Quotations are hereby invited for the following: Appointment of a service provider for Fraud and Ethics reporting hotline services for three (3) years. Scope of work: The appointed service provider will be responsible for the following: A) Hotline Setup and Management: • Establish and maintain a 24/7 Fraud and Ethics Reporting Hotline; • Ensure the hotline is accessible via multiple channels including phone, email, web, and mobile app; • Provide toll-free access to the hotline. B) Confidentiality and Anonymity: • Guarantee the confidentiality and anonymity of all reporters, including whistleblowers; • Implement secure data handling and storage procedures to protect reporter identities, in compliance with the Protection of Personal Information Act (PoPIA) No. 4 of 2013. C) Multilingual Support: • Offer services in multiple languages to cater to Postbank"s diverse staff and customer base. D) Reporting and Analysis: • Record all reported incidents in a secure system; • Generate regular and ad-hoc reports for Postbank management; • Provide trend analysis and insights on reported issues; E) Training and Awareness: • Develop and deliver training programs to educate employees about the hotline and whistleblowing policies; • Create awareness materials to promote the hotline among employees, customers, and stakeholders. F) Technology and Security: • Use state-of-the-art technology to ensure the reliability and security of the hotline; • Comply with all relevant data protection laws and regulations, including PoPIA and the Financial Intelligence Centre Act (FICA) No. 38 of 2001, as amended; G) Service Level Agreement (SLA): • Adhere to agreed service levels regarding response times, issue resolution, and reporting. (Tender №109276713)