Anti-fraud and ethics toll-free hotline services – 36-Month tender in gauteng

Closing date: 2 October 2026 at 11:00

Clarifications deadline: 29 September 2026 at 13:00

Issue date: 22 September 2026

Validity period: 30 days from closing date

Enquiries and submissions:

• Email: [email protected]
• Department: Internal Audit
• Telephone: not provided

Submission method: email

Submission email: [email protected]

Closing time: 2 October 2026 at 11:00

Returnable documents (all mandatory unless noted):

• Pricing Schedule: fully completed, with Year 1, Year 2 and Year 3 prices.
• SBD 1 (Invitation to Bid): signed as the offer cover page.
• SBD 4 (Bidder's Disclosure): declares any employment by the state or relationship with the procuring institution; false disclosure disqualifies.
• SBD 6.1 (Preference Points Claim): claims B-BBEE points under the 80/20 system.
• B-BBEE certificate (SANAS-accredited) or sworn affidavit for EME/QSE (Annexure E or F).
• CSD registration report.
• Three CVs of key resources (Team Leader, Senior Manager/Manager, Key Accounts Manager).
• Form A or signed client reference letters for company experience.

Disqualification risks:

• Any mandatory document missing or unsigned.
• Bids received after the closing time.
• Bids not submitted on the official forms.
• Bidders or directors in the service of the state.

Evaluation stages:

1. Mandatory compliance: bidders failing to submit any mandatory requirement are not considered further.
2. Functionality (80 points):

• Company Experience (35 points):
• Less than 3 references = 0
• 3 references = 15
• 4 references = 20
• 5 references = 30
• 6 or more references = 35
• Core Team Composition (15 points each):
• Team Leader: <3 years = 0; 3 years = 10; 4+ years = 15
• Senior Manager/Manager: <5 years = 0; 5 years = 10; 6+ years = 15
• Key Accounts Manager: <5 years = 0; 5 years = 10; 6+ years = 15
• Minimum qualifying score: 50 out of 80. Bidders scoring below 50 are disqualified.

3. Price and Specific Goals (20 points):

• Price: 80 points (80/20 system)
• Specific Goals (B-BBEE level):
• 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
• Total score = 100.

Scope: Provide and manage an independent Anti-Fraud and Ethics Toll-Free Hotline for TCTA for 36 months.

Core service:

• 24/7/365 availability.
• Anonymity option; separate categories for fraud/corruption and ethics.
• Operator-assisted reporting in all 11 official South African languages.
• Transcribe reports, allocate unique reference numbers, classify allegations.
• Secure Case Management System (CMS) with password-protected access for designated TCTA officials.
• Maintain operational independence from TCTA management; disclose conflicts of interest.

Reporting and escalation:

• Transmit reports to Chief Internal Auditor, Chief Risk Officer, CEO and Audit and Risk Committee Chairperson.
• Monthly detailed and summary reports (fraud and ethics separately) by the fifth working day, in PDF and Excel.
• Notify TCTA in writing within 24 hours of any data breach or security incident.

Channels:

• Two secure email addresses (e.g. [email protected] and [email protected]).
• Hyperlink to TCTA-branded hotline page on intranet and website.
• Support Microsoft Edge and Google Chrome.
• Accept disclosures via toll-free phone, SMS, freepost, email, online reporting, and live chat.

Awareness and training:

• Ten A3 and ten A4 laminated colour posters, renewed annually.
• Web-based or automated fraud and ethics survey to employees and service providers before 31 March 2027 and annually thereafter.
• Four two-hour training sessions per contract year (12 total).
• Quarterly electronic newsletter on fraud risk and ethics management.

Information security and retention:

• Protect reports per POPIA and Protected Disclosures Act.
• Maintain DR/BCP plan; submit evidence of a DR/BCP test within the preceding 24 months.
• Sign a data-processing agreement before processing TCTA information.
• Return or securely destroy TCTA data at contract end; provide certificate of destruction.
• Store and record calls for at least 3 years per National Archives Act.
• No line identification or IP address captured or stored.
• No recordings or transcripts released unless ordered by court.
• Physical address undisclosed; biometric access control.

