for the Call Centre of State Consumer Help
Line of Civil Supplies and Consumer Protection Department of Government of
Tamil Nadu for One year .
1.Introduction
1.1 Back Ground:
Civil Supplies and Consumer Protection Department, Government of Tamil Nadu
has the following objectives relating to Consumer Protection and Awareness.
To spread awareness on consumer rights amongst all consumer segments and
advise / counsel aggrieved consumers.
To sensitize manufacturers, service providers on consumer rights and quality
advice.
To help consumers get justice when affected by product / service deficiencies
or by unfair trade practices.
To continuously access policy changes required in each sector for consumer
empowerment based on consumer grievances and feed back.
To identify and weed out unfair trade practices in delivery of goods as well as
services.
To promote sustainable consumption.
Also this Department has responsibility of ensuring proper distribution of
essential commodities under Public Distribution System through family cards issued
to every family of the State of Tamil Nadu.
1.2. State Consumer Help line Concept
The State Consumer Help Line Project is a joint project of the Union Government
of India and State Government of Tamil Nadu. State Consumer Help Line of Civil
Supplies and Consumer Protection Department is facilitating consumers to get
advise and support regarding their grievances regarding any product or service
using any of the communication channels like traditional telephone, e-mail, sms, or
internet on the lines of guidelines set up by the Department of Consumer Affairs,
Government of India. State Consumer Help Line would therefore provide such an
integrated service by performing following functions:
Advising consumers
Registering complaints
Taking up complaints with service providers / Manufacturers / agencies /
Department branch offices and getting them redressed
Maintaining a proper online database of all the above steps .
Generate sector wise, manufacturer wise, area wise, reports of grievances,
Redressal, etc., for policy inputs.
Disseminating information related to natural and process queries arising with
consumers of any product or service.
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Further more, the State Consumer Help Line would also serve as a defined
physical / virtual point of presence for Civil Supplies and consumer Protection
Department across the State of Tamil Nadu. The State Consumer Help Line would
be capable of handling phone, fax, e-mail, sms and web based interactions with
equal effectiveness. The State Consumer Help Line database will also provide a
knowledge warehouse to analysis the types of consumers problems by sector,
service provider, manufacturer, area, gender, etc., to enable policy analysis inputs to
various regulatory agencies, including public distribution system.
1.3.Description of Work
The successful tenderer (Voluntary Consumer Organisation or VCO) has to
provide trained manpower for Call Centre for the Complaint Redressal Management
System under State Consumer Help Line of Civil Supplies and Consumer Protection
Department for One year. Successful tenderer organization has to provide the
manpower of four call centre operators to be deployed for this work on all working
days for a period of Twelve months commencing from 08.12.2016 (One year) Civil
Supplies and Consumer Protection Department shall provide necessary hardware,
telephone line, office equipments, etc., as per specifications required for running the
State Consumer Helpline.
The proposed Call Centre shall be the nodal point for all types of complaints
pertaining to Civil Supplies and consumer Protection Department irrespective of
nature, source and mode of the complaint. The complaints received from any other
source also shall be routed through this centre to the online database server utilizing
the manpower to be provided by successful tenderer. At the end of every day a
report shall be generated furnishing details of the department-wise complaints and
status of complaints already sent. Weekly / monthly review formats also shall be
furnished as requested from time to time.
The manpower support has to be provided seamlessly during working hours of
the Department from 10-00 AM til 6-00 PM on all working days of PDS Fair Price
Shop for a period of One year.
Minimum pre requisite qualification for Trained Manpower for the Call Centre of
State Consumer Helpline of Civil Supplies and Consumer Protection Department
shall be as follows:
1. Call centre operators should be degree-holders of a recognized university
with computer skills with fluency in Tamil and English.
2. Call centre operators should be trained thoroughly in basic consumer laws
and regulations so as to enable them to understand common problems faced
on a daily basis by SCH clients (citizens primarily from Tamil Nadu or from
any part of India) communicated over phone or email or fax or online and
properly counsel them on the courses of action and remedies available,
besides initiating appropriate action to remedy the grievance through follow
up with the service provider or manufacturer or trader as the case may be
besides ensuring that they reply courteously to public even if the caller
behaves rudely.
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Conditions of Contract
1. The tenderer should be a Voluntary consumer organization (hereinafter also
referred to as VCO) functioning in Chennai / Kanchipuram / Thiruvallur District
as a not-for-profit registered body (registered under the Societies Act or
Trusts Act or Companies Act under section 25) with valid registration number
with registration certificate renewed up to current year. The Voluntary
consumer organization should not be blacklisted by any Government agency
or implicated in any criminal case in India or involved in any litigation over its
control or management. The Consumer Organisation should have previous
experience in professional handling of consumer complaints. The tenderer
(VCO) shall have a permanent registered office with at least 3 permanent
staff on its rolls for at least three years as on the date of tender and shall have
an annual budget and expenditure of atleast Rs.5 lakhs for the last 3 years as
demonstrated by its annual accounts. This is required so that it has sufficient
managerial expertise in training and managing people, besides having
reasonable access to financial resources to pay call centre staff in advance
and recoup the same from the SCH.
