How the SSRO responds to queries
This page explains the ways the SSRO responds to queries about the regulatory framework and its application to specific contracts
Documents
Details
Helpdesk
The SSRO Helpdesk is the first point of contract for queries on the regulatory framework. The Helpdesk can be contacted:
- by phone via 020 3771 4785 (9am to 5pm Monday to Friday); or
- by email to helpdesk@ssro.gov.uk.
Most queries received by the Helpdesk are responded to within one or two working days. We aim to respond to all non-complex queries raised through the Helpdesk within five working days.
Non-referral advice
We provide a non-referral advice service for contract-specific queries on applying the regulatory framework that are more complex in nature and can’t be dealt with by the SSRO Helpdesk. We aim to respond to complex queries within 10 to 15 working days of receipt. The time required to respond will vary depending on the nature, complexity and urgency of the matter raised, the amount of information that needs to be considered to provide a response and the speed with which any SSRO requests for supplementary information are responded to by the enquirer.
More detailed guidance on the SSRO’s non-referral advice service is available at:
https://www.gov.uk/guidance/the-ssros-non-referral-advice-service.
Opinions and determinations
The SSRO provides authoritative opinions and legally binding determinations on how the regulatory framework should be applied where the regulatory framework provides for these. The time taken to provide an opinion or determination is contingent on the nature, complexity and urgency of the matter referred; the extent to which the parties to the referral agree on the facts of the case; the amount and quality of the information supplied at the time of referral; and the speed with which any SSRO requests for supplementary information are responded to by both the referring party and any other party to the matter referred.
Our general targets for responding to referrals are:
- Opinions – between 10 and 40 days from referral acceptance;
- Determinations – within 4 months of acceptance.
More detailed guidance that explains how the SSRO will consider and respond to referrals is available at: https://www.gov.uk/government/publications/guidance-on-the-ssros-referrals-procedures-under-the-defence-reform-act-2014-and-single-source-contract-regulations-2014.
Code of practice
The SSRO has published a Code of Practice setting out the high-level principles which guide the SSRO’s approach to responding to queries about the regulatory framework for single source defence contracts, including matters which are formally referred for opinion or determination. The Code of Practice is intended to provide clarity for stakeholders on how the SSRO will deal with queries and referrals it receives.
The Code of Practice can be found on the SSRO’s website at: https://www.gov.uk/government/publications/code-of-practice-for-responding-to-queries