Customer care training for 5 officials – ingquza hill local municipality

Closing date: 19 October 2026 at 12:00.

Advert date: 09 October 2026.

No compulsory briefing or site visit stated.

Technical enquiries:

• Contact: M. Mfingwana
• Department: Corporate Services
• Email: [email protected]
• Telephone: 039 252 0131

SCM enquiries:

• Contact: A. Ntongana
• Department: Supply Chain Management
• Email: [email protected]
• Telephone: 039 252 0131

Submission address:

Ingquza Hill Local Municipality

135 Main Street

Flagstaff, 4810

Submission method: hand delivery only. No faxed, couriered, or emailed tenders accepted.

Submission address: Ingquza Hill Local Municipality, 135 Main Street, Flagstaff, 4810 (Municipal Reception).

Closing time: 19 October 2026 at 12:00 local time.

Envelope: sealed, endorsed with tender number IHLM/49/2026-27/CORP and description.

Initial every page of the tender document. Do not reproduce, take apart, omit pages, or insert documents between pages.

Returnable documents (all mandatory, failure renders bid non-responsive):

• Valid full CSD proof of registration.
• Completed and signed declarations MBD1-9.
• Valid SARS TCS PIN printout.
• Signed letter confirming no undisputed municipal accounts are overdue by more than 30 days, with proof.
• Accreditation certificate with relevant SETA or LGSETA.
• Completed pricing schedule (MBD 3.1 / 3.3) with firm prices.
• MBD 6.1 preference points claim with supporting documents for specific goals claimed.
• MBD 7.1 contract form (to be completed by successful bidder).
• MBD 8 declaration of past SCM practices.
• MBD 9 certificate of independent bid determination.

Disqualification risks:

• Late, faxed, couriered, or emailed tenders.
• Missing or unsigned mandatory documents.
• Bids not on original tender documentation provided by the municipality.
• Bidders in service of the state, or listed on Register of Tender Defaulters.

Two-stage evaluation:

Stage 1 – Functionality (minimum qualifying score: 70 out of 100):

• Traceable project capability and related experience: 20 points. Provide at least 4 signed appointment letters or testimonials on company letterhead for similar projects in the past 3 years, with contact details. Scoring: 1 letter = 5, 2 = 10, 3 = 15, 4 or more = 20.
• Methodology for delivery: 40 points. Attach detailed methodology/project implementation plan (20) and sample certificates from ETQA or relevant SETA (20).
• Project outcomes: 40 points. Provide reference letter from relevant SETA indicating achievements: accreditation statement from QCTO or relevant ETQA/SETA highlighting relevant unit standards (20); facilitator registered with relevant SETA with CV (5), facilitation qualification certificate (5), minimum 4 years facilitation experience (5), facilitator accreditation certificate (5).

Bidders scoring below 70 on functionality will not be selected.

Stage 2 – 80/20 preference point system:

• Price: 80 points.
• Specific goals: 20 points total, allocated as: owned by youth (18-35) 5 points; owned by women 6 points; owned by people with disability 2 points; owned by black people 7 points. Claim on MBD 6.1 with supporting documents (CSD report, ID copy, medical letter).

Scope: Customer care training for 5 municipal officials.

Training must be in-house, within municipal jurisdiction.

Duration: 5 days.

Target group: 5 municipal employees.

Training content must cover:

• Identifying internal and external customers.
• Explaining standards of customer service expected by the organisation.
• Measuring customer satisfaction on an ongoing basis.
• Recommending corrective action.

Unit standards (SAQA):

• SAQA ID 242829, NQF Level 4, 5 credits – Monitor the range level of Customers.
• SAQA ID 114974, NQF Level 2, 2 credits – Apply the basic Skills of Customer Services.

