South Africa - Anti-Fraud and Ethics Toll-Free Hotline Service

The buyer requires an onshore South African organization to provide and manage a unique, 24/7/365 Anti-Fraud and Ethics Toll-Free Hotline Service for a three-year contract period. The contractor must perform the work offsite using specialized, secure hotline software with end-to-end data encryption, biometric hardware access controls, and strict network authentication. The requested scope includes operating six distinct reporting channels: toll-free telephone, SMS, freepost, dedicated secure email, a web portal, and live chat. Operators must distinguish between fraud and ethics allegations and process disclosures in English and ten additional official South African languages. Key tasks involve transcribing reports, assigning reference numbers, maintaining a centralized case tracking system, escalating critical matters to designated executives, and delivering monthly status reports by the fifth working day of each month. The vendor must also provide quarterly electronic newsletters, annual awareness training, web-based surveys, and promotional posters. Bidders must submit all questions no later than September 29, 2026. The buyer is seeking proposals for the budget and provides no specific evaluation details.