2. The successful tenderer shall provide four consumer call centre operators to
be deployed for this work on all working days for a period of twelve months
(One year) from the date of signing of this agreement.
3. The successful tenderer shall ensure that call centre operators be a degree-
holder of a recognized university with computer skills with fluency in Tamil
and English.
4. The successful tenderer shall ensure that call centre operators are trained
properly in consumer laws and regulations so as to enable them to
understand common problems faced by SCH clients (citizens primarily from
Tamil Nadu or from any part of India) communicated over phone or email or
fax or online and properly counsel them on the courses of action and
remedies available, besides initiating appropriate action to remedy the
grievance through follow up with the service provider or manufacturer or
trader as the case may be, besides ensuring that they reply courteously to
public even if the caller behaves rudely. The tenderer shall also provide
advisory support to call centre staff on special grievances that need greater
analysis.
5. The successful tenderer shall ensure that the nodal officer in-charge of the
SCH and call centre operators deployed adhere to a laid down code of
conduct in dealing with consumers and service providers. Unethical conduct
by the staff deployed shall lead to immediate termination of the concerned
staff.
6. The successful tenderer shall also ensure that the loss of trained manpower
is avoided by ensuring proper motivation and recognition. The organization
shall also ensure that four consumer call centre operators are paid well
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and certainly above minimum wage rates. The organization shall get
receipts from call centre staff deployed by them for the salaries actually paid
and not on blank forms or false excess figures. The Contract would be
terminated if any such violations noticed.
7. The successful tenderer consumer organization shall ensure the call centre is
operational at the office of the Commissioner of Civil Supplies and Consumer
Protection, Ezhilagam, Chepauk, Chennai-5 and call centre operators and
manager should work from 10.00 AM to 6.00 PM on all working days of PDS
for a period of twelve months.
8. Though the Department would provide the space, publicity support and online
consumer helpline software (with the help of IIPA, New Delhi) the
organization shall ensure through the manage for effective redressal of
grievances of the consumer, through introduction of best practices adopted in
similar call centres such as the National Consumer Help line as well as other
bodies elsewhere in the world, in consultation with the Department.
9. The successful tenderer shall provide continuous inputs and support to the
State Consumer Help Line Online Software provided by IIPA. New Delhi for
development of Consumer Help Line Software as well as for continuous up
gradation of the features of the software in collaboration with National
Consumer Help Line. Call Centre operators should be able to capture notes
with respect to any complaint that is handled. These notes should be
available whenever the account is queried. These notes should be pre
defined and user configurable.
10. The successful tenderer shall ensure availability of four call centre operators
during all working hours of the Department. They should have sufficient
reserve personnel for deployment during absence of any members deputed
for this purpose. In other words the consumer organizations should ensure
that no operator is absent on any of the working days of this Department. [
11. The successful tenderer shall ensure that the SCH online database is
administered properly and privacy of clients is not compromised under any
condition by preventing unauthorized or unintended access to the SCH
database by third parties.
12. The SCH data, reports, documents, procedures and systems developed over
time will be unconditional property of the Department and the tenderer shall
not use or supply them to a third party without express consent of the
Department.
13. Software support will be provided by IIPA with the mutual agreement of the
Department. The said IIPA will provide training in usage of application
software. The successful tenderer shall ensure safe and appropriate use of
computer hardware and other equipment in the Call centre and prevent any
unauthorized use or mishandling of such equipment. The successful tenderer
shall be responsible for any damage to computer hardware or equipment or
software by its staff.
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14. The successful tenderer shall submit monthly reports in a prescribed
proforma regarding the numbers, types and status of grievances redressed,
pending and unresolved every month before the 3rd working day of the
succeeding month. The State Consumer Help Line and the call centre would
be functioning under the monitoring and supervision of a committee headed
by Commissioner of Civil Supplies and Consumer Protection and the
successful tenderer shall present monthly reports at the committee meetings
for course correction or policy changes.
15. The successful tenderer shall also prepare an Annual report of the SCH in
line with the NCH Annual report, and the Department will undertake the cost
of preparation and publication.
16. The successful tenderer consumer organization shall ensure that the
Registration Certificate, list of office bearers and renewal details of consumer
organization is provided every year as and when required by Commissioner
of Civil Supplies and Consumer Protection Department / President of
TANSSCOPE.
17. Payment of the successful tenderer shall be made at the end of each month
within 10th of the succeeding month subject to satisfactory service as per an
agreement (Annex-II) to be executed between the Department and the
successful tenderer.
18. Any other terms and conditions may be mutually determined by Civil
Supplies and Consumer Protection Department to be necessary for the due
performance of the work.
