Employee wellness programme (ewp) services for the road accident fund — 10-Month month-to-month contract

The Road Accident Fund requires the Service Provider to implement technical and organisational security measures to protect RAF confidential, private, personal or sensitive information during the subsistence of the contract. The measures cover document handling and transportation, secure retrieval and storage, access control, physical security, fire suppression, network security, data protection under the Protection of Personal Information Act, cybersecurity standards, incident reporting and response, subcontractor oversight, and RAF audit and monitoring rights.

Technical and organisational security measures

• The Service Provider will handle RAF confidential, private, personal or sensitive information during the subsistence of the contract.
• Document handling and transportation: files must be kept in lockable containers or packaging during transport; a secure transportation system is required; accurate records of each document stored must include location, access history and retention schedule.
• Secure retrieval: the identity of the requester must be verified; records of retrieval activities must include date, time, requester identity and reason.
• Secure storage: physical documents and records must be stored in lockable cabinets.
• Access control: only authorised personnel may handle, view or transport documents; access is granted on a need-to-know basis using strong authentication; access permissions must be regularly reviewed.
• Fire suppression: the premises must have a fire suppression system or similar, including carbon dioxide fire extinguishers.
• Physical security: premises must have a secure perimeter with controlled access or surveillance, secure doors, locks and alarms; controlled access points, surveillance cameras and/or 24/7 security monitoring are required.
• Security breaches: the Service Provider must inform the RAF of any real, attempted or suspected breach and provide CCTV footage, police reports and linked alarm system records.
• Network security: digital document storage systems must have firewalls, intrusion detection and encryption.
• Data protection: the Service Provider must comply with the Protection of Personal Information Act and applicable data protection laws; safeguard data against unauthorised access, disclosure, alteration and destruction; inform the RAF immediately of data breaches; impose confidentiality obligations on agents, subcontractors and third parties.
• Cybersecurity: protect against malware, phishing and unauthorised access; use encryption for data in transit and at rest with industry-standard protocols; regularly update and patch systems.
• Incident response: a documented incident response plan is required; security incidents or data breaches must be reported to the RAF in a timely manner.
• Subcontractors: subcontractors must adhere to the same data protection and cybersecurity standards; the Service Provider is responsible for subcontractor compliance.
• Audit and monitoring: the RAF reserves the right to audit and monitor compliance; the Service Provider must cooperate with audits.
• Vetting: the RAF reserves the right to conduct security screening or vetting of company directors and resources provided.

Compliance requirements

• Protection of Personal Information Act: the Service Provider must handle and process personal and sensitive data in compliance with POPIA and applicable data protection laws.
• Security screening: the RAF reserves the right to conduct security screening or vetting of company directors and resources provided.
• Third-party oversight: third-party service providers handling personal information must be screened or vetted for data protection policies and must sign a data protection agreement.
• Confidentiality: confidentiality obligations must be imposed on any agents, subcontractors or third parties who receive records.

Premises safety and security

• The Service Provider's premises must have a secure perimeter with controlled access or surveillance systems.
• Premises must have secure doors, locks and alarms to prevent unauthorised access.
• Physical documents and records must be stored in lockable cabinets.
• The premises must have a fire suppression system or similar in place.
• Carbon dioxide fire extinguishers must be available to prevent damage or loss of documents and records in the event of a fire.
• Controlled access points, surveillance cameras and/or 24/7 security monitoring must be in place.

Contractual terms

• Security obligations apply for the subsistence of the contract.
• The Service Provider must inform the RAF of any real, attempted or suspected physical security breach and provide CCTV footage, police reports and linked alarm system records.
• The Service Provider must report security incidents or data breaches to the RAF in a timely manner.
• The Service Provider must maintain a documented incident response plan.
• The Service Provider is responsible for the actions and compliance of subcontractors and third parties engaged to provide services to the RAF.
• The RAF reserves the right to audit and monitor the Service Provider's compliance with the security policy.
• The Service Provider must cooperate with RAF audits and assessments.
• The RAF reserves the right to conduct security screening or vetting of company directors and resources.

11 November 2026 at 09:00

Evaluation process disqualification:

• Bidders appearing on the Register for Tender Defaulters or the List of Restricted Suppliers are automatically excluded from the evaluation process.
• Bidders whose Bidder's Disclosure (SBD 4) contains false or incomplete information are disqualified from evaluation.
• Bids suspected of restrictive practices (collusion, price-fixing) may be reported to the Competition Commission and the bid excluded from evaluation.

