SSS: Complaints properly addressed

CEBU, Philippines — In light of recent reports citing government agencies with the highest number of complaints from January to August 2025 based on data presented by the Anti-Red Tape Authority (ARTA) to the Senate during budget deliberations, the Social Security System (SSS) clarified that all cases attributed to the agency have been properly addressed.

The SSS said it is coordinating with ARTA to validate the 244 complaints recorded under its name, emphasizing that all concerns were acted upon and resolved in line with ARTA standards.

“SSS is currently coordinating with the Anti-Red Tape Authority to validate the reported data involving 244 complaints. From our own monitoring of ARTA referrals, all complaints received during the covered period were addressed and resolved within ARTA standards, with a resolution rate of 99.3%. For the same period, the agency also tracked around 474,000 emails and worked diligently to resolve all concerns,” SSS President and CEO Robert Joseph Montes De Claro said in a statement.

De Claro explained that most complaints involved service delivery, followed by loan programs and contribution-related concerns.

“Service delivery complaints were mainly about queuing at branches and repeat visits to SSS offices for benefit claims. Loan program concerns were mostly related to salary and calamity loans, which were enhanced this year with lower interest rates. These included difficulties in applications and challenges in meeting eligibility requirements and procedures,” he said.

He added that contribution-related complaints were largely due to employers’ non-remittance and long waiting times for manual verification.

To strengthen its response to complaints, the SSS said it established a Committee on Anti-Red Tape (CART) as early as June 2021. The committee is tasked with receiving and acting on feedback coursed through the SSS hotline, corporate email, postal mail, referrals from government agencies including ARTA, and SSS branches nationwide.

The agency also monitors news reports and social media for issues involving its services and issues advisories to keep members informed.

“We value transparency and accountability in all our operations. While we recognize the importance of these reports, we want to assure our members that every concern raised through our channels is acted upon until resolved. Our partnership with ARTA reflects our commitment to improving processes and delivering efficient services,” De Claro added.

The SSS reiterated its commitment to fast, efficient, and transparent service, saying it continues to implement reforms and digital innovations to reduce bureaucratic delays and improve customer experience. — (FREEMAN)