TfNSW – Independent Mediation Services - TfNSW 2014/050

The Service Provider is responsible for providing Independent Mediation Services for North West Rail Link and carrying out all necessary tasks required to complete the Services in accordance with the respective Services Brief included in the RFT documentation.

The general obligations of the Service Provider include:

•     Provide a neutral third party to help resolve community complaints;

•     Assist in negotiating a mutually acceptable agreement between the complainant, the NWRL Project team and the relevant contractor team;

•     Make recommendations about the resolution of individual complaints;

•     Ensure the recommendations have been implemented by the project team once they have been approved;

•     Keep a record of all community complaints which have been referred to them and the actions taken to manage those complaints; and

•     Provide reports of these actions on request.

The Service Provider may include agreed specialist sub-contractors necessary to fulfil the requirements of the Services. Where a sub-contractor is included the Service Provider is fully responsible for the sub-contractor’s compliance with the requirements of the Agreement and Services Brief, including in respect of exclusivity where it is a requirement.

Details of the general and administrative tasks and deliverables that must be undertaken and provided by the Service Provider are described in the Services Brief.

Refer to Additional Details / Instructions

Location: Sydney Metropolitan Area

5 years