The trans-caledon tunnel authority (tcta) seeks a professional service provider to operate an independent, confidential anti-fraud and ethics toll-free hotline for a 36-month contract. This service is to encourage whistleblowing in line with the protected disclosure act and tcta policy, ensuring anonymity and protection for reporters. The provider must deliver a 24/7 hotline, a secure case management system, and additional services like training and awareness campaigns.
Key Requirements
The contract is for 36 months, requiring a 24/7/365 toll-free hotline supporting all 11 official South African languages and multiple reporting channels (phone, SMS, email, online).
The service provider must be operationally independent from TCTA, with no conflict of interest, and maintain strict confidentiality and data protection compliant with PoPIA and PDA.
Mandatory deliverables include a Case Management System (CMS) with secure TCTA access, promotional posters, annual fraud/ethics surveys, quarterly training, and a quarterly electronic newsletter.
Bidders must demonstrate company experience by submitting at least three signed reference letters (from the past five years) for providing anti-fraud hotline services, not a general call centre.
The core team must include a Team Leader, Senior Manager/Manager, and Key Accounts Manager, each with a minimum of three years' specific relevant experience (Fraud Risk Management, Forensic Investigation, Ethics Management, or Anti-Fraud Hotline Call Centre Management).
Submission is via email to [email protected] by 11:00 a.m. on 4 August 2026, including mandatory documents: fully signed SBD1, SBD4, SBD6.1 forms, CSD Registration Report, Pricing Schedule, and professional certification (ACFE or equivalent).
Evaluation uses an 80/20 system; bidders must score at least 50 out of 80 functionality points (based on team and company experience) to qualify for price and B-BBEE assessment.
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Procurement Rules & Compliance ContextThis tender may be governed by South African public procurement rules covering fairness, transparency, preferential procurement, anti-corruption, administrative justice and access to information.
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Core procurement rules
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Broad-Based Black Economic Empowerment Act (B-BBEE Act)
Act 53 of 2003
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Provides the empowerment-compliance context often used in public-sector supplier evaluation.
Relevant because this is a South African public-sector procurement opportunity.
Constitution of the Republic of South Africa, 1996 – Section 217
Act 108 of 1996 (s217)
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The Trans-Caledon Tunnel Authority (TCTA) is seeking a professional service provider to establish and manage a 24/7/365 Anti-Fraud and Ethics Toll-Free Hotline for a 36-month period. The service must include a secure Case Management System (CMS), multiple reporting channels (phone, SMS, email, online), promotional materials, training, surveys, and quarterly newsletters. The provider must be operationally independent, ensure whistleblower anonymity, and comply with South African data protection laws.
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Based on 19 comparable awarded tenders. Companies with similar profiles typically bid near the median.
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Bid-ready summary. The submission guidelines, evaluation criteria, technical, financial, and compliance sections are refined into professional, easy-to-scan prose. This is the final version you can rely on when preparing your bid or briefing your team.
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Bid-ready summary
Purpose: Appoint an independent service provider to operate a confidential whistleblowing hotline, promoting ethical conduct and protecting whistleblowers in line with the Protected Disclosure Act and TCTA policy.
Core Objective: Provide a secure platform and case management system enabling stakeholders to report fraud and ethics concerns anonymously.
Closing date and time: 4 August 2026 at 11:00 a.m.
Late submissions will not be considered.
You must submit all mandatory returnable documents; failure to submit any mandatory requirement will result in disqualification.
Mandatory returnables include: fully completed and signed SBD1, SBD 4, and SBD 6.1 forms; a valid CSD Registration Report; and a Pricing Schedule/Quotation with a breakdown of costs aligned to the scope.
Non-mandatory but important: a valid B-BBEE Certificate issued by a SANAS-accredited verification agency, or a Sworn Affidavit for EME/QSE (use Annexure E or F).
The RFQ validity period is 30 days from the closing date.
Bidders must demonstrate experience via at least three signed reference letters or Form A for anti-fraud hotline services in the past 5 years; submit CVs for three core team members; meet functional criteria scoring minimum 50/80 points; provide valid BBBEE certificate or sworn affidavit; and submit mandatory SBD forms and tax compliance documentation. Failure to submit mandatory requirements leads to disqualification.
Purpose: To provide an independent, confidential Anti-Fraud and Ethics Toll-free Hotline service to encourage whistleblowing in line with the Protected Disclosure Act and TCTA policy.
Core Service Requirements:
Provide a 24/7/365 toll-free hotline for reporting fraud and ethics cases.
Offer anonymity to callers and support all 11 official South African languages.