Compliance requirements:

• Bidders must not be listed on the Register for Tender Defaulters or the List of Restricted Suppliers.
• Bidders must declare whether any director, trustee, shareholder, or partner is employed by an organ of state, as defined by section 239 of the Constitution.
• Bidders must disclose any personal relationships with employees of the procuring institution.
• Bidders must disclose any interests in enterprises registered on the Construction Sector Database (CSD), including all active CSD-linked companies related to directors.
• Bidders must complete the Bidder's Disclosure (SBD 4) truthfully; a false declaration disqualifies the bid.
• The procuring institution may report suspicious bids to the Competition Commission for investigation of restrictive practices.

The RAF seeks an external service provider to run its Employee Wellness Programme for staff and their immediate families on a month-to-month basis for ten months, covering all RAF offices. The programme must combine clinical counselling, trauma and crisis response, management support, preventative mental health interventions, change support, incapacity and absenteeism case management, marketing and reporting. The RAF head office is in Centurion and it operates customer experience centres in every province. Current headcount is 3 356.

Closing date and time: 11 November 2026 at 11:00

RFQ issued: 05 November 2026

Compulsory briefing or site visit: none

Contract start: ten months on a month-to-month basis, effective from the date of the last signatory

Quotation validity: 30 days from the closing date

Outcome: bidders not contacted within 14 working days should consider the quotation unsuccessful

Enquiries

• Contact: Sthembile Mkhatshwa
• Email: [email protected]
• Telephone: 012 621 1929

Submission

• Email: [email protected]

Service delivery

• All RAF offices nationally
• RAF head office: Centurion

Fraud reporting

• Toll-free line: 0800 005919

Submission method: email only

• Submission email: [email protected]
• Late quotations will not be considered.
• Use RFQ number PR10119208 as the reference on all correspondence and supporting documents.
• Quotation validity: 30 days from the closing date.
• All annexures and Standard Bidding Documents must be completed and signed.

Returnable documents

• SBD 6.1: claim for preference points on specific goals under PPR 2022.
• Annexure A: security measures.
• Annex E: cost breakdown, fully priced in the prescribed table.
• Mandatory compliance pack: affiliate table by province, clinical call centre staff table, HPCSA/SACSSP proof for each of the 20 staff, and five signed client reference letters on client letterheads.
• Valid medical certificate from a registered medical practitioner where disability is claimed.

Disqualification risks

• Quotation sent to any address other than [email protected].
• Late submission.
• Prices not entered in the prescribed cost breakdown table.
• Any mandatory requirement not met or not evidenced by the closing date and time.
• More than one proposal from related companies with common directors or shareholders, or more than one response from the same entity.

Evaluation stages

1. Mandatory requirements: pass/fail. A bidder who does not comply is disqualified and is not evaluated further.
2. Price and specific goals: 80/20 preference point system under the Preferential Procurement Policy Framework Act, 2022.

Scoring

• Price: 80 points
• Specific goals: 20 points
• Total: 100 points

Preference system

• 80/20 applies to quotations from R2 000.01 up to R1 000 000.00, all taxes included.
• The RAF may apply 80/20 to quotations below R2 000.01.
• Points claimed for specific goals are verified through the CSD.

Mandatory requirements (pass/fail)

• National footprint: at least six affiliates per province, each a psychologist, social worker or registered counsellor, listed in a table showing the province served. Fewer than six is non-compliant, except in the Northern Cape where fewer than six is accepted.
• Capacity: at least 20 clinical call centre staff currently employed, listed with name and surname, professional training, job title and employment status. Any missing field makes the bid non-compliant.
• Registration: each of the 20 staff registered with HPCSA or SACSSP, with a current council receipt, current certificate of practice, proof of payment to the council, or a bank document showing payment.
• Experience: at least five contactable client references for employee wellness programme services, each on the client's letterhead and stating headcount, services provided, contract duration, and a customer contact person with telephone or email. A table of references is not accepted.
• EAPA-SA accreditation certificate.

Appointment of an external Employee Wellness Programme (EWP) provider for RAF employees and their immediate families, on a month-to-month basis for ten months, across all RAF offices. Current headcount: 3 356.