19. Deviation in adherence to the above rules shall result in cancellation of
contract at any point of time through a written notice along with forfeiture of
deposit and without any kind of compensation to the successful tenderer.
2.1 SCOPE OF WORK
The scope of work of the successful tenderer will include but not limited to the
following:
1. Studying the complaint management system and consumer disputes
redressal system of Civil Supplies and Consumer Protection Department in
regard to Consumer complaints other than Public Distribution System and in
respect of Public Distribution System. The State Consumer Helpline shall be
the nodal point for all types of complaints pertaining to Civil Supplies and
Consumer Protection Department irrespective of nature, source and mode of
the complaint.
2. Support and coordinate with the Department and IIPA in proper development,
testing and deployment of online SCH software. Complaints received from
any other source such as e-mail, SMS and post also shall be routed through
this centre by Call Centre operators to the destined place after taking
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necessary scanned images and storing in the same unified data base in the
mode prescribed by the Department. All hard copies of complaints shall be
scanned and stored in the database in an appropriate manner for easy
retrieval. The proposed Call Centre can also received written complaints
directly from the public and also through phone calls, fax, e-mail, online
internet and SMS through the same software.
3. Providing sufficient training to call centre operators proposed to be deployed
for the State Consumer Helpline.
4. The Successful tenderer shall provide necessary training to the call agents.
The call centre operators will be given necessary training to setup effective
collaboration with service providers and producers / sellers to enable effective
grievance redressal.
5. Document grievances and their redressal on a monthly / annual basis and
provide analytical inputs for various Government agencies and private service
providers / manufacturers.
6. Assist the Department in marketing the SCH services effectively through
media and directly periodically.
2.2 SERVICE DESCRIPTION:
1. The successful tenderer has to provide four call centre operators to provide
online counseling on consumer issues and receive and process any number
of complaints.
2. The successful tenderer has to ensure availability of all operators and
manager for three years of the contract period commencing from 30 days
from the date of signing the agreement. The State Consumer Help Line shall
function during all PDS Fair Price Shop working days i.e.from Monday to
Saturday from 10-00 AM to 6-00 PM (For One year)
3. provision of legal and subject matter advise, support and periodical training
and guidance to all SCH staff.
4. Overall facilitation and support for software development, up gradation.
5. Analytical and Policy inputs based on performance of SCH.
6. Assist the Department in setting and raising standards of performance /
service levels of SCH to national and world standards from time to time and
facilitation SCH to achieve higher levels of consumer satisfaction in legal
advise and grievance resolution.
7. Assist in Annual external evaluation of consumer satisfaction on SCH service.
3.TERMS AND CONDITIONS
Following terms and conditions are intended to sensitize the tenderer to
various clauses, which may be reflected in the final Contract.
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3.1Tender for Proposal
The tenderer is expected to examine all instructions, forms, terms and
specifications contained in this document. The proposal should be precise, complete
and in the prescribed format as per the requirements of this tender document.
Failure to furnish all information required by this tender document or submission of
applications not responsive to this tender document in every respect will be at the
applicant’s risk and may result in rejection.
3.2 Content of Tender document
This document has to be read in its entirety. The terms and conditions for the
tender encompasses all the terms and conditions mentioned in this document.
However, Civil Supplies and Consumer Protection Department reserves the right to
alter any of the above-mentioned dates at a short notice. The same will be intimated
to all concerned parties. Before submitting the proposal, due diligence can be
undertaken by tenderer at its own cost.
3.3 Clarification & Amendment of Tender document
A prospective tenderer requiring any clarification on the tender document may
notify Civil Supplies and Consumer Protection Department in writing to the
Commissioner of Civil Supplies and Consumer Protection Department, Ezhilagam IV
Floor, Chepauk, Chennai-5.
In case any one tenderer asks for a clarification on the tender documents in
writing before 48 hours of the opening of the Tender, Civil Supplies and Consumer
Protection Department shall ensure that a reply is sent and copies of the reply to the
clarification sought will be communicated to all those who have purchase the tender
documents without identifying the source of the query.
At any time after the issue of the tender documents and before the opening of
the tender, Civil Supplies and Consumer Protection Department may make any
changes, modifications or amendments to the tender documents and shall send
intimation of such change to all those who have purchased the original tender
documents.
3.4 Earnest Money Deposit (EMD) Amount
The Tenderer (Technical bidding-Cover A) shall contain Earnest Money
Deposit (EMD) of Rs. 20,000/- (Rupees Twenty Thousand only) in the form of
Demand Draft / Pay Order / Bankers Cheque of any nationalized or any other
scheduled bank drawn in favour of “TANSSCOPE” payable at Chennai. The E.M.D
will not be received in cash or currency notes or cheques or in the shape of NSC or
government bonds and the tender shall be rejected if E.M.D. is not paid in the
prescribed manner. E.M.D will be refunded to the unsuccessful tenderer on
application after intimation is sent on the rejection of the tender or at the expiry of 90
days from the date of tender which ever is earlier. E.M.D of the successful tenderer
will be returned only after deposit of performance guarantee. Tenders with out E.M.D
are liable for rejection..
