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TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION

AND EMPOWERMENT (TANSSCOPE),

CIVIL SUPPLIES AND CONSUMER PROTECTION DEPARTMENT

Ezhilagam IV floor , Chepauk, Chennai – 600 005.

Tel.: +91-44-28583222, 28583422 Fax +91-44-28510731.

e-mail: consumer@tn.gov.in, ccs.casec@tn.gov.in

Web: www.consumer.tn.gov.in

Table of Contents

Sl.No. Chapters Page No.

1 Document Control Sheet 2

2 Notice inviting tender 3

3 Introduction 6

4 Scope of work 12

5 Terms and Conditions 14

6 Earnest Money Deposit (EMD) 15

7 Submission of the Tender 16

8 Signing of Contract and Security deposit 19

9 Schedule of payment 20

10 Termination 21

11 General 23

12 ANNEXURE – I, Schedule - A. Technical Bidding Qualifications

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13 ANNEXURE – I, Schedule - B. Financial Bidding 26

14 ANNEXURE – II, Draft Agreement 27

15 ANNEXURE – III, Letter of Tender 32

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Document Control Sheet

Name of the work:

Trained Man power support, Facilitation & Coordinat ion for the Call Centre of

State Consumer Help Line at Ezhilagam IV Floor, Chennai –5 for Civil Supplie s

and Consumer Protection Department of Government o f Tamil Nadu for

years

Tender Reference CA1/ 20505/2011

Date of issue 23rd November 2011

Last Date for issue of Tender Document 5th December 2011 at 3.00 PM

Last Date and Time for Receipt of Tender

9th December 2011 at 3.00 PM

Date and Time of Opening of Tender Technical Bid

9th December 2011 at 3.00 PM

Address for Submission of Tender

President, TANSSCOPE, Office of the Commissioner of Civil Supplies & Consumer Protection Department, Ezhilagam IV Floor, Chepauk, Chennai-5.

Amount of Earnest Money Deposit (EMD) Demand Draft in favour of Commissioner, Civil Supplies & Consumer Protection Department . Chennai – 600 005

Rs.5,000 /- (Rupees five thousands only)

Contract Period TWO YEARS

PRESIDENT, TANSSCOPE & COMMISSIONER

CIVIL SUPPLIES & CONSUMER PROTECTION DEPARTMENT

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TAMILNADU STATE SOCIETY FOR CONSUMER PROTECTION AND EMPOWERMENT (TANSSCOPE),

CIVIL SUPPLIES AND CONSUMER PROTECTION DEPARTMENT

Ezhilagam IV floor , Chepauk, Chennai – 600 005. NOTICE INVITING TENDER

Ref : CA1/20505/2011, dated: 23 /11/2011

TANSSCOPE, a Registered Society under Civil Supplies and Consumer

Protection Department, Government of Tamil Nadu invites Tender from eligible

Registered Voluntary Consumer Organisations for “Trained Man power support,

Facilitation and Coordination for the Call Centre o f State Consumer Help Line at

Ezhilagam IV Floor, Chennai – 5 run by Tamil Nadu State Society for Consumer

Protection and Empowerment (TANSSCOPE), Civil Suppl ies and Consumer

Protection Department, Government of Tamil Nadu f or TWO years” at the office

of the Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IV Floor,

Chepauk, Chennai-5 for the Complaint Redressal Management System of Civil Supplies

and Consumer Protection Department, Government of Tamil Nadu for TWO years.

Sealed tenders are invited from Voluntary Consumer Organisations 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 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

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tenderer (VCO) shall have a permanent registered office in Tamil Nadu 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 at least 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 TANSSCOPE. 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. VCO should be registered in Mailing list of Civil

Supplies and Consumer Protection Department.

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.

Tender Documents:

The Tender Document is obtainable from Office of the Commissioner of Civil Supplies

and Consumer Protection, Ezhilagam IV Floor, Chepauk, Chennai-5 on all working days

till 3.00 pm upto 5th December 2011 on payment of Rs. 500/- (Rupees five hundred

only) in the form of Demand Draft of any Nationalized Bank / Scheduled Bank payable

at Chennai drawn in favour of “President, TANSSCOPE, Civil Supplies & Consumer

Protection Department, Chepauk, Chennai-5”. Tender documents can also be

downloaded at free of cost from the website 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 liable to be rejected at any stage of the contract.

