Know the process

Know How the Process Works

Stage 1

Consumer contacts the OCCS to discuss the complaint

The OCCS will confirm with the consumer and discuss what has happened and what has been done to try and resolve the complaint so far

The OCCS will also review the complaint to ensure that it is appropriate for the complaint to be mediated by the OCCS

The consumer will need to provide a signed consent form to allow the optician to release their records and any personal information held

We will then speak to the optician and see if the complaint can be resolved immediately

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Stage 2

If it cannot be resolved and is appropriate forum, then the OCCS will make enquiries, which include obtaining copies of optical records

If there is any delay in gathering all the relevant information, the OCCS will update the consumer and/or the optician

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Stage 3

The OCCS will then review the information and establish what has happened

The OCCS will confirm the details with both the consumer and the optician. At this stage, the OCCS will help those involved to find a solution

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Stage 4

If an agreement can be reached, then a time-frame will be set to then implement that solution

This should be done within 45 days of the complaint being accepted by the OCCS

The OCCS will then review the complaint and ask for feedback

If a resolution cannot be agreed, the consumer will be given the option of accepting the optician’s response or for the complaint to be passed to a senior mediator

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Stage 5

The circumstances of the complaint will be considered by a senior mediator - the consumer and the optician will be informed

This will be done within 10 days of referring the complaint to the senior mediator

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Stage 6

The senior mediator will then come back to the consumer and the optician and try to mediate a resolution

This will be done within 14 days of referring the complaint to the senior mediator

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Stage 7

If an agreement can be reached, then a time-frame will be set to then implement that solution

This will be done within three weeks of referring the complaint to the senior mediator

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Stage 8

If an agreement cannot be reached, the senior mediator will confirm this to the consumer and the optician and then advise that the OCCS process is concluded

The OCCS will then review the complaint and ask for feedback

The OCCS is proud to have supported 98% of consumers and practitioners contacting the service during 2014-15, to find a resolution to consumer complaints where emotion and stalemate have had a negative impact on all those involved. We look forward to continuing to help consumers and members of the optical professions to resolve complaints fairly and quickly. Our message is…if in doubt, just get in touch with us and we can help