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E.M.D. made by the tenderer will be forfeited if:-
1. the tenderer withdraws his tender or back out after acceptance.
2. the tenderer withdrawn his tender before the expiry of validity of offer, the period
specified in the specification or fails to remit the security deposit.
3. the tenderer violates any of the provisions of these regulations contained herein.
4. the tenderer revises of the terms quoted during the validity period.
3.5 Submission of the Tender
The Proposal shall be in two parts: COVER A – Technical bid and COVER B
– Financial bid. The proposal shall be submitted in two separate envelopes, which
shall be addressed to Commissioner, Civil Supplies and Consumer Protection
Department, Ezhilagam IV Floor, Chepauk, Chennai-5 Cover-A shall contain the
technical bid and Cover-B shall contain financial bid. Both Cover-A and Cover-B
shall be named as mentioned above and shall be sealed separately and put in an
outer sealed COVER C. The outer sealed cover C shall be marked as “Tender for
Trained Manpower, Facilitation and Coordination for the Call Centre of State
Consumer Help Line for Civil Supplies and consumer Protection Department of
Government of Tamil Nadu for One year”. Tender once submitted shall be final
and no amendment shall be permitted after the close of the tender. Tenders are
solely responsible for timely delivery of their proposals to the location set forth herein
prior to the stated Proposals Submission due date / time.
Technical bid (Cover A): Original Tender Document (Except Schedule-B
Financial Bid) duly filled in and signed in with all the relevant details and copies of
supporting documents and certificates to assess the capability of the tenderer to
undertake the work detailed in the Prequalification Criteria and shall contain Earnest
Money Deposit. Documents relates to identification of place for establishing SCH
(Owned / rented / leased etc).
Financial bid (Cover B): Schedule – B, Financial Bidding of the Original
Tender Document duly filled in with rate quoted in Indian Rupees and signed in. The
rate shall include all overhead expenses including all taxes, duties etc., complete in
all respects. The rate to be tendered shall be inclusive of Service Taxes and duties.
The rate shall be quoted in Indian Rupees in figure and words. In case of any
dispute in the prices quoted, the lowest will be considered. Rates once fixed will be
valid for One year period or till the end of the contract.
Cover A – Technical Bid shall contain
(i) The original tender document (Except Schedule –B Financial Bidding)
signed in each and every page with seal.
(ii) The documents in proof of previous activities of Voluntary Consumer
Organisations as required in the tender document signed in each and every page
with seal, including registration certificate, renewal of registration, certified annual
accounts for last three years signed by Statutory Auditor, List of society / trust
members, Byelaws, List of permanent employees with date of commencement of
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employment, self certification regarding absence of any blacklisting / criminal cases /
litigation involving management control of the organization. (Refer Annexure I,
Schedule-A Technical Bid) and E.M.D (Refer Clause 3.4)
Cover B – Financial Bid shall contain
Schedule –B, Financial Bid
Schedule-B format duly filled in with rate quoted in Indian
Rupees and signed in with seal.
3.6 Language of Tenders
All Proposal and supporting documentation shall be submitted in English.
3.7 Format and signing of Tender
This tender document can be downloaded shall be properly bound along with
all enclosures and mentioned in pre qualification criteria. The enclosures may be
typed or printed in a clear type face or good quality photocopies of the original. An
accompanying letter is required, signed by an authorized signatory of the tenderer,
committing the tenderer to the contents of the original response. Each tender shall
be made in the legal name of the tenderer and shall be signed by the tenderer or a
person duly authorized to sign on behalf of the tenderer. The tenderer must stamp
and initial on all pages of this document and also the enclosures.
3.8 Sealing and Marking of Tenders
The tenderer shall submit tenders in a wax sealed envelope.
3.9 Late Tenders
Any tender received after the deadline for submission of tenders, shall be
rejected and returned to the tenderer unopened.
3.10.Period Tender validity
The tenders shall be valid minimum for a period of “90 days” from the date of
opening of tenders. On completion of the validity period, unless the tenderer
withdraws his tender in writing, it will be deemed to be valid until such time that the
tenderer formally (in writing) withdrawn his tender.
3.11 Evaluation of Technical Bids
Evaluation will be based on prequalification criteria and shall qualify the
tenderer for further processing. A committee will be formed to evaluate and
recommend the tender for further processing.
3.12 Financial Bids from technically Short listed tenderers
Financial Bids of the technically short-listed tenderers only shall be opened in
the presence of their representatives on the specified date and time. There shall be
no negotiations on the Financial Bid, except with the tenderer who has quoted the
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lowest amount. The total amount for all items for One year would be taken for
comparing the bids submitted.
3.13 Price Quatation
The tenderer shall quote the rates mentioned in Schedule-B Financial Bid for
a year of contract period for the service to be provided.
