SASSA’S COMMITMENT TO TRANSPARENCY AND ACCOUNTABILITY: THE APPEALS PROCESS EXPLAINED

By Cuma Pantshwa

• The Department of Social Development (DSD) and the South African Social Security Agency (SASSA) have enhanced their systems to manage the high volume of social grant appeals, particularly for the SRD R350 grant. With over 10 million appeals reviewed in the last financial year, the new data validation processes have led to a significant reduction in the number of successful appeals, ensuring only eligible individuals receive benefits.
• SASSA and DSD are committed to educating the public on the appeals process, using communication and technology to enhance transparency. Information sessions and educational materials are provided to applicants to help them understand their rights to appeal and the steps involved in the process.
• To further safeguard the integrity of the social assistance system, SASSA has implemented a Fraud and Corruption unit and is working on establishing an Inspectorