RFP for Toll Free Number

Project Title: Sa-Dhan Toll-Free Grievance Escalation System

RFP Number: 08/2025

Date Issued: November 20, 2025

Proposal Submission Deadline: December 15, 2025

Contact Person & Contact Number: Mr. Ardhendu Nandi, Ph: 8250136322,

Email: nandi@sa-dhan.org. (For any queries and information, contact Initial first week during office hours between 10 am to 6 pm from Monday to Friday)

Background:

Sa-Dhan has been recognized by the RBI as a Self-Regulatory Organization (SRO) for the microfinance sector in the year 2015 to administer industry regulations, tools and performance standards for effective monitoring of MFIs, their compliance with regulations and the Code of Conduct in the best interest of clients. Sa-Dhan has over 200 members across India. As an SRO, Sa-Dhan has been at the forefront to formulate and administer industry regulations, tools and performance standards for effective monitoring of MFIs, their compliance with regulations and Code of Conduct in the best interest of clients. Sa-Dhan is committed to develop the Indian microfinance sector on professional, healthy and ethical lines. As an SRO Sa-Dhan regularly makes Field Assessment Visits, has developed a Self-Assessment and Monitoring Tool, Analyses risk at Institutional level, regularly conducts in-depth study on the status of microfinance at the district level, created Credit Assessment Framework.

Client Protection and CGRM:

Client protection is an important element while working with the people, especially the poor and the vulnerable. As an RBI-recognised Self-Regulatory Organization, Sa-Dhan has a responsibility to uphold and strengthen client protection standards across the microfinance sector. One of the means of strengthening the client protection aspects in microfinance is to listen to the client's grievances and suggestions. The Customer Grievance Redressal Mechanism (CGRM) is a unique feature of the microfinance ecosystem, ensuring client protection and promoting responsible financing practices.  With a view to giving awareness and guidance on CGRM facility in the microfinance sector, Sa-Dhan has established its own CGRM platform as an escalation channel for clients. To further strengthen, Sa-Dhan will implement a nationwide Toll-Free Number for clients of its member organizations. This service will enable clients to register grievances or share feedback easily and conveniently. The facility will be accessible in 11 languages - English, Hindi, Bengali, Assamese, Odisha, Marathi, Gujarati, Tamil, Telugu, Kannada, and Malayalam to cover clients across pan-India, ensuring inclusivity and expanding outreach across the country’s diverse regions.

Sa-Dhan invites proposals from eligible and experienced vendors (hereinafter referred to as "Bidders") for the setup, implementation, and management of a comprehensive toll-free number system to enhance customer service and grievance redressal mechanisms. 

Bidders must submit their proposals in two separate documents: a Technical Proposal and a Financial Proposal, as outlined in the

• The technical proposal should demonstrate the bidder's capacity and experience in providing similar services, particularly within the financial or microfinance sector.
• The financial proposal must quote all prices on a unit rate basis in the local currency, inclusive of all applicable taxes and charges.
• Sa-Dhan reserves the right to accept or reject any or all bids without assigning any reason. 

Eligibility Criteria (Pre-Qualification)

Bidders must meet the following minimum criteria:

• Legally registered entity with all necessary licenses to operate telecommunication/call center services in India.
• Minimum 5 years of experience (Please attach Reference Letter) in providing similar services to financial institutions or large organizations.
• Must provide a self-declaration stating they have not been debarred or blacklisted by any government agency, bank, or financial institution. 

To download the full RFP, click here: RFP for Toll Free Number