Any deviations from the format provided shall be treated as invalid. The
tenderer must quote prices both in figures and words . In case of any dispute in the
prices quoted, the lowest will be considered. All quotes shall be in Indian Rupees.
The rates shall be inclusive of all Taxes. If quoted exclusive of taxes, then it shall
be treated as inclusive of taxes only. Only one rate shall be quoted for each item. If
more than one rate is quoted for a single item the tender shall be rejected. The rates
shall be quoted unconditionally and Conditional tenders shall be rejected. Rates
once fixed shall be valid till the end of the contract.
3.14 Contract period
The finalized rate of this Proposal shall be valid for the entire Contract Period,
i.e., One year from the date of commencement.
3.15 Award of work
Award of work shall be placed on finally selected tenderer within 2 weeks of
the evaluation of the tenders submitted.
3.16 Signing of Contract and Security Deposit
The Successful tenderer shall be required to enter into an agreement with the
Civil Supplies and Consumer protection Department within 14 days (fourteen days
only) from the date of receipt of the award of the work from Department. This
contract shall be on the basis of this document, the proposals of the tenderer and
other terms and conditions as may be mutually determined by the Civil Supplies and
Consumer Protection Department, Chennai to be necessary for the due performance
of the work.
The successful tenderer shall be required to submit a security deposit of
Rs.30,000/- in the form of National Savings Certificate / Small savings / deposits /
Accounts pledged in favour of Commissioner, Civil Supplies and Consumer
Protection Department in the prescribed format acceptable to Civil Supplies and
Consumer Protection Department and keep it valid for three months. However, it is
open to the Commissioner, Civil Supplies and Consumer Protection Department to
insist on higher deposit as per rules in force. The security deposit will not bear
interest. If the successful tenderer fails to furnish such security deposit and execute
the agreement the EMD will be forfeited. The security deposit will however be
refunded after the expiry of 6 months from the date of completion of the work.
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3.17 Readiness of Service
This service should be made available and ready for full fledged service
within 4 weeks from the date of Agreement. The successful bidder shall study the
requirements and get the system initiated within two weeks of signing agreement.
3.18 Delay in Service
Any delay in launch of service beyond 4 weeks period shall invite penalty
clause and if it is beyond 10 weeks the Order on the tender to be cancelled and
Security Deposit shall be forfeited.
Up to 8 weeks
Beyond 8 weeks Up to 10 weeks
No penalty
Penalty per day at the rate of 1% of the
total quoted amount
3.19 Schedule of payment
The payment shall be made as given below,
1. No advance payment shall be made.
2. Payment shall be made at the end of each month within 10th of the
succeeding month subject to satisfactory service as per tender document.
3. Satisfactory service means.
Provision of all call centre staff as per tender conditions in the last 30
days.
provision of necessary training to all call centre staff
Mutually agreed client satisfaction levels on SCH services
Submission of Monthly analytical reports.
3.20 Payment Terms
1. The payment terms shall be made as per the conditions mentioned in tender
clause 3.19 Schedule of payments.
2. Failure (non-functioning of the operation due to non-availability of manpower)
will be calculated in terms of number of call operators and number of days. If
the failure continues for more than one day, deductions from the bill at rate of
average amount per day, calculated on prorata basis of actual billing amount.
3. If the failure exceeds 10 days, i.e. the service is not provided for more than 10
days in a month, no payment will be made for that month.
3.21 Termination of Contract
Civil Supplies and Consumer Protection Department may, without prejudice to
any other remedy for breach of contract, by written notice of default, sent to the
tenderer, terminate this contract in whole or in part,
a) if the tenderer fails to satisfy all the tender conditions within the time period(s)
specified in the contract, or any extension thereof granted by the Civil Supplies
and Consumer Protection Department,
b) if the tenderer fails to perform any other obligation(s) under the Contract and
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c) if the tenderer, in either of the above circumstances, does not remedy his failure
within a period of 15 days (or such longer period as the Civil Supplies and
Consumer Protection Department may authorize in wirting) after receipt of the
default notice from the Department.
In the event the civil Supplies and Consumer Protection Department terminates
the contract in whole or in part, the Civil Supplies and Consumer Protection
Department may procure the services upon such terms and in such manner as it
deems appropriate, services similar to those undelivered and the tenderer shall
be liable to the Civil Supplies and Consumer Protection Department for any
excess cost for such similar services. However the tenderer shall continue the
performance of the contract to the extent not terminated.
Civil Supplies and Consumer Protection Department may at any time terminate
the Contract by giving written notice to the successful Tenderer with forfeiture of
deposit and without any kind of compensation to consumer organization. If the
organization becomes blacklisted or otherwise insolvent as declared by the
competent court provided that such termination will not prejudice or affect any
right of action or remedy which has accrued or will accrue thereafter to the
Department.
