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SSS Reassures Public of Swift Action on Complaints, Cites 99.3% Resolution Rate

**** by: Edjun Mariposque                 ****                            The Social Security System (SSS) has assured the public of its strong commitment to improving service delivery following recent news reports citing the list of most complained-about government agencies for January to August 2025, based on data presented by the Anti-Red Tape Authority (ARTA) to the Senate during budget…

News Stringer TV
3–5 minutes

**** by: Edjun Mariposque

                ****                           

3–5 minutes

The Social Security System (SSS) has assured the public of its strong commitment to improving service delivery following recent news reports citing the list of most complained-about government agencies for January to August 2025, based on data presented by the Anti-Red Tape Authority (ARTA) to the Senate during budget deliberations.

SSS President and CEO Robert Joseph Montes de Claro said the agency is now coordinating with ARTA to validate the reported 244 complaints. He emphasized that based on SSS’ internal monitoring, all ARTA-referred complaints for the covered period were addressed and resolved within established standards, noting a resolution rate of 99.3%.

“For the period covered by ARTA’s presentation to the Senate, SSS tracked a total of about 474,000 emails, working diligently until they are all resolved within ARTA standards,” De Claro said.

He explained that most complaints were related to service delivery, including long queues at branches and multiple visits for benefit claims. Other concerns involved loan programs—particularly salary and calamity loans, which were enhanced this year with lower interest rates—and issues related to contributions such as non-remittance by employers and long processing times for manual verification.

To strengthen its handling of public concerns, the SSS established the Committee on Anti-Red Tape (CART) as early as June 2021. The committee oversees the effective receipt and management of complaints coursed through various channels, including hotline services, email, postal mail, branch referrals, and reports from government agencies such as ARTA. The agency also monitors news and social media for issues requiring clarification or official response.

“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. Our partnership with ARTA reflects our commitment to improving processes and delivering efficient services,” De Claro said.

The SSS reaffirmed its commitment to delivering fast, efficient, and transparent services, noting ongoing reforms and digital upgrades aimed at reducing bureaucratic delays and improving customer experience.

Members may send inquiries or feedback through hotline 1455, email at usssaptayo@sss.gov.ph, or by visiting any SSS branch. Updates and instructional materials are also available at http://www.sss.gov.ph and on SSS’ official social media platforms under the MYSSSPH handle.

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November 2025
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