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Manila Bulletin devider Business devider Banking & Finance devider SSS claims 99.3% complaint resolution rate amid service backlogs

SSS claims 99.3% complaint resolution rate amid service backlogs

Published Nov 27, 2025 11:33 am

At A Glance

  • Even as it remained one of the most complained-about government agencies, the Social Security System (SSS) said it had successfully resolved nearly all complaints it had received, but vowed to further improve the efficiency of its services.
Even as it remained one of the most complained-about government agencies, the Social Security System (SSS) said it had successfully resolved nearly all complaints it had received, but vowed to further improve the efficiency of its services.
“SSS is currently coordinating with the Anti-Red Tape Authority (ARTA) to validate the reported data involving 244 complaints,” the state insurer said in a Nov. 27 statement.
SSS asserted that its resolution rate for settling complaints during the period reported by ARTA stood at 99.3 percent.
“From our own monitoring of ARTA referrals, all complaints received during the period covered were addressed and resolved within ARTA standards,” SSS President and CEO Robert Joseph Montes De Claro said.
De Claro noted that SSS handled roughly 474,000 emails and worked to resolve them in accordance with ARTA’s standards. ARTA is a government agency that simplifies government processes and helps businesses and citizens access national services more easily.
“Most complaints are about our service delivery, followed by matters concerning our loan programs, and then about contributions,” De Claro explained.
He said most service complaints were about long lines at branches and having to return multiple times to claim benefits.
Meanwhile, complaints about loan programs focused on salary and calamity loans, particularly difficulties with calamity loan applications and challenges in meeting eligibility requirements and procedures.
Finally, complaints about contributions were mostly related to employers failing to remit payments and to long delays in manual verification.
Businesses and citizens also mostly complain about the Government Service Insurance System (GSIS), Food and Drug Administration (FDA), Land Transportation Office (LTO), Bureau of Internal Revenue (BIR), Philippine Statistics Authority (PSA), Land Registration Authority (LRA), Home Development Mutual Fund (Pag-IBIG Fund), Securities and Exchange Commission (SEC), and Philippine Health Insurance Corporation (PhilHealth).
SSS is committed to delivering fast, efficient, and transparent services to its members.
“We continue to implement reforms and digital innovations to minimize bureaucratic delays and enhance customer experience,” it said.

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Social Security System (SSS)
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