The Social Security System (SSS) assured the public of its firm commitment to improving service delivery following recent news reports citing the list of most complained-about government agencies based on January–August 2025 data presented by the Anti-Red Tape Authority (ARTA) to the Senate.
“SSS is currently coordinating with ARTA to validate the reported 244 complaints. Based on our own monitoring of ARTA referrals, all complaints received during the period were addressed and resolved within ARTA standards, reflected in our 99.3% resolution rate. For the same period cited in the ARTA presentation, SSS tracked around 474,000 emails, which we continue to resolve diligently within the required timelines,” SSS President and CEO Robert Joseph Montes De Claro said.
De Claro noted that most complaints involved service delivery issues, followed by concerns related to loan programs and contributions. Service delivery concerns primarily pointed to long queues at branches and repeat visits for benefit claims. Loan-related complaints involved the salary and calamity loan programs—both improved this year with lower interest rates—and focused on challenges with application processes and eligibility requirements. Meanwhile, contributions-related complaints stemmed mainly from employer non-remittance and extended wait times for manual verification.
To strengthen its responsiveness, SSS established the Committee on Anti-Red Tape (CART) as early as June 2021. CART oversees the effective receipt and management of complaints and feedback coursed through various channels, including the SSS hotline, corporate email, postal mail, referrals from government agencies such as ARTA, and SSS branches. The agency also closely monitors news reports and social media mentions and issues press releases and statements to keep stakeholders informed.
“We value transparency and accountability in all our operations. While we recognize the importance of these reports, we assure our members that every concern raised through our official channels is acted upon until resolved. Our partnership with ARTA underscores our commitment to refining our processes and delivering more efficient services,” De Claro added.
SSS emphasized that it remains steadfast in its mission to provide fast, efficient, and transparent services through continuous reforms and digital innovations aimed at reducing bureaucratic delays and improving customer experience.