3.22 Arbitration
Civil Supplies and Consumer Protection Department and the successful
tenderer shall make every effort to resolve amicably by direct negotiation, if any
disagreement or dispute or misunderstanding arise between them in connection
with this service. If any dispute shall arise between Civil Supplies and
Consumer Protection Department and the successful tenderer on aspects not
covered by this tender document or work order, or operation thereof, or the
rights, duties or liabilities under these except as to any matters the decision of
which is specially provided for by the general or the special conditions, such
dispute shall be referred to two arbitrators, one to be appointed by each party
and the said arbitrators shall appoint an umpire in writing before entering on the
reference and the award of the arbitration or umpire, as the case may be, shall
be final and binding on both the parities. The arbitrators or the umpire as the
case may be, with the consent of parities, may modify the time frame for making
and publishing the award. Such arbitration shall be governed in all respects by
the provision of the Indian Arbitration Act or its later modifications and the rules
there under and any statutory modification or re-enactment, thereof. The
arbitration proceedings shall be held in Chennai, India.
3.23 Force majeure
The successful tenderer shall not be liable for Liquidated Damages, or
termination for default if any to the extent that it’s delay in performance or other
failure to perform its obligations under the Contract is the result of an event of
Force Majeure.
For purposes of this clause, “Force majeure” means an event beyond the control
of the tendered and not involving the successful tenderer / fault or negligence,
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and not foreseeable. Such events may include, but are not restricted to, acts of
the Civil Supplies and Consumer Protection Department in its capacity as a
buyer, wars or revolutions, terrorist attacks, fires, floods, epidemics, quarantine
restrictions and freight embargoes.
If a Force Majeure situation arises, the tenderer shall promptly notify the Civil
Supplies and Consumer Protection Department in writing of such condition and
the cause thereof. Unless otherwise directed by the Civil Supplies and
Consumer Protection Department in writing, the tenderer shall continue to
perform its obligations under the Contract as far as is reasonably practical, and
shall seek all reasonable alternative means for performance not prevented by
the Force Majeure event.
3.24 Attachment of Documents in the Proposal (Checklist)
The following documents shall be enclosed along-with the Technical Bid (cover-
A) failing which the tender shall be rejected. No request on this aspect shall be
entertained from the rejected tenderers at a later date.
1. Necessary details technical write-up highlighting the features of “Provision for
Trained Manpower for the Call Centre of State Consumer Help Line of Civil
Supplies and Consumer Protection Department of Government of Tamil Nadu
for One year”
2. Details of society / trust / not-for-profit company registration and latest renewal
of registration.
3. Documents indicating past activities of Consumer Organisation for three years
period.
4. List of permanent employees of the Consumer Organisation with date of joining
and designation / responsibilities.
5. Bio-data of the coordinator (nodal officer) from the successful tenderer who will
be facilitating the call centre
6. Audited financial accounts for last three years.
7. Self certification on no blacklisting, criminal cases or litigation against
organization or its functionaries.
3.25 Governing Law and Jurisdiction
This tender shall be construed and interpreted in accordance with and governed
by the laws of India and the Courts at Chennai, India shall have jurisdiction over
all matters arising out of or relating to this Agreement.
4. GENERAL:
GENERAL TERMS AND CONDITIONS:
1) Validity period of the tender will be 90 days (Ninety days) from the date of
submission of the tender.
2) Right to reject any or all the tenders without assigning any reason will be the
discretion of the Commissioner, Civil Supplies and Consumer Protection
Department.
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3) Commissioner, Civil Supplies and Consumer protection Department reserves
the right of rejecting / cancelling of any part of or whole tender without
assigning any reason.
4) Successful tenderer shall execute an agreement with Civil Supplies and
Consumer Protection Department duly accepting the terms and conditions for
carrying the work.
5) Necessary taxes will be recovered from the bills as per the Govt. orders.
6) Civil Supplies and Consumer Protection Department has right to call for
negotiation from the lowest tenderer and for live demonstration.
7) The successful tenderer should ensure the compliance of all the provision of
Labour laws, Tax Laws and local laws as applicable during the tenure of the
contract. The successful tenderer shall be fully responsible for any default or
any non-compliance of any statutory laws, rules and regulations framed by
central government, state government or local bodies from time to time as
applicable.
8) Except the payment as per terms of the contract, Civil Supplies and
Consumer Protection Department will not entertain any extra claim during or
after the contract period.
9) The successful tenderer has to provide the service on all working hours of
Civil Supplies and Consumer Protection Department.
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ANNEXURE:1
SCHEDULE –A
(To be submitted in Cover A)
Technical Bid Qualifications:-
1. Necessary detailed technical write-up highlighting the features of the “Trained
Manpower, Facilitation and coordination for the Call Centre of State
Consumer Help Line, Chennai-5 for Civil Supplies and Consumer protection
Department of Government of Tamil Nadu for one year”
2. Details of society / trust / not-for-profit company registration and latest
renewal of registration.
