He Social Security System (SSS) resolved 347 queries out of the 390 complaints course thru the Civil Service Commission (CSC) from April to August 24 this year, showing an 89 percent resolution rate.
"Out of the 136 complaints received thru 8888 Hotline, SSS resolved 99 referrals already, showing a 73 percent resolution rate. Our commitment is to resolve complaints within five working days from receipt of referral from CSC," said Nicolas.
Based on records, CSC started referring cases to SSS coming from the 8888 Hotline on August 4 with the latest referral received on August 24. Aside from the 8888 Hotline, complaints against SSS were also received thru CSC's Contact Center ng Bayan and Public Assistance Center.
"On a daily average, SSS process more than 180,000 transactions so the number of complaints course thru the 8888 Hotline is very small percentage only. But of course, all our processes undergo continuous improvements so we hope to still reduce the number of complaints," said Nicolas.
Most of the complaints referred to SSS were follow-up on benefit claims, too many documentary requirements, delay in UMID card production, long lines in SSS branches and other customer service issues.
SSS follows the procedures provided under the law in processing benefit applications to ensure that it is given to the rightful beneficaries. The various documentary requirements, on one hand, are needed to avoid fraudulent claims.
"We understand our members' concern on the number of documentary requirements that they have to submit to process their applications. However, the documentary requirements are needed to ensure that the provisions of the Social Secuity Law are met and observed," said Nicolas.
To address concerns on the long queues in SSS branches, management is continuously establishing and relocating offices to reach out to members. As of June 2016, SSS already has 166 SSS branches including the one located at POEA, 73 service offices, 32 representative offices and 21 foreign representative offices.
Automation of processes are also underway. For instance, members can create an online account at the SSS wesbite (www.sss.gov.ph) for them to verify monthly contributions and salary loan balance, submit salary loan application and sickness and maternity notifications.
"We encourage our members to register at My.SSS to use the online facility for faster and more convenient transactions with SSS. We are continuously improving our online services for our members, " said Nicolas.
Meanwhile, the regular UMID card production will resume by third week of September.
"We appreciate the feedback given by members thru the CSC. We also ask our members that if they encounter problems with our employees' attitude, they can report it immediately to the branch head or supervisor for appropriate intervention," said Nicolas.
Source: Philippine Information Agency