Complaints Management Service

Details

Tender Closed
RFx ID :	28030598
Tender Name :	Complaints Management Service
Reference # :	3429
Open Date :	Tuesday, 5 September 2023 12:30 PM (Pacific/Auckland UTC+12:00)
Close Date  :	Monday, 2 October 2023 12:00 PM (Pacific/Auckland UTC+13:00)
Department/Business Unit :	Fire and Emergency New Zealand
Tender Type :	Request for Proposals (RFP)
Tender Coverage :	Sole Agency  [?]
Categories :	80000000 - Management and Business Professionals and Administrative Services 86000000 - Education and Training Services
Regions:	New Zealand
Exemption Reason :	None
Required Pre-qualifications :	None
Contact :	Becky Stevenson NHQ.Procurement@fireandemergency.nz
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Agency Address :

Fire and Emergency New Zealand requires a supplier who is an expert in managing complaints, who can provide complaints management services, processes and resources to handle complaints on our behalf. The services we are looking to address include:
• providing transparency, clarity, trust and confidence in a neutral environment for the complainant to disclose their complaint
• providing a standardised framework in which enquiries and complaints are assessed against
• providing appropriately qualified personnel to assess and triage enquiries through to the next appropriate step
• ensuring we can provide timely action, including responses and resolution for all complaints
• ensuring security of all information relating to a complaint
• providing visibility on all complaints data and information to ensure insights, behaviours and patterns can be interpreted and addressed accordingly (over time).
The service will be available for all personnel within Fire and Emergency.

Fire and Emergency is not procuring specific case management technology, therefore, integration to other systems is not currently required, but is likely to be required in the future.

This tender has been awarded.

• FairWay Resolution - Level 4, 142 Lambton Quay, Wellington, 6011, NEW ZEALAND

Further Award Information:
This contract has been awarded to Fairway Resolution Limited.

Award Date: Thursday, 7 December 2023 (Pacific/Auckland UTC+13:00)
Date RFx was completed/updated: Wednesday, 20 December 2023 2:20 PM (Pacific/Auckland UTC+13:00)