Clinical services

• Telephonic counselling: unlimited, confidential, 24/7/365 national call centre on a dedicated RAF toll-free number; the current RAF toll-free number must be retained.
• Access channels: SMS call-back to a dedicated number, a dedicated email address with automated turnaround response, and interactive WhatsApp.
• Call centre staffing: multi-disciplinary, multi-lingual, qualified and licensed professionals including psychologists and social workers; counselling in all 11 official languages.
• Face-to-face and virtual counselling: up to six one-hour sessions per employee per incident per year, through a network of psychologists and social workers where employees live and work.
• Management support: unlimited telephonic consultation for managers, policy-based advice, and onsite or virtual conflict mediation as required.
• Trauma debriefing: individual trauma counselling for employees and immediate family, including incidents outside work; group critical incident stress debriefing or trauma response at any RAF office after a traumatic event.
• Life management: telephonic information, education, resources and referrals on legal, eldercare, rehabilitation and retirement matters.
• Personal debt and financial counselling: telephonic or virtual financial wellbeing programme to rehabilitate financially distressed employees and build financial skills.

Preventative interventions

• Mental health awareness campaigns, psychoeducational workshops (stress, burnout, anxiety, grief), manager support and early referral programmes, mental health screening and risk assessments, and return-to-work support.
• Change support programme for restructuring, retrenchments and leadership transitions: group sessions or webinars on coping with uncertainty, emotional impact of change, stress and anxiety, and job insecurity and resilience; onsite counselling as required, in person or virtual.

Account management and reporting

• Dedicated client relationship manager as single point of contact, coordinating implementation, marketing and strategy and policy review.
• Marketing: wallet cards, leaflets and posters in electronic or print format; virtual or onsite orientation for managers and employees at all offices; monthly desk drops through RAF internal communication.
• Wellness app or website with health, wellness and disease management content and an ask-the-professional facility, available on the RAF intranet.
• Reporting: aggregated, de-identified monthly, quarterly and annual reports per region, per business unit and organisation-wide, covering engagement, presenting problems, risks, productivity impact, interventions and recommendations; a reporting dashboard accessible to the EWS team 24/7.

Incapacity and absenteeism management

• Attendance management referrals and absence management assessments.
• Incapacity investigation and case management, including functional capacity evaluations.
• Second medical opinions and reports from medical experts.
• Advice on reasonable accommodation under the Employment Equity Act, including workplace adaptations and recommendations.

Provider requirements

• Experienced EWP provider with at least five contactable clients.
• National footprint with affiliates in all provinces.
• EAPA-SA accreditation with certificate.

Pricing

• All prices in South African Rand and VAT inclusive for VAT vendors.
• A VAT vendor that omits VAT is deemed to have quoted an all-inclusive price; no VAT is added after award.
• A non-VAT-registered provider that charges VAT is automatically disqualified.
• Only prices entered in the prescribed cost breakdown table are evaluated; failure to price the table disqualifies the bid.
• No price changes after the award letter or purchase order is issued.

Pricing structure

• Fee per employee per month covering telephonic counselling, face-to-face counselling (up to six sessions per employee per incident), management support, trauma debriefing, life management, personal debt and financial counselling, account management and EAP marketing, wellness app and reporting.
• Per-session rates for health and wellness awareness group sessions (one hour and two hours).
• Per-session rates for employee wellness change support group interventions (one, two and four hours).
• Incapacity and absenteeism: cost per case, based on interventions required, including medical report review, assessment with worksite visits by occupational therapists, functional capacity evaluation, reporting, disability disclosure verification and reasonable accommodation determination.

Payment

• Services are delivered and accepted only against an authorised RAF award letter or purchase order.
• The RAF may refuse payment or acceptance for goods or services delivered before the award letter or purchase order is issued.

Registration and tax

• CSD registration is mandatory; the RAF trades only with CSD-registered suppliers.
• Tax matters must be in order with SARS.

B-BBEE and preference

• Preference points for specific goals are claimed on SBD 6.1 and verified through the CSD.
• 80/20 preference point system applies.

Professional accreditation

• EAPA-SA accreditation certificate required.
• Each of the 20 clinical call centre staff must be registered with HPCSA or SACSSP, evidenced by a current council receipt, certificate of practice, proof of payment or bank document.

Mandatory compliance documents

• Affiliate table by province (minimum six per province; Northern Cape exception).
• Clinical call centre staff table with all required fields.
• Five signed client reference letters on client letterheads with headcount, services, duration and contact details.
• Valid medical certificate where disability is claimed.

Conduct

• Collusive behaviour disqualifies the bid.
• A bidder may not submit more than one proposal through related companies with common directors or shareholders, or respond to the invitation through more than one entity.
• No gifts, hospitality or benefits to RAF officials; branded marketing material is treated as a gift. Solicited bribery must be reported to 0800 005919, failing which the supplier is treated as an accomplice and restricted from doing business with organs of state.