DSD AND SASSA STEP UP TO SUPPORT POSTBANK AND BENEFICIARIES IN CARD REPLACEMENT PROCESS

By Cuma Pantshwa

• South African Social Security Agency (SASSA) beneficiaries are in the process of moving to new black SASSA cards issued by Postbank.
• To help with the process, SASSA has extended its operating hours from 06:00 to 19:30 on weekdays and weekends, while Postbank has increased its staff and service sites.
• The agency is working closely with Postbank to provide operational support, manage queues, and enhance overall service delivery.

The South African Social Security Agency (SASSA) has reaffirmed its commitment to supporting Postbank in ensuring that social grant beneficiaries can seamlessly transition from the gold SASSA card to the black Postbank card.

In a demonstration of unity and collaboration, Minister of Social Development Nokuzola Tolashe, along with Social Development MECs from across the country, have pledged their full support to address challenges, and protect the dignity of beneficiaries.

Acknowledging the challenges faced by beneficiaries, the government has extended the card replacement deadline from 28 February to 20 March 2025.

During site visits to assess the situation, Minister Tolashe expressed her deep concern, stating: “Our clients must get what they deserve. That is our responsibility”

The minister emphasised that as government they must lead, advise, and deliver to ensure that beneficiaries receive their grants with dignity and without unnecessary hardship that compromises their human dignity.

Acting CEO of SASSA, Themba Matlou, presented the agency’s progress, challenges and mitigation strategies at a meeting of the Social Development Minister and the MECs on 21 February 2025.

He focused on the key interventions that will be implemented to address the card replacement process, including collaboration with the Department of Social Development’s local offices and local stakeholders to create awareness campaigns and mass mobilisation.

The agency is working closely with Postbank to provide operational support, manage queues, and enhance overall service delivery, Matlou noted.

Strategies to enhance service delivery included deploying additional SASSA staff to sites to manage queues and provide direct assistance; expedited services will be implemented for older and frail beneficiaries to ensure they are prioritised.

Members echoed their commitment to working alongside SASSA and Postbank to ensure that the card replacement process is smooth and dignified. They emphasised the need for strong collaboration, proper resource allocation, and clear communication to prevent further delays and frustration.

SASSA has also extended its operating hours from 06:00 to 19:30 on weekdays and weekends to speed up card replacements and payment method changes. The agency will extend these hours until April 2025, ensuring all requests and transactions are processed timeously.

Matlou acknowledged the challenges but reiterated the agency’s unwavering dedication to ensuring that beneficiaries receive their grants without unnecessary stress.

Postbank has already replaced 624 000 cards, and has undertaken to increase service sites, adding tellers, and deploying roving teams to improve accessibility, Matlou noted.

In addition, training days have been reduced from five to three to accelerate the process; and a cardless payment solution will be introduced for those unable to replace their cards by 31 March 2025.

Minister Tolashe concluded that well-coordinated support and collaboration is key, and that the government remains committed to ensuring that every grant recipient is treated with dignity and respect. She called on all involved to intensify their efforts in the card replacement process.