Customer service training

A bidder may be mandatorily excluded for reasons including serious criminal or corruption-related convictions, offences involving illegal employment, unlawful use of child labour or human trafficking, tax or social security debt, or breach of sanctions. The contracting authority may exclude a bidder for breaches of environmental, social or labour law obligations, bankruptcy or liquidation, serious professional misconduct, local tax debt, anti-competitive conduct, an unavoidable conflict of interest, an unjustified advantage arising from involvement in preparing the procurement, serious or repeated breaches of previous public contracts, false information, attempts to influence or mislead the contracting authority, tax offences, or lack of the right to submit a bid. The bidder must submit the form for checking exclusion grounds. If the bidder relies on another entity’s resources, the corresponding declaration must also be submitted for that entity.

The bidder must not have seriously breached administrative contracts or be in circumstances that could lead to permanent insolvency or termination of business activities. These conditions apply to all bidders in a joint bid and do not apply to public-law entities. The bidder must provide the relevant declarations. Between 1 January 2023 and the date of publication of the contract notice, the bidder must have completed at least one of the following: delivered, as part of formal education, training for customer service personnel in retail, sales and customer service personnel training, or a customer service learning module; or delivered a total of at least 160 contact hours of group training in customer service or sales. Independent-study hours do not count towards the 160 contact hours. The experience must be provided using the contracting authority’s form, including an indication of whether the bidder relies on another entity’s resources. The bid must include the names of the lecturers, the lecturer information form and the training programme using the contracting authority’s forms. Detailed requirements for lecturers and the programme are set out in Annex 1 to the tender documents. The training must take place at the location specified for the relevant tender lot and no more than a 10-minute walk from an official public transport stop; the bid must include the address, which the contracting authority will check using a mapping application. For a joint bid, a power of attorney for the joint bidders must be submitted. The bidder must confirm compliance with the tender documents and, where relevant, provide explanations and evidence of equivalence. The bidder must also confirm compliance with sanctions requirements. The bid must identify and justify any trade secrets or state that it contains none; the bid price and numerical figures related to the award criteria may not be classified as trade secrets.