Objectives

The primary objective of this tender is to appoint two (2) professional service providers to deliver debt collection services for the National Health Laboratory Service (NHLS) over a period of five (5) years. The aim is to enhance the recovery of outstanding debts efficiently, ethically, and within legal frameworks, thereby improving NHLS’s revenue collection and financial management.

Scope

The scope of the project includes:

• Providing debt collection services for NHLS across South Africa.
• Tracing debtors with incomplete or incorrect contact details.
• Managing outstanding accounts transferred from NHLS, including supporting documentation for uncollectible accounts.
• Implementing repayment programs for debtors unable to settle in full.
• Opening and managing a trust account in NHLS’s name for receipt of payments.
• Operating on a "No collection, no fee" basis.
• Providing regular progress reports, database access, and voice recordings of collection calls.
• Ensuring compliance with legal, ethical, and institutional standards.

Technical Requirements

The technical specifications include:

• Provision of tracing services with minimum contact details (phone, address, employer, next of kin).
• Secure transfer of data via FTP or similar methods.
• Supporting documentation for uncollectible accounts submitted for write-off, every two months.
• Implementation of repayment plans where applicable.
• Establishment of a trust account for payment handling.
• Monthly and ad hoc progress reports, including detailed case status and outstanding balances.
• Access to a web-based database for real-time monitoring of cases and balances.
• Voice recording of collection calls, with the ability to furnish recordings upon request.
• Experience in medical debt collection and adherence to ethical standards.
• Compliance with NHLS’s confidentiality, security, and legal requirements.

Skills and Skills Requirements

The successful service providers must demonstrate:

• Minimum of 5 years’ experience in the debt collection industry, preferably within the medical or healthcare sector.
• Proven track record of effective debt recovery and collection success rates.
• Capability to trace debtors with incomplete or outdated contact information.
• Technical expertise in data management, secure data transfer, and database access.
• Ability to provide voice recordings and detailed reports as per NHLS requirements.
• Knowledge of relevant South African laws, regulations, and ethical standards governing debt collection.
• Experience with electronic systems, including FTP, web portals, and reporting tools.
• Qualified personnel with expertise in legal compliance, customer interaction, and dispute resolution.
• Demonstrated commitment to B-BBEE and transformation policies, with relevant certification or sworn affidavits.