SSS addresses red tape complaints, cites 99.3% resolution

In response to reports listing the Social Security System (SSS) among the most complained-about government agencies, the state-run corporation said that all cases referred from January to August 2025 have been addressed in compliance with Anti-Red Tape Authority (ARTA) standards.

The SSS issued the statement following the ARTA’s presentation to the Senate during recent budget deliberations, which cited 244 complaints involving the agency.

“[The] 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 period covered were addressed and resolved within ARTA standards, as our resolution rate is at 99.3%,” SSS President and CEO Robert Joseph Montes De Claro said.

He added that the SSS monitored around 474,000 email inquiries during the same period, which are being resolved in accordance with ARTA benchmarks.

De Claro said most complaints involved service delivery, followed by loan program issues and concerns related to contributions.

“Service delivery complaints were mainly about queuing at the branches and repeat visits to SSS for benefit claims,” he said.

Loan-related concerns focused on salary and calamity loan programs, particularly challenges with application processes and eligibility requirements, despite enhancements made this year such as lower interest rates.

Complaints related to contributions typically involved employer non-remittance and delays due to manual verification.

De Claro also highlighted internal mechanisms established to address member concerns.

“As far back as June 2021, the SSS created a Committee on Anti-Red Tape, with effective receiving of complaints and feedback as a major function,” he said.

He noted that complaints are received through hotlines, corporate email, postal mail, referrals from other government agencies, and SSS branches.

The agency also monitors media and social platforms for relevant issues.

“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 being acted upon until resolved,” De Claro said.

“Our partnership with ARTA reflects our commitment to improving processes and delivering efficient services,” he added.

The SSS reaffirmed its mission to provide fast, efficient, and transparent service, saying it continues to implement reforms and digital innovations to reduce red tape and enhance customer experience.

For inquiries or feedback, members may contact the SSS through hotline 1455, email usssaptayo@sss.gov.ph, or visit any SSS branch.

More information is available on the SSS website (www.sss.gov.ph) or through its social media platforms under the @MYSSSPH handle.