Provider obligations:

• Provide travelling, accommodation, and meals (dinner, bed and breakfast) for the facilitator.
• Submit facilitator CV with qualifications 5 days before training start.
• Sign service level agreement with municipality before implementation.
• Issue certificate of attendance one month after training, and certificate of competency 4 months after completion.
• Submit proof of uploading learners on National Learners Records Database (NLRDB) within 5 days after appointment and before training implementation.
• Submit detailed close-out report at least one week after training completion to the Human Resources Development Officer.

Methodology for delivery is evaluated under functionality (40 points). Must attach detailed methodology/project implementation plan (20 points) and sample certificates from ETQA or relevant SETA (20 points).

Training to be in-house, within municipal jurisdiction, over 5 days.

Provider must sign service level agreement before implementation.

Provider must have at least 3 years' experience in offering same services, with proof.

Facilitator must have minimum 4 years facilitation experience, be registered with relevant SETA, and hold facilitation qualification and accreditation.

Facilitator CV with qualifications to be submitted 5 days before training start.

Traceable references: minimum 4 signed appointment letters or testimonials from companies for similar projects in past 3 years, with contact details.

Provider must be accredited with relevant ETQA or SETA. Facilitator must be registered as assessor with relevant ETQA.

Provider must have at least 3 years' experience in same services, with proof.

Accreditation certificate and statement from SETA/ETQA specifying areas of accreditation must be attached, with qualification ID highlighted.

Certificates: attendance certificate after one month, competency certificate after 4 months.

Proof of uploading learners on NLRDB within 5 days after appointment and before training.

Close-out report to be submitted at least one week after training completion.

Pricing schedule MBD 3.1 (firm prices) and MBD 3.3 (pricing schedule and specification) must be completed.

Only firm prices accepted; non-firm prices not considered.

Prices must include VAT and all other charges, and cover all expenses including transport, overheads, accommodation.

Bid price to be stated inclusive of VAT and all charges.

Offer valid for 90 days from closing date.

Pricing: firm prices only, including VAT and all other charges. Non-firm prices (e.g., subject to exchange rate variations) not considered.

All prices must include delivery costs, transport, overheads, accommodation, and any other expenses.

Bid validity: 90 days from closing date.

Payment: within 30 days after receipt of invoice accompanied by delivery note (per MBD 7.1).

No bid security, guarantee, or retention specified.

CSD: Valid full CSD proof of registration required.

Tax: Valid SARS TCS PIN printout required. Where no TCS available, CSD number must be provided. Consortia/JVs/subcontractors must each submit separate TCS/CSD.

Municipal accounts: Signed letter confirming no undisputed municipal accounts overdue by more than 30 days, with proof.

Accreditation: Must be accredited as training provider with relevant ETQA or SETA/LGSETA. Copy of accreditation certificate and statement specifying areas of accreditation must be attached, with qualification ID highlighted.

Facilitator: Must be registered as assessor with relevant ETQA. Must have at least 4 years facilitation experience.

Provider experience: At least 3 years' experience in offering same services, with proof.

B-BBEE: Preference points claimed under 80/20 system for specific goals (youth, women, disability, black ownership). Supporting documents required: CSD registration report, ID copy of owner/director, or letter from medical practitioner for disability.

No bids from persons in service of the state.

Contract form MBD 7.1 to be completed by successful bidder. Contract subject to Ingquza Hill Local Municipality's Supply Chain Management Policy and Combating of Abuse of SCM System Policy.

Bid offer must remain valid and irrevocable for 90 days from closing date. Withdrawal after closing date only with municipality's written consent; unauthorised withdrawal may make bidder liable for additional costs incurred by municipality.

Municipality reserves right not to accept any tender, and lowest bid not necessarily accepted.

Strict delivery dates observed; penalties imposed for late deliveries.

Payment within 30 days of invoice and delivery note.

Functionality evaluation (100 points) with minimum qualifying score of 70. Sub-criteria: experience (20), methodology (40), project outcomes (40). After functionality, 80/20 preference point system applies: price 80 points, specific goals 20 points (youth 5, women 6, disability 2, black ownership 7).