Incident reports:

• Incident reports within 2 days; high-risk allegations escalated within 24 hours.
• Monthly incident reports in PDF.

Approach: Provide a 24/7/365 toll-free hotline with operator-assisted reporting in all 11 official languages.

Case management: Secure CMS with password-protected access for TCTA officials; transcribe and classify reports.

Reporting: Monthly detailed and summary reports (fraud and ethics separately) by the fifth working day, in PDF and Excel; incident reports within 2 days; high-risk escalation within 24 hours.

Awareness: Posters, annual survey, quarterly training sessions, quarterly newsletter.

Security: Protect whistle-blower identity; no line identification or IP capture; store recordings for at least 3 years; DR/BCP plan with evidence of test within 24 months.

Company experience: Must demonstrate at least 3 qualifying anti-fraud and ethics hotline projects within the past 5 years (or currently being delivered). Evidence: Form A or signed client reference letters (either, not both). Form A must include client organisation, project description, dates, reference number, and contactable representative. Reference letters on client letterhead, signed.

Key personnel (only 3 CVs required):

• Team Leader: minimum 3 years in Fraud Risk Management, Forensic Investigation or Ethics Management.
• Senior Manager/Manager: minimum 5 years in Fraud Risk Management, Forensic Investigation or Ethics Management.
• Key Accounts Manager: minimum 5 years combined in Anti-Fraud and Ethics Hotline call-centre management.

CVs must identify employer/client, role, period and relevant work.

Pricing items (Year 1, Year 2, Year 3):

1. Mobilisation, setup, branding, configuration and implementation (once).
2. 24/7/365 toll-free operator-assisted hotline including 11 languages (annual).
3. Secure CMS, user access, case administration, two secure email addresses and web hyperlink (annual).
4. Monthly detailed and summary fraud and ethics reports in PDF and Excel (12 per year).
5. Ten A3 and ten A4 laminated colour posters with annual content renewal (annual).
6. Web-based fraud and ethics survey (annual).
7. Two-hour training and awareness sessions (4 per year).
8. Quarterly electronic newsletters (4 per year).
9. Information security, privacy, retention, DR/BCP and data-exit obligations (annual).
10. Other scope items identified by bidder, if any.

Prices must include escalation for Years 2 and 3, be stated excluding and including VAT, and be firm and unconditional.

Pricing schedule: complete Year 1, Year 2 and Year 3 prices, including escalation for Years 2 and 3.

Prices must be stated excluding and including VAT (15%).

Prices must be firm, unconditional and include all disbursements.

If the highest-scoring bidder's price is not market-related, TCTA may not award to that bidder.

No bid security, bonds or guarantees specified.

CSD registration report (mandatory).

Tax compliance: SARS TCS PIN or CSD number; each party in a JV/consortium must submit separately.

B-BBEE: valid certificate from SANAS-accredited agency, or sworn affidavit for EME/QSE (Annexure E or F). Affidavit must meet Annexure A requirements; otherwise no points.

No bids from persons in the service of the state, or companies with directors in the service of the state.

Proof of authority (e.g. company resolution) required for signatory.

Contract duration: 36 months.

TCTA's Standard Conditions of Bid apply.

TCTA reserves the right to cancel or not to award the bid.

Data-processing agreement must be signed before processing TCTA information.

At contract end, return or securely destroy TCTA data and provide written confirmation or certificate of destruction.

Records must be retained per legal and contractual requirements.

TCTA's Standard Conditions of Bid apply. TCTA may cancel or not award the bid. If the highest-scoring bidder's price is not market-related, TCTA may not award to that bidder.

Functionality (80 points) split: Company Experience (35), Team Leader (15), Senior Manager/Manager (15), Key Accounts Manager (15). Minimum 50/80 to proceed. Price (80) and Specific Goals (20) total 100. 80/20 preference point system applies.