Tender Submission :

The tender shall be submitted in wax sealed envelopes, which shall be addressed to

“The President, Tamil Nadu State Society for Consumer Protection and Empowerment

(TANSSCOPE), Office of the Commissioner of Civil Supplies and Consumer

Protection, Ezhilagam IV Floor, Chepauk, Chennai-5. The sealed cover should be

superscribed on the top as “Trained Man power support, Facilitation and

Coordination for the Call Centre of State Consumer Help Line at Ezhilagam IV

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Floor, Chennai –5 for Civil Supplies and Consumer Protection Department,

Government of Tamil Nadu for two years”.

Tenders must be dropped as a single sealed cover containing two separate wax

sealed envelopes for Technical Bid and Financial Bid in the Tender Box kept at the

Office of the Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IV

Floor, Chepauk, Chennai-5, on or before 3.00 p.m. on 9th December 2011. The

Technical Bid will be opened at 3.15 pm on the same day in the presence of bidders

and the tender opening committee.

EMD Amount is Rs 5,000/- in the form of Demand Draft of any Nationalized Bank

/ Scheduled Bank payable at Chennai drawn in favour of President, TANSSCOPE,

Office of Commissioner of Civil Supplies and Consumer Protection, Ezhilagam IV Floor,

Chepauk, Chennai-5..

The filled up Tender Documents can also be sent by Post or by Courier to the

above address. However either TANSSCOPE or 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 – I, 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 2.00 p.m to 5.00 p.m. or over Telephone No: +91-

44-28583222 / 28583422 Extn-301. 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.

PRESIDENT, TAMIL NADU STATE SOCIETY FOR CONSUMER

PROTECTION AND EMPOWERMENT &

COMMISSIONER CIVIL SUPPLIES & CONSUMER PROTECTION DEPARTMENT,

CHENNAI-5.

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Trained Man power support, Facilitation and Coordin ation for the Call Centre of State Consumer Help Line at Ezhilagam IV Floor, Chennai –5 for Civil Supplies and Consumer Protection Depar tment, Government of Tamil Nadu for TWO years 1. Introduction 1.1 Background:

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. The Consumer Protection / consumer awareness

activities of Civil Supplies and Consumer Protection Department are being implemented

through its registered society viz. TANSSCOPE.

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. It is envisioned that State Consumer

Help Line of Civil Supplies and Consumer Protection Department would allow

consumers to get advise and support regarding their grievances in regard to any

product or service using any of the communication channels like traditional telephone,

e-mail or internet on the lines of the National Consumer Help Line set up by the

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Department of Consumer Affairs, Government of India. State Consumer Help Line

therefore provides 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.

In order to formalize the Civil Supplies and Consumer Protection Department

Information Facilitator function and establish a Grievance Redressal service, Civil

Supplies and Consumer Protection Department, Government of Tamil Nadu is

implementing a state-of-art State Consumer Help Line to support disseminating

information related to natural and process queries arising with consumers of any

product or service. Furthermore, the State Consumer Help line serves 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 is capable

of handling phone, fax, e-mail and web based interactions with equal effectiveness.

The State Consumer Help Line database will also provide a knowledge warehouse to

analyse 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. The State Consumer Help Line is being maintained

through registered society viz. TANSSCOPE.

1.3 Description of Work

The successful tenderer (Voluntary Consumer Organisation or VCO) has to

provide man power support, Facilitation and Coordination for Call Centre at Office of

the Commissioner of Civil Supplies and Consumer Protection Department, Ezhilagam

IV Floor, Chepauk, Chennai-5 run by Tamil Nadu State Society for Consumer Protection

and Empowerment for the Complaint Redressal Management System under State

Consumer Help Line for Civil Supplies and Consumer Protection Department for two

years. Successful tenderer organisation has to provide the required man power of four

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Call Centre Assistants and one Consumer Help Line Manager to be deployed for this

work on all working days for Public Distribution outlets for a period of two years.

