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Manila Bulletin devider Business devider SSS achieves high complaint resolution rate

SSS achieves high complaint resolution rate

Published Nov 11, 2023 06:41 am

At A Glance

  • The Social Security System (SSS) received recognition from the Civil Service Commission (CSC) for effectively addressing member concerns.<br>The SSS achieved a 100 percent resolution rate for complaints in 2022, surpassing other government agencies.<br>The achievement was supported by the CSC's Contact Center ng Bayan (CSC-CCB), which serves as a feedback mechanism and central help desk for the public.<br>The SSS resolved 556 referrals from the contact center, including assistance requests, complaints, status verifications, commendations, and queries.<br>Each concern was resolved within an average of 1.7 days.<br>The SSS president emphasized their commitment to addressing and resolving member concerns.<br>An example was given of a member whose maternity benefit was not credited due to an incorrect bank account, which was promptly rectified.<br>Other government agencies, including the DFA, Pag-IBIG Fund, PSA, DSWD, and PNP, also achieved a 100 percent resolution rate in 2022.<br>The BIR achieved a rate of 98.08 percent, DepEd achieved 93.91 percent, LTO achieved 92.16 percent, and LRA achieved 84.62 percent.

State-run Social Security System (SSS) received recognition for addressing all concerns from its members from the Civil Service Commission (CSC).

In a statement, the insurance system gained a 100 percent rate in complaint resolution among the other government agencies in 2022.

The achievement was backed by CSC’s Contact Center ng Bayan (CSC-CCB) from data entries from January to December 2022.

The CSC-CCB was designed as a feedback mechanism and the government’s central help desk where the public can seek desired information and government assistance.

This was also created to prioritize the Anti-Red Tape Act 2007 (ARTA) or Republic Act No. 9485.

Through the CSC-CCB, the SSS gathered 556 referrals from the contact center, with 448 assistance requests, 67 complaints, 25 status verifications, 13 commendations, and three queries answered.

SSS was able to fix each concern within 1.7 days.

Rolando Ledesma Macasaet, SSS president and chief executive officer said that as soon as CSC-CCB directed any request, the pension fund would prioritize all complaints and concerns to make sure that necessary measures were acted out.

“This recognition from the CSC underscores our commitment to address and resolve the concerns of our members and a reflection of our tagline, “masayang tumulong, serbisyong ramdam,” Macasaet expressed.

He discussed instances where concerns were immediately solved, such as a female SSS member asking about her maternity benefit.

“Our team verified her records and coordinated with the concerned bank. We discovered her maternity benefit was not credited because she provided an incorrect bank account. We informed the member and guided her on enrolling the correct bank account on the Disbursement Account Enrollment Module (DAEM) and Benefit Redisbursement Module (BRM) using her My.SSS account so she can finally receive her maternity benefit,” SSS chief explained.

Besides the insurance system, other government agencies also received a 100 percent resolution rate in 2022.

This includes the Department of Foreign Affairs (DFA), the Home Development Mutual Fund (Pag-IBIG Fund), the Philippine Statistics Authority (PSA), the Department of Social Welfare and Development (DSWD), and the Philippine National Police (PNP).

Moreover, the Bureau of Internal Revenue (BIR) received a rate of 98.08 percent, the Department of Education (DepEd) with 93.91 percent, the Land Transportation Office (LTO) with 92.16 percent, and the Land Registration Authority (LRA) with 84.62 percent. (Gabriell Christel Galang)

Related Tags

Social Security System (SSS) Rolando Ledesma Macasaet SSS president and CEO
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