3. Documents indicating past activities of Consumer Organisation for three
years period – especially in consumer complaints handling.
4. List of permanent employees of the Consumer Organisation with date of
joining and designation / responsibilities.
5. Bio-data of the coordinator (nodal officer) from the successful tender who will
be facilitating the call centre.
6. Audited financial accounts for last three years.
7. Self certification on no blacklisting, criminal cases or litigation against
organization or its functionaries.
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SCHEDULE – B (To be submitted in Cover B)
Financial bid:
ANNEXURE-I
Providing Trained Manpower, Facilitation and coordination for the Call
Centre of State Consumer Help Line, of Civil Supplies and Consumer
protection Department, Ezhilagam IV Floor, Chepauk, Chennai-5.
The following financial bid is submitted by us for the above contract:
S.No Description Unit Charges per month
Total charges for
1 year
Total charges for 4 Call Operators
1 Cost of Trained Manpower for State Consumer Helpline of C.S.& C.P.Dept. (including all taxes)
Unit Charges per month for one call operator Rs. ……………. Unit charges per month for One Manager Rs……………….
Grand Total
1. It should be read and understood that all conditions stipulated by the Civil
Supplies and Consumer Protection Department for providing trained
Manpower, facilitation and coordination for the call centre from our
organization are agreed to unconditionally.
2. It should be assured that uninterrupted availability of manpower consisting of
four call centre operators with the qualification prescribed will be ensured.
3. Rates shall be inclusive of all Taxes, If quoted exclusive of taxes, then it shall
be treated as inclusive of taxes only.
4. Only one rate shall be quoted. If more than one rate is quoted for a single
item the tender shall be rejected.
5. The rates to be quoted in figure and words. The rates shall be quoted
unconditionally and Conditional tenders shall be rejected.
6. Rates once fixed shall be valid for one year period or till the end of the
contract.
Signature of Authorised Signatory of tenderer (with name, seal of tenderer and date)
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ANNEXURE-II
DRAFT AGREEMENT
This agreement entered between the Civil Supplies and Consumer protection
Department, represented by its Commissioner / President, Tamilnadu State Society
for Consumer Protection Empowerment having his office at Ezhilagam IV Floor,
Chepauk, Chennai-5 hereinafter called as the “Department” which term shall
wherever context so requires or permits shall mean and include his men, agents,
representatives, subordinate officers, successors to his office and assigns of one part
and ……………………………….……………………………………………..a Voluntary
Consumer Organisation registered
under…………………………………………………………………………………..represe
nted by its President / General Secretary ………………………………having his office
at ……….………………………………………………………………………….herein after
called as CONTRACTOR which term shall wherever context so requires or permits
shall mean and include his men, agents, representatives, workmen, and legal heirs
and assigns of other part.
Whereas the Department having called for quotations for providing” Trained
Manpower, for the Call Centre of State Consumer Help Line at Ezhilagam IV
Floor, Chepauk, Chennai-5 of Civil Supplies and Consumer protection
Department of Government of Tamil Nadu for one year” more-fully described in
the schedule to this agreement on …………………..and the CONTRACTOR also
submitted his quotation.
Whereas the Department vide its letter dated……………………..intimated the
CONTRACTOR that his quotation has been accepted and required him to pay a sum
of Rs……………../-(rupees ………………………………….only) as the Security
Deposit, by means of National Savings Certificate or any other script obtained from
the Indian Postal Department duly pledged in favour of Commissioner, Civil Supplies
and Consumer Protection Department or irrevocable bank guarantee in the format
acceptable to Department for faithful performance of contract and execute the
agreement in the draft tender format given in the tender document submitted by him.
Whereas the contractor deposited the Security Deposit in the following manner for a
sum of Rs……………………….(Rupees ……………………………………..only).
24
Whereas in consideration of the rates mentioned in the schedule (schedule-B) to this
agreement, the Department and CONTRACTOR is entering into this agreement
under the terms and conditions as detailed below:
The CONTRACTOR is a Voluntary Consumer Organisation functioning as a
registered body with registration number ………………….(number) of
…………………(date) at………………..(Sub-Registrar office) and registration
certificate has been renewed up to …………………………vide
receipt……………..dated…………….of SRO…………….. The CONTRACTOR also
certifies that voluntary consumer organization above has not been blacklisted by any
Government agency or implicated in any criminal case in India.
The CONTRACTOR shall provide four consumer call centre operators to be
deployed for this work on all PDS working days for a period of 12 months (one year)
from the date of signing of this agreement.
The CONTRACTOR shall ensure that call centre operators be a degree holder of a
recognized university with computer skills with fluency in Tamil and English.
The CONTRACTOR shall ensure that the Manager and call centre operators are
trained properly in consumer laws and regulations so as to enable them to
understand the problem faced by SCH clients (citizens primarily from Tamil nadu or
from any part of India) communicated over phone or email or fax or online and
properly counsel them on the courses of action and remedies available, besides
initiating appropriate action to remedy the grievance through follow up with the
service provider or manufacturer or trader as the case may be besides ensuring that
they reply courteously to public even if the caller behaves rudely.