TANSSCOPE shall provide necessary hardware, telephone line, Office Equipments,

etc. as per specifications required for running the State Consumer Help Line.

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 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 required from time to

time. The VCO shall also provide facilitation for collaboration with service providers and

producers, besides coordinating effective grievance redressal with the Department.

The manpower support has to be provided seamlessly during working hours

from 10-00 AM till 6-00 PM on all working days of PDS Outlets for a period of two

years. Minimum pre requisite qualifications of manpower requirement shall be as

follows:

a. Call centre Assistants should be degree-holders of a recognised university with

computer skills with fluency in Tamil and English. At least one of the operators

should have fluency in Hindi also.

b. Manager of the State Consumer Help Line should be a postgraduate in Commerce

or Economics or Law, have working knowledge of consumer rights in various sectors

as well as related consumer problems and at least one year experience in redressal

of Consumer Grievances.

c. The Manager and Call Centre Assistants 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

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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.

1.4 Conditions of Contract

1.4.1. 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 have registered themselves in the Statewide Mailing

List of Voluntary Consumer Organisations maintained in Office of the Commissioner of

Civil Supplies and Consumer Protection. 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 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 at least 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 TANSSCOPE.

1.4.2.The successful tenderer shall provide four Consumer Call Centre Assistants

and one Consumer Help Line Manager to be deployed for this work on all working

days for a period two years from the date of signing of agreement.

1.4.3.The successful tenderer shall ensure that Call Centre Assistants be a degree-

holder of a recognized university with computer skills with fluency in Tamil and English.

At least one of the Call Centre Assistants should have fluency in Hindi also.

1.4.4. The successful tenderer shall ensure that the Manager and Call Centre

Assistants 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

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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 Manager and the Call

Centre Assistants shall have up to date knowledge on instructions relating to Public

Distribution System as most of the callers require such information since the State

Consumer Help Line is run by Society under Civil Supplies and Consumer Protection

Department which has Public Distribution System as its prime responsibility. The

tenderer shall also provide advisory support to call centre staff on special grievances

that need greater analysis.

1.4.5. The successful Organisation shall appoint a Nodal Officer for the purpose of

coordinating activities with the TANSSCOPE. They shall also ensure that the nodal

officer in-charge of the SCH and deployed manager and Call Centre Assistants

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.

1.4.6 The successful tenderer shall also ensure that the loss of trained manpower is

avoided by ensuring proper motivation and recognition. The organisation shall also

ensure that four Call Centre Assistants and one Consumer Help Line Manager are paid

well and certainly above minimum wage rates. The organisation 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.

1.4.7.The successful tenderer consumer organisation 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 Assistants and Manager

should work during all working days of PDS Out lets from 9.30 AM to 6.00 PM in the

State Consumer Help Line of the office of the Commissioner of Civil Supplies,

Chepauk, Chennai-5 for a period of two years.

1.4.8.Though the Department would provide the space, policy support and online

consumer help line software, the organisation shall ensure that it 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

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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.

1.4.9.The successful tenderer shall provide continuous inputs and support to the State

Consumer Help Line Online Software contractor for continuous upgradation of the

features of the software. Call Centre Assistants 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.

1.4.10 The successful tenderer shall ensure availability of four call centre Assistants

and one manager during all prescribed working hours. They should have sufficient

reserve personnel for deployment during absence of any of the members deputed for

this purpose. In other words the consumer organisations should ensure that no

operator / supervisor is absent on any of the working days of State Consumer Help

Line.

1.4.11. 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.

1.4.12.The SCH data, reports, documents, procedures and systems developed over

time will be unconditional property of TANSSCOPE and Civil Supplies and Consumer

Protection Department and the tenderer shall not use or supply them to a third party

without express consent of the Department.

1.4.13. Software consultants 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 their staff.

1.4.14. The successful tenderer shall submit monthly reports in 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 President, TANSSCOPE / Commissioner of Civil

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Supplies and Consumer Protection and the successful tenderer shall present monthly

reports at the committee meetings for course correction or policy changes.

