SSS assures public of high complaint resolution rate amid ARTA data

The Social Security System (SSS) on Thursday assured the public that it is addressing service-related concerns promptly, following news reports that cited 244 complaints filed against the agency from January to August 2025 based on data presented by the Anti-Red Tape Authority (ARTA) to the Senate.

SSS President and CEO Robert Joseph Montes De Claro said the agency is closely coordinating with ARTA to validate the figures, noting that its own monitoring shows a 99.3% resolution rate for all ARTA-referred complaints during the period.

He emphasized that the SSS handled about 474,000 emails from members within the same timeframe, all of which are being resolved in accordance with ARTA standards.

De Claro said most of the complaints were related to service delivery, particularly queuing issues at branches and repeated visits for benefit claims.

Concerns on loan programs—mainly salary and calamity loans—were also frequently raised, often involving eligibility requirements and application difficulties.

Complaints on contributions were primarily tied to employer non-remittance and delays in manual verification.

To strengthen its complaint-handling mechanisms, SSS formed a Committee on Anti Red Tape (CART) in June 2021 to ensure systematic receipt and resolution of feedback from hotlines, emails, postal mail, ARTA referrals, and SSS branches.

The agency also monitors news and social media reports to issue timely updates to the public.

De Claro reaffirmed the agency’s commitment to transparency, accountability, and continuous process improvement, noting that ongoing reforms and digital innovations aim to reduce bureaucracy and enhance customer experience.