The Contractor also undertakes to remove staff found guilty of misconduct or
unethical behaviour in course of their work in SCH and replace them with an eligible
person. A code of conduct for all staff of SCH call centre will be laid down through
mutual consultations.
The Contractor shall also ensure that the loss of trained manpower is avoided by
ensuring proper motivation and recognition. The CONTRACTOR shall also ensure
that four consumer call centre operators are paid well and certainly above
minimum wage rates. The CONTRACTOR shall get receipts from call centre staff
deployed by them for the salaries actually paid and not on blank forms or false
excess figures. The Contract would be terminated for any such violations noticed.
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The CONTRACTOR shall ensure the call centre is operational at the office of the
Commissioner of Civil Supplies and Consumer Protection, Ezhilagam, Chepauk,
Chennai-5 and call centre operators and manager should work during all PDS Fair
Price Shop working hours for a period of 12 months.
Though the Department would provide the space, policy support and online
consumer help line software (with the help of another contractor) the CONTRACTOR
shall ensure that he provides necessary facilitation and guidance to the call centre
through the manager to ensure effective redressal of grievances of the consumer,
through introduction of best practices adopted in similar call centres such as the
National Consumer Help line as well as other bodies elsewhere in the world in
consultation with the Department.
The CONTRACTOR shall provide continuous inputs and support to the State
Consumer Help Line Online Software contractor for development of Consumer Help
Line Software as well as for continuous up gradation of the features of the software in
collaboration with National Consumer Help Line or international Consumers or other
VCOs.
The CONTRACTOR shall ensure availability of four call centre operators and one
manager during all working hours of the Department. i.e. they should have sufficient
reserve personnel for deployment during absence of any members deputed for this
purpose. In other words the consumer organization should ensure that no operator /
supervisor is absent on any of the working days of this Department.
The CONTRACTOR shall ensure that the SCH online database is administered
properly and privacy of clients is not compromised under any condition by preventing
unauthorized or unintended access to the SCH database by third parties.
Training in usage of application software will be provided by software consultants to
be identified by the Department. The CONTRACTOR shall ensure safe and
appropriate use of computer hardware and other equipment in the Call centre and
prevent any unauthorized use or mishandling of such equipment. The
CONTRACTOR shall be responsible for any damage to computer hardware or
equipment or software by his staff.
The CONTRACTOR shall submit monthly reports in a prescribed Performa regarding
the numbers, types and status of grievances redressed, pending and unresolved
every month before the 3rd working day of the succeeding month. The State
Consumer Help Line and the call centre would be functioning under the monitoring
26
and supervision of a committee headed by Commissioner of Civil Supplies and
Consumer Protection and the CONTRACTOR shall present monthly reports at the
committee meetings for course correction.
The CONTRACTOR shall also prepare an Annual report of the SCH in line with the
NCH Annual report, the costs of publication and preparation of which will be
undertaken by the Department.
The CONTRACTOR shall ensure that the Registration Certificate, List of office
bearers and renewal details of consumer organization is provided every year as and
when required by Commissioner, Civil Supplies and Consumer protection
Department.
Payment to the CONTRACTOR shall be made at the end of each month within 10th
of the succeeding month subject to satisfactory service as per this agreement.
Any other terms and conditions may be mutually determined by Civil Supplies and
Consumer protection Department considered to be necessary for the due
performance of the work.
Deviation in adherence to the above rules shall result in cancellation of contract at
any point of time through a written notice along with forfeiture of deposit and without
any kind of compensation to consumer organization.
In witness where of the contractor ……………………………………………………..
………………………………………………………………………………………………….
………………………………….. has hereunto set his hand and
……………………………………………………………………………….
The Commissioner has hereunto set his hand the day and year first above written.
Signed by the Contractor:
Name and designation
Full Address:
In the presence of witness:
Signed by the commissioner:
The Common Seal of the Civil Supplies and Consumer Protection Department
hereunto affixed in presence of:
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ANNEXURE:III
LETTER OF TENDER
(inside both cover A & B)
From To The Commissioner, Civil Supplies and consumer protection Department, Ezhilagam IV Floor, Chepauk, Chennai-5
Rc.No. dated:
Sir,
Sub: Civil Supplies and Consumer Protection Department –
Tender for “Provision of Trained Manpower for the call
Centre for Complaint Redressal Management System of
Civil Supplies and Consumer Protection Department for
………….. years”.
Ref: Civil Supplies and Consumer Protection Department tender
No.CA1/20705/2016, dated : .11.2016.
*******
After reading and understanding the tender conditions and draft agreement
format and schedule and specifications to the tender document . I /We do hereby
submit my / our tender in Cover-A and Cover B (each sealed separately) as per
conditions laid down in the tender document.
(Signature of tenderer with seal)