1.4.15. The successful tenderer shall also prepare Monthly and Annual reports of the

SCH as per the requirement of TANSSCOPE.

1.4.16. The successful tenderer consumer organisation shall ensure that the

Registration Certificate, List of office bearers and renewal details of consumer

organisation is provided every year or as and when required by President,

TANSSCOPE / Commissioner, Civil Supplies and Consumer Protection Department.

1.4.17. Payment to the successful tenderer shall be made at the end of each month

before 15th of the succeeding month subject to satisfactory service as per an

agreement (Annexe- II ) to be executed between the TANSSCOPE and the successful

tenderer.

1.4.18. Any other terms and conditions may be mutually determined by TANCCSOPE /

Civil Supplies and Consumer Protection Department to be necessary for the due

performance of the work.

1.4.19 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. SCOPE OF WORK:

The scope of work of the successful tenderer will include but not limited to the

following:

2.1.1. Studying the existing 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 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.

2.1.2. Support and coordinate TANSSCOPE and software contractor in proper

deployment of online SCH software. Complaints received from any other source such

as e.mail, web on line facility and written complaints received through post and in

person are also shall be routed through this centre by Call Centre Assistants and

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Manager to the destined place after taking 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.

2.1.3. In the process of providing sufficient training to Call Centre Assistants and

manager proposed to be deployed for the proposed Call Centre and further activities in

the State Consumer Help Line, they will be guided and managed by staff at least in the

cadre of Superintendent of Consumer Protection Wing.

2.1.4. The successful tenderer shall provide necessary training to the call agents and

supervisory staff. The call centre Assistants and manager will be given necessary

training to setup effective collaboration with service providers and producers/sellers to

enable effective grievance redressal.

2.1.5. The successful Organisation shall document grievances and their redressal on a

weekly / monthly / annual basis and provide analytical inputs for various Government

agencies and private service providers/manufacturers.

2.1.6. The successful Organisation shall assist the department in marketing the SCH

services effectively through media and directly in periodical manner.

2.1.7 The successful Organisation shall facilitate significant improvement in the manner

and outcomes in grievance redressal and advise the Department in raising the service

levels/performance of SCH measured in terms of the following parameters to reach or

exceed National standards set by NCH or international standards set by consumer

helplines in other nations:

• Ease of availability of SCH lines to clients in Tamil Nadu and India

• Quality of advise and legal advise given to clients

• Number of grievances received per capita population.

• Number of grievances resolved

• Percentage of grievances resolved

• Average time taken to respond to each grievance

• Average time taken to resolve grievances

• Number of companies/service providers/manufacturers effectively collaborating

with SCH

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• Satisfaction levels of clients using the SCH (through periodical telephonic/email

surveys)

2.2 SERVICE DESCRIPTION:

2.2.1 The successful tenderer has to provide four Call Centre Assistants and one

Manager to provide online counseling on consumer issues and Public Distribution

System issues. They should receive and process any number of complaints.

2.2.2. The successful tenderer has to ensure availability of all Call Centre Assistants

and manager for two years of the contract period commencing from 30 days from the

date of signing the agreement. (Annexure II) The State Consumer Help Line shall

function during all working days of PDS outlets under Civil Supplies and Consumer

Protection Department from 09-30 AM to 6-00 PM.

2.2.3 The successful Organisation has to ensure provision of legal and subject matter

advise and support to Call centre manager and periodical training and guidance to all

SCH staff.

2.2.4. The successful organization shall provide Overall facilitation and support for

software upgradation

2.2.5. The successful organization shall provide Analytical and Policy inputs based on

performance of SCH

2.2.6 The successful organization shall assist the TANSSCOPE and Department in

setting and raising standards of performance/service levels of SCH to national and

world standards from time to time and facilitating SCH to achieve higher levels of

consumer satisfaction in legal advise and grievance resolution.

2.2.7 The successful organization shall assist in annual external evaluation of consumer

satisfaction on SCH services

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.

3.1 Tender for Proposal

The tenderer is expected to examine all instructions, forms, terms and

specifications contained in this document. The proposal should be precise, complete

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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, the President, TANSSCOPE and Commissioner of 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.