All calls must be handled by an operator who transcribes information, allocates a unique reference number, and distinguishes between fraud and ethics allegations.
Reports are transmitted to designated TCTA senior officials.
Multiple Reporting Channels: Must include toll-free number, SMS, freepost, dedicated secure email addresses (e.g., TCTAFraud@...), online reporting, and live chat.
Platform & System: Must provide a Case Management System (CMS) with password-protected login access for a designated TCTA official to view case status and reports independently.
CMS must ensure data protection in line with PoPIA and PDA.
System must be browser-compatible (minimum Microsoft Edge/Google Chrome).
Generate separate, user-friendly monthly detailed and summary reports for fraud and ethics matters.
Additional Deliverables:
Supply and renew promotional awareness posters (10 x A3 and 10 x A4 laminated).
Conduct an annual web-based Fraud and Ethics survey sent to TCTA employees and service providers.
Provide quarterly Fraud Risk Management training and awareness sessions to stakeholders.
Compile and distribute a quarterly electronic newsletter on anti-fraud and ethics topics.
Technical & Security:
All data must be stored on hardened, encrypted servers within South Africa, complying with PoPIA and King IV.
Ensure caller anonymity; no line identification or IP address capture.
Record and store all calls for at least 3 years or duration of investigation/legal proceedings, per National Archives Act.
Maintain a robust Disaster Recovery and Continuity Plan.
Physical hotline location must be undisclosed with restricted biometric access.
Operational Independence: Service provider must be operationally independent from TCTA management, with no conflict of interest, and maintain strict confidentiality.
Provide a platform with a Case Management System (CMS) that allows designated TCTA officials independent, password-protected access to view case status reports and other functionalities as required.
Company Experience: Must demonstrate a track record of providing and managing an Anti-Fraud Hotline (not a call centre) in either private or public sector. Prove this with three signed reference letters from the past five years or by completing Form A.
Personnel Experience: Submit detailed CVs for three core team members:
Team Leader: Minimum 3 years in Fraud Risk Management, Forensic Investigation, or Ethics Management.
Senior Manager/Manager: Same 3-year minimum in the same fields.
Key Accounts Manager: Minimum 3 years in Anti-Fraud Hotline Call Centre Management.
Submit only these three CVs, clearly indicating the designations.
Pricing Format: Complete the provided Pricing Schedule table for a 3-year contract. Include costs for Year 1, Year 2, and Year 3, showing unit costs (VAT excl.) and total cost (VAT excl.).
Line items must include: Set-up fees, Annual retainer fee, Awareness material (A3 & A4 posters), Training sessions (12 sessions of 2 hours per year), and Annual ethics/fraud surveys.
Pricing Instructions:
Prices must be firm, unconditional, and include all disbursements.
Show prices excluding and including VAT (15%).
Include provision for annual price escalation linked to a fixed CPI cap.
TCTA reserves the right not to award if the highest-scoring bidder's price is not market-related.
Additional Requirement: Submit a fully completed 'Form A: Template for Bidders Experience' listing at least three client references from the past five years.
Central Supplier Database (CSD): Submit a CSD Registration Report.
Tax Compliance: Submit your SARS Tax Compliance Status PIN or a printed TCS certificate. If no PIN but registered on CSD, provide your CSD number. Foreign suppliers must answer the provided questionnaire.
SCM Bidding Forms: Fully complete and sign SBD1, SBD 4, and SBD 6.1.
B-bbee:
Submit a valid B-BBEE Certificate from a SANAS-accredited verification agency OR a Sworn Affidavit if you are an Exempted Micro Enterprise (EME) or Qualifying Small Enterprise (QSE) (use Annexure E or F).
The Sworn Affidavit must comply with all requirements in Annexure A (e.g., correct deponent details, revenue declaration, commissioner of oaths).
B-BBEE points are awarded as per the specific goals table; non-compliance scores zero but does not cause disqualification.
Professional Certification: A corporate or individual certificate/membership from the Association of Certified Fraud Examiners (ACFE) or equivalent is listed as mandatory.
General Compliance: Bidders must not be persons in the service of the state, and must disclose any conflicts of interest as per SBD 4.
This section details the 80/20 preference point system and the minimum 50-point functionality threshold. Refer to the main 'evaluationCriteria' section for the full, structured breakdown.
Sets the constitutional standard for fair, equitable, transparent, competitive and cost-effective public procurement.
Relevant because this is a South African public-sector procurement opportunity.
Cnr Olievenhoutbosch and, Byls Bridge Office Park, Jean Ave, Doringkloof, Centurion, 0062, South Africa
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