OCCS Article in Optometry Today

Jan 25, 2019

"How the Complaint is Managed is Key"

Optical Consumer Complaints Service (OCCS) consultant, Richard Edwards, highlighted that many practitioners have unrealistic perceptions about what behaviour will result in regulatory sanction during his presentation at 100% Optical (12–14 January, ExCeL London).

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Since 1 April 2014, the OCCS has assisted over 4,500 consumers and practices to resolve their consumer complaints. Jennie Jones, head of the OCCS, explains: ‘We are delighted that the OCCS  is seen as an effective and useful service, providing independent and impartial mediation and advice. The team does an amazing job ensuring that both the consumer and the practice feel heard, understood, and importantly, helped to find a very practical resolution to the complaint. Mediation is not about judgment or deciding who is right. It is about understanding each other’s perspective to be able to find an answer both can accept. We will soon be reporting on our 4th year in action, and look forward to sharing even more insight and useful information for all involved in optics.'