3.3 Clarification & Amendment on Tender document

A prospective tenderer requiring any clarification on the tender document may

notify TANSSCOPE / Civil Supplies and Consumer Protection Department in writing to

the President, TANSSCOPE and 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, TANSSCOPE / 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 purchased

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, TANSSCOPE / 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 Tender (Technical bidding -Cover A) shall contain Earnest Money Deposit

(EMD) of Rs. 5,000/- ( Rupees five thousand only ) in the form of Demand Draft / Pay

Order / Bankers Cheque of any Nationalized or any other scheduled bank drawn in

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favour of " PRESIDENT, 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.

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 withdraws 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 President, TANSSCOPE & 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

providing Trained Manpower support, Facilitation and Coordina tion for the Call

Centre of State Consumer Help Line at Ezhilagam IV Floor, Chennai –5 for

TANSSCOPE under Civil Supplies and Consumer Protect ion Department of

Government of Tamil Nadu for TWO years ” Tenders once submitted shall be final

and no amendment shall be permitted after the close of the tender. Tenderers are solely

responsible for timely delivery of their proposals to the location set forth herein prior to

the stated Proposals Submission due date.

Technical bid (Cover A): Original Tender Document (Except Schedule – B

Financial Bid) duly filled in and signed in all pages with all the relevant details and

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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.

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 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 2 years signed by Statutory Auditor, List of society / trust members, Bye laws,

List of permanent employees with date of commencement of 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 in original or downloaded shall be properly bound along

with all enclosures as mentioned in pre-qualification criteria. The enclosures may be

typed or printed in a clear typeface or good quality photocopies of the original. An

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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 of 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) withdraws 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 t enderers

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 lowest

amount. The total amount for all items for two years would be taken for comparing the

bids submitted.

3.13 Price Quotation

The tenderer shall quote the rates as mentioned in Schedule-B Financial Bid for

each 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

19

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 for Two years

period or 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., two years from the date of commencement.

3.15 Award of work

Award of work shall be placed on the 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

TANSSCOPE under 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

TANSSCOPE & 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.5,000/- in the form of National Savings Certificate / Small Savings / deposits /

Accounts pledged in favour of President, TANSSCOPE in the prescribed format

acceptable to Civil Supplies and Consumer Protection Department and keep it valid till

contract period. However, it is open to the President, TANSSCOPE & 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 contract.

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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 No penalty

Beyond 8 weeks Up to 10 weeks Penalty per day at the rate of 0.5% of

the total quoted amount

3.19 Schedule of payment

The payment shall be made as given below,

• No advance payment shall be made.

• Payment shall be made at the end of each month before 15th of the

succeeding month subject to satisfactory service as per tender document

• Satisfactory service means

o Provision of all call centre staff as per tender conditions in the last month

o Provision of necessary training to all call centre staff

o Mutually agreed client satisfaction levels on SCH services

o Submission of Daily / Weekly and Monthly 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 man power)

will be calculated in terms of 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.

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3.21 Termination of Contract

PRESIDENT, TANSSCOPE or 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

c) if the tenderer, in either of the above circumstances, does not remedy his/her

failure within a period of 15 days (or such longer period as the TANSSCOPE / Civil

Supplies and Consumer Protection Department may authorize in writing) after receipt

of the default notice.

In the event the TANSSCOPE / Civil Supplies and Consumer Protection

Department terminates the contract in whole or in part, the TANSSCOPE / 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 TANSSCOPE/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.

TANSSCOPE / Civil Supplies and Consumer Protection Department may at any

time terminate the Contract by giving written notice to the Tenderer with forfeiture of

deposit and without any kind of compensation to consumer organization if the

organisation 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

TANSSCOPE under Civil Supplies and Consumer Protection Department and

the successful tenderer shall make every effort to resolve amicably by direct negotiation

any disagreement or dispute or misunderstanding arising between them in connection

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with this service. If any dispute shall arise between TANSSCOPE under 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 in regard 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 parties.

