MANILA – The Social Security System (SSS) is addressing complaints they receive with about 99.3 percent resolution rate, an official said Thursday.
This, after data presented by the Anti-Red Tape Authority (ARTA) during a recent budget hearing in the Senate showed that SSS is among the government agencies with most complaints in the first eight months this year.
SSS President and Chief Executive Officer Robert Joseph Montes De Claro said they are currently in talks with ARTA to validate the reported 244 complaints, related to service delivery, loan programs and contributions matters.
He said from their monitoring of ARTA referrals, all complaints received during the period covered were addressed and resolved within ARTA standards.
“Our resolution rate is at 99.3 percent. For the period covered by ARTA presentation to the Senate, SSS tracked a total of about 474,000 emails working diligently until they are all resolved within ARTA standards,” he said.
De Claro said a Committee on Anti-Red Tape was established in the SSS in June 2021 to receive complaints and feedback sent through the agency’s hotline, corporate e-mail, posting mail, and referrals from other government offices
“We value transparency and accountability in all our operations. While we recognize the importance of these reports, we want to assure our members that every concern raised through our channels is being acted upon until resolved. Our partnership with ARTA reflects our commitment to improving processes and delivering efficient services,” he said. (PNA)