Provision of 24/7 anti-fraud and ethics toll-free hotline with case management system for trans-caledon tunnel authority

Issue date: 10 June 2026. Clarifications deadline: 17 June 2026 at 13:00. Closing date: 22 June 2026 at 11:00. RFQ validity period: 30 days from closing date.

Email for submissions and enquiries: [email protected]. Department: Internal Audit, Trans-Caledon Tunnel Authority (TCTA).

Submit proposals electronically to: [email protected]. Direct all enquiries to the same email address. Mandatory returnables: SBD1, SBD4, SBD6.1 (fully completed and signed), Pricing Schedule/Quotation (with cost breakdown, firm and unconditional, including VAT and annual CPI-linked escalation), CSD Registration Report. Mandatory certifications: Corporate or individual membership with Association for Fraud Examiners (ACFE) or equivalent; Corporate Certificate as a Certified Hotline Service Provider by The Ethics Institute (TEI). Non-mandatory: Valid B-BBEE Certificate (SANAS-accredited) or Sworn Affidavit (for EME/QSE). Bidders who fail to submit any mandatory requirement will be disqualified. Do not modify or reproduce the pricing schedule.

Evaluation consists of two stages: Technical Evaluation (80 points) and Specific Goals (20 points). Technical Evaluation: Core Team Composition (Team Leader, Senior Manager/Manager, Key Accounts Manager) - <3 years experience = 0 points, 3 years = 10 points, 5+ years = 15 points each. Company Experience - <3 signed reference letters = disqualification, 3 letters = 20 points, 4-5 letters = 30 points, 5+ letters = 35 points. Minimum 50/80 points required to qualify for price and B-BBEE evaluation. Specific Goals: B-BBEE Status Level determines points (Level 1 = 20, Level 2 = 18, Level 3 = 14, Level 4 = 12, Level 5 = 8, Level 6 = 6, Level 7 = 4, Level 8 = 2, Non-compliant = 0). Submit valid B-BBEE Certificates or compliant Sworn Affidavits. Certificates from withdrawn agencies are invalid. Total Score = 100. Disqualification: Failure to submit any mandatory document, scoring <50/80 in technical evaluation, state-employed directors/members, conflicts of interest (per SBD4 disclosure), or non-compliance with tax/B-BBEE obligations.

Scope: Provide a 24/7/365 toll-free Anti-Fraud and Ethics Hotline with a Case Management System (CMS) for 36 months. Key requirements: Toll-free hotline active 24/7/365; Option for caller anonymity; Support for all 11 official South African languages; Call operators to transcribe reports, allocate unique reference numbers, and distinguish between fraud and ethics allegations; Transmit reports to TCTA Chief Internal Auditor, Chief Risk Officer, Audit and Risk Committee Chairperson, and CEO. Deliverables: 10 A3 and 10 A4 laminated colour posters (renewed annually); Annual web-based Fraud and Ethics survey for TCTA employees and service providers; Quarterly Fraud Risk Management training for stakeholders and employees; Quarterly Electronic Newsletter on Anti-Fraud and Ethics topics; Two secure email addresses (e.g., TCTAFraud@, TCTAEthics@) for fraud and ethics matters; CMS with password-protected access for TCTA officials, PoPIA and PDA compliant; Hyperlink to TCTA-branded hotline on TCTA Intranet/Internet; Browser compatibility: Microsoft Edge and Google Chrome; Monthly detailed and summary reports for fraud and ethics; Multiple reporting channels: toll-free number, SMS, Freepost, email, online reporting, live chat. Technical: Servers and encrypted databases in South Africa, compliant with PoPIA and King IV; Voice logging security guaranteed; Call recordings stored for 3+ years or duration of investigations; Anonymity and identity protection for callers; No line identification or IP address capture; No recordings/transcripts shared unless court-ordered; Physical address undisclosed, biometric access; Multi-layered access control for hardware/software; Robust Disaster Recovery and Continuity Plan.

Company Experience: Must demonstrate expertise in providing and managing an Anti-Fraud Hotline (not a Call Centre) in private or public sector. Submit minimum 3 signed reference letters on client letterheads with contactable details for projects in the past 5 years, OR complete Form A with at least 3 anti-fraud hotline projects in the past 5 years. Personnel Experience: Submit ONLY 3 CVs for: Team Leader (3+ years in Fraud Risk Management, Forensic Investigation, Ethics Management); Senior Manager/Manager (3+ years in same fields); Key Accounts Manager (3+ years in Anti-Fraud Hotline Call Centre Management). 5+ years experience in respective roles earns higher evaluation points.

Pricing Table: Provide unit costs (VAT excluded) for Year 1, Year 2, Year 3, and Total Cost (VAT excluded) for: Set-up fees; Annual retainer fee; Awareness Material (10 A3 and 10 A4 laminated colour posters); 12 sessions x 2 hours staff training and awareness (4 per year); Annual Ethics/Fraud surveys. Include Sub-Total, VAT@15%, Grand Total, and Total Contract Cost (including VAT) for Years 1, 2 & 3. Instructions: Prices must be firm, unconditional, include all disbursements, and reflect both VAT-excluded and VAT-included amounts. Include annual CPI-linked price escalation. Do not modify or reproduce the pricing schedule. TCTA may reject non-market-related prices.

Pricing Schedule: Breakdown of costs for Year 1, Year 2, Year 3 (VAT excluded and included). Items: Set-up fees, Annual retainer fee, Awareness Material (10 A3 and 10 A4 laminated colour posters), 12 sessions x 2 hours staff training and awareness (4 per year), Annual Ethics/Fraud surveys. Instructions: Price must be firm, unconditional, and include all disbursements; Reflect prices excluding and including VAT; Include annual price escalation at a fixed CPI-linked cap. TCTA reserves the right to reject non-market-related prices. Payment terms and bonds/guarantees not specified.

Mandatory: Tax Compliance Status (TCS) PIN or CSD Registration Number (submit via SARS e-filing or provide CSD number); SBD1, SBD4, SBD6.1 forms fully completed and signed; Corporate or individual membership with Association for Fraud Examiners (ACFE) or equivalent; Corporate Certificate as a Certified Hotline Service Provider by The Ethics Institute (TEI); CSD Registration Report. B-BBEE: Valid B-BBEE Certificate (SANAS-accredited) or Sworn Affidavit for EME/QSE (must comply with Annexure A requirements). Joint Ventures: Each party must submit separate TCS/CSD documentation. No bids accepted from state employees or entities with state-employed directors/members. Failure to comply with any mandatory requirement will disqualify the bid.

Contract duration: 36 months. Service Provider Obligations: Guarantee security of all voice loggings; Store and record all calls for at least 3 years or duration of investigations (National Archives Act compliance); Protect caller anonymity and identity; No line identification or IP address capture/storage; No recordings/transcripts shared with TCTA or third parties unless court-ordered; Undisclosed physical address with biometric access; Multi-layered access control for hardware/software; Robust Disaster Recovery and Continuity Plan for operational continuity. TCTA reserves the right to cancel or not award the bid per Standard Conditions of Bid.

SUBMISSION OF PROPOSALS: [email protected] ENQUIRIES [email protected]