The arbitrators or the umpire as the case may be, with the consent of parties, 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 tenderer and not involving the successful tenderer/ fault or negligence, and not

foreseeable. Such events may include, but are not restricted to, acts of the

TANSSCOPE under Civil Supplies and Consumer Protection Department in its capacity

as a buyer, wars or revolutions, terrorist attacks, fires, floods, epidemics, quarantine

restrictions and freight embargos.

If a Force Majeure situation arises, the tenderer shall promptly notify the

TANSSCOPE under Civil Supplies and Consumer Protection Department in writing of

such condition and the cause thereof. Unless otherwise directed by the TANSSCOPE/

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.

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3.24 Attachment of Documents in the Proposal (Check list)

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 detailed technical write-up highlighting the features of the

proposed "Trained Man power support, Facilitation and Coordination for the

Call Centre of State Consumer Help Line at Ezhilagam IV Floor, Chennai –5

for Civil Supplies and Consumer Protection Department of Government of

Tamil Nadu for two years.”

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. Biodata 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.

8. Earnest Money Deposit (EMD)

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.

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2) Right to reject any or all the tenders without assigning any reason will be the

discretion of the President, TANSSCOPE and Commissioner, Civil Supplies and

Consumer Protection Department.

3) President, TANSSCOPE and Commissioner, Civil Supplies and Consumer

Protection Department reserves the right of rejecting / canceling of any part of or whole

tender without assigning any reason.

4) Successful tenderer shall execute an agreement with TANSSCOPE under

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) TANSSCOPE / 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, TANSSCOPE/ 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 during prescribed working

hours of State Consumer Help Line.

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ANNEXURE: I

SCHEDULE – A

(To be submitted in Cover A)

Technical Bid Qualifications : -

1. Necessary detailed technical write-up highlighting the features of the proposed

"Trained Manpower support, Facilitation and Coordination for the Call Centre of State

Consumer Help Line at Ezhilagam IV Floor, Chennai –5 for Tamil Nadu State Society

for Consumer Protection and Empowerment under Civil Supplies and Consumer

Protection Department, Government of Tamil Nadu for two years.”

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 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.

8. Earnest Money Deposit (EMD)

26

SCHEDULE – B (To be submitted in Cover B) Fina ncial bid:

ANNEXURE-I

Providing manpower support, facilitation and coordi nation for the call centre of State Consumer Help Line run by Tamil Nadu State Society for Consumer Protection and Empowerment under Civil Supplies and Consumer Prot ection Department at Office of the Commissioner of Civil Supplies and Consumer Pro tection, 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 number

of months

Total charges for 12

months

Grand Total Charges

1st year : 12

1 Cost of providing one manager for the call centre

2nd year : 12

1st year : 12

2 Cost of providing four Call Centre Assistants

2nd year : 12

1st year : 12

3 Training, Coordination and Facilitation

2nd year : 12

GRAND TOTAL 1. It should be read and understood that all conditions stipulated by the TANSSCOPE/ Civil Supplies and Consumer Protection Department for providing manpower support, 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 Assistants and one manager 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 for each item. 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 2 years period or till the end of the contract.

Signature of Authorised signatory of tenderer (with name, seal of tenderer and date)

27

ANNEXURE: II

DRAFT AGREEMENT This agreement entered between the Tamil Nadu State Society for Consumer

Protection and Empowerment (TANSSCOPE), a registered society of Civil Supplies

and Consumer Protection Department, represented by its President, having his office at

Ezhilagam IV floor, Chepauk, Chennai-5 hereinafter called as the “TANSSCOPE”

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 .................. .................... ................

.................................................................... represented by its President/General

Secretary……………………….having his office at ........................................ ..............

........... ................ ............ ...................... .......................... ........... .............. hereinafter

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 TANSSOPE having called for quotations for providing "Trained

Manpower support, facilitation and coordination for the Call Centre of State

Consumer Help Line run by Tamil Nadu State Society for Consumer Protection

and Empowerment at Ezhilagam IV Floor, Chennai –5 fo r Civil Supplies and

Consumer Protection Department of Government of Tam il Nadu for two

years ” more-fully described in the schedule to this agreement

Whereas TANSSCOPE vide its letter dated ..................... intimated the

CONTRACTOR that his quotation has been accepted and required him/her to pay a

sum of Rs 5000 (Rupees five thousand 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 President, TANSSCOPE or irrevocable bank

guarantee in the format acceptable to Society for faithful performance of contract and

execute the agreement in the draft tender format given in the tender document

submitted by him.

