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Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function - EU tenders
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OP Portal - Procurement - Details

Provision of Consultancy Support to the CRU’s Customer Care Team (CCT) Dispute Resolution Function

Overview
  • Awarded
    27/03/2024
  • Today
    19/08/2026
Status
Awarded
Type of contract
Services
Subject for Renewal
No
Buyer
Commission for Regulation of Utilities
Place of performance
NUTS code: Multiple place of performance
Location of buyer
NUTS code: IE061 Dublin
Business sector (Main CPV)
79342300 Customer services
Total estimated contract value (excluding VAT)
Not available
Total final contract value (excluding VAT)
123,200.00 EUR
Procedure details
Tender reference number
Not available
Description

The Commission for Regulation of Utilities (CRU) is Ireland’s independent energy and water regulator. The CRU has a wide range of economic, customer protection and safety responsibilities in energy and water. The CRU’s mission is to protect the public interest in Water, Energy and Energy Safety. The work of the CRU impacts every Irish home and business, by ensuring safe, secure and sustainable energy and water supplies at a reasonable cost. The Customer Care Team (CCT) sits in the Customer Policy and Protection and Legal division of the CRU. The team is responsible for delivering two key statutory functions for the CRU - Providing the Commission’s dispute resolution service for unresolved disputes between final customers and service providers. This obligation is set out in Section 7 of S.I. No. 463 of 2011 and Section 8 of the Water Services Act 2014. - Acting as a single point of contact to provide final customers with necessary information concerning their statutory rights in relation to engaging with energy undertakings and obligations of said undertakings, among other things. This obligation is set out in full in Section 8 of S.I. No. 463 of 2011. Services are sought primarily in relation to the CCT’s dispute resolution function. Over the last year the CCT has experienced a substantial increase in the volume of complaint cases received from customers. This is driven by a range of factors including high energy prices, energy market developments (such as the emergency electricity credit and new support for microgeneration), increased customer awareness of the CRU and its dispute resolution service, and the increasing remit of the CRU).

Submission Method
Not available
Tenders may be submitted
Not available
Information about a public contract, a framework agreement or a dynamic purchasing system (DPS)
Not available
Conditions for opening tenders (date)
Not available
Place of performance
IE Éire/Ireland
IE061 Dublin
CPV code

79512000 - Call centre

79400000 - Business and management consultancy and related services

79410000 - Business and management consultancy services

79411000 - General management consultancy services

72221000 - Business analysis consultancy services

79419000 - Evaluation consultancy services

79342300 - Customer services

79342320 - Customer-care services

Award method
Criterion:
Type: cost
Description: Tenderers were required to provide a daily rate for each professional grade level proposed based on the notional day requirement.
Weight (percentage, exact):
Criterion:
Type: quality
Description: Quality of Approach to Service Delivery.
Weight (percentage, exact):
Criterion:
Type: quality
Description: Technical Merit of Proposed Resources
Weight (percentage, exact):
Estimated value
Not available
Final contracted value
123,200.00 EUR
Award of contract
Official name: Jack O'Connell
Postal address:
Town: Cork
Postal code: T12 H2K7
Country:
Documents
Prior information
Contract
Award
Footnote - legal notice

This content published on this page is meant purely as an additional service and has no legal effect. The Union's institutions do not assume any liability for its contents. The official versions of the relevant tendering notices are those published in the Supplement of Official Journal of the European Union and available in TED. Those official texts are directly accessible through the links embedded in this page. For more information please see Public Procurement Explainability and Liability notice.