Hosting of city of tshwane fraud hotline call centre services for six months

• Compulsory briefing session: 8 July 2026 at 11:00 via Microsoft Teams. Meeting details: https://teams.microsoft.com/meet/352386420924786?p=cI8ju0xBSVKYLOWmrP, Meeting ID: 352 386 420 924 786, Passcode: Fn9Tj3Bx.
• Bid closing date and time: 14 July 2026 at 10:00.
• Bid validity period: 90 days after the closing date.

A compulsory briefing session will be held on 8 July 2026 at 11:00 via Microsoft Teams. Details: https://teams.microsoft.com/meet/352386420924786?p=cI8ju0xBSVKYLOWmrP, Meeting ID: 352 386 420 924 786, Passcode: Fn9Tj3Bx.

• For technical enquiries: Contact Ellaine Nkoana at (012) 358 4027 or email [email protected].
• For supply chain/procedure enquiries: Contact Josia Masenya at (012) 358 0658 or email [email protected].

• Submit your bid via the City of Tshwane's e-tender portal only. Do not deposit physical bids in the tender box.
• Submission deadline: 14 July 2026 at 10:00.
• You must complete and include all required MBD forms (MBD 1, 4, 6.1, 7.2, 8, 9) as part of your bid document.
• Returnable documents you must include: Company Registration Certificate, Tax Clearance Certificate or Unique PIN, BBBEE Certificate, Municipal Account Statement (or alternative proof for rates and taxes), CSD summary report.
• Bid documents must be completed using a black pen (not re-typed or scanned).
• Corrections on the price schedule must be crossed out in ink and initialled. Using correction fluid (e.g., Tippex) will lead to disqualification.
• Bids received after the closing date and time will not be considered.

You must submit these documents with your bid:

• Company Registration Certificate
• Tax Clearance Certificate or Unique PIN
• BBBEE Certificate
• Proof of rates and taxes (Municipal Account Statement or alternative)
• CSD summary report

Scope: Host the City of Tshwane's Fraud Hotline facilities at your own call centre for six months.

Key Deliverables:

• Host the toll-free number (080 874 9263) at your facility.
• Provide WhatsApp/Telegram functionality and a web-based platform for anonymous reporting.
• Receive calls and provide a call report for each.
• Provide monthly statistics and analysis reports.

Operational Requirements:

• Call centre must be operational 24/7.
• Must handle calls in at least four (4) official languages; indicate which languages your centre supports.
• All reports must be translated into English and summarised into a disclosure report, uploaded to the case management system within 24 hours.
• Urgent threats must be reported immediately to designated contacts or Metro Police.
• Monthly summary reports must be emailed to designated contacts within 7 days of month-end.
• Filter out abusive or irrelevant calls, but include them in monthly reports.
• Maintain confidentiality and retain all records for the contract duration plus 6 months.
• Perform case management functions: allocate reference numbers and follow up on reported cases.

Your service must include:

• Hosting the toll-free number (080 874 9263) at your call centre.
• Providing WhatsApp/Telegram functionality.
• Providing a web-based reporting platform.

Mandatory Personnel and Company Experience:

• Provide CVs and certified qualifications for four (4) Call Centre Agents.
• Provide CVs, certified qualifications (minimum NQF level 7), and proof of at least 5 years' experience in forensic/legal practice for two (2) Project Managers.
• Your company must have at least 2 years of experience managing a Call Centre service within the past two years. Provide two signed, contactable reference letters on company letterhead as proof.

• Provide a single total price for hosting the Fraud Hotline and providing call reports for six months.
• Your quote must include VAT and show totals excluding and including VAT.
• The City reserves the right to adjust quantities based on budget.
• Note: The City may conduct market analysis and negotiate price with top bidders.

Pricing Requirements:

• Provide a total price for hosting the Fraud Hotline facility and providing call reports for six months.
• Your quotation must include VAT and show totals excluding and including VAT.
• Fees must be broken down monthly (e.g., monthly retainer, set-up fee, excess calls fee).
• Base your quote on an estimated 250 calls per month.
• Include a cost for a 30-day hand-over fee in the last month of the contract.

Important Conditions:

• The City reserves the right to increase or decrease quantities based on budget.
• The City may conduct market analysis and disqualify you if your price is deemed non-viable.
• The City reserves the right to negotiate a market-related price with the highest-scoring bidder(s).

Mandatory Registrations and Certificates:

• You must be registered on the Central Supplier Database (CSD) and provide your CSD number.
• Submit a valid Tax Clearance Certificate or Unique PIN.
• Submit a valid BBBEE Certificate or Sworn Affidavit (for EMEs/QSEs).
• Provide a Company Registration Certificate.
• Provide a Municipal Account Statement (not older than 3 months, not in arrears for >90 days) or alternative proof (lease, councillor letter) for rates and taxes for your company and its owners/directors.

Other Mandatory Declarations:

• Complete and sign MBD forms 1, 4, 6.1, 7.2, 8, and 9.
• Declare any interest in other companies/businesses (MBD 4).
• Provide a Police Clearance Certificate (or from a private vetting agency) for the team to be deployed.
• No bids will be accepted from persons in the service of the state.

• Contract duration: Six months.
• Bid validity: Your bid must remain valid for 90 days after the closing date.
• Confidentiality: You must treat all information received as confidential and retain records for the contract duration plus 6 months after termination.
• The successful bidder will be required to sign a written contract form (MBD 7.2).

• You must be registered on the Central Supplier Database (CSD).
• Meet mandatory personnel and company experience requirements (Call Centre Agents, Project Managers, 2 years' call centre management experience).