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Whereas the contractor deposited the Security Deposit in the following manner for a

sum of Rs 5000 (Rupees five thousand Only). _______________________________

Whereas in consideration of the rates mentioned in the schedule (schedule-B) to this

agreement the TANSSCOPE and CONTRACTOR are 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 organisation 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 Assistants and one

Consumer Help Line Manager to be deployed for this work on all working days of

Public Distribution System outlets for a period of two years from the date of signing of

this agreement.

The CONTRACTOR shall ensure that call centre Assistants be degree-holders of a

recognised university with computer skills with fluency in Tamil and English. At least

one of the operators should have fluency in Hindi also.

The CONTRACTOR shall ensure that the Manager and call centre Assistants are

trained properly in consumer laws and regulations and PDS issues 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.

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The Contractor also undertakes to remove staff found guilty of misconduct or unethical

behavior 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 Assistants and one Consumer Help Line Manager 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.

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 Assistants and Manager should work during all working

hours of PDS out lets in the office of the Commissioner of Civil Supplies, Chepauk,

Chennai-5 during the contract period.

Though the Department would provide the space, policy support and online consumer

help line software, 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 TANSSCOPE/Department.

The CONTRACTOR shall provide continuous inputs and support to the State Consumer

Help Line Online Software contractor towards continuous upgradation of the features of

the software in collaboration with National Consumer Help Line or Consumers

International or other VCOs.

The CONTRACTOR shall ensure availability of four call centre Assistants and one

manager during all working hours. i.e. they should have sufficient reserve personnel for

30

deployment during absence of any of the members deputed for this purpose. In other

words the consumer organisations should ensure that no Assistant / Manager is

absent on any of the working day.

The CONTRACTOR shall ensure that the SCH online database is administered properly

and privacy of clients is not compromised under any condition by preventing

unauthorised or unintended access to the SCH database by third parties.

Training in usage of application software will be provided by software consultants. The

CONTRACTOR shall ensure safe and appropriate use of computer hardware and other

equipment in the Call centre and prevent any unauthorised 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 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 President, TANSSCOPE and 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 daily / weekly / monthly and Annual reports of

the SCH as per the requirement of TANSSCOPE and Civil Supplies and Consumer

Protection Department.

The CONTRACTOR shall ensure that the Registration Certificate, List of office bearers

and renewal details of consumer organisation is provided every year as and when

required by President, TANSSCOPE and Commissioner, Civil Supplies and Consumer

Protection Department.

Payment to the CONTRACTOR shall be made at the end of each month before 15th of

the succeeding month subject to satisfactory service as per this agreement.

31

Any other terms and conditions may be mutually determined by TANSSCOPE under

Civil Supplies and Consumer Protection Department 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 organisation.

In witness whereof the contractor * …………………………………………….

………………………………………………………………………………………………………

…………… has hereunto set his hand and

………………………………………………………………………….

The President, TANSSCOPE 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 PRESIDENT,TANSSCOPE

The Common Seal of the Tamil Nadu State Society for Consumer Protection and

Empowerment hereunto affixed in presence of :

32

ANNEXURE: III

LETTER OF TENDER (Inside both cover A & B)

From

To The President, TANSSCOPE, Civil Supplies and Consumer Protection Department, Ezhilagam IV Floor, Chepauk, Chennai-5.

Ref: No. dated Sir,

Sub:- Civil Supplies and Consumer Protection Department - Tender for "Providing man power support, facilitation and coordination for the call Centre for Complaint Redressal Management System for Civil Supplies and Consumer Protection Department for two years”

Ref:- Civil Supplies and Consumer Protection Department tender No:

CA1/20505 /2011 , dated: 23 .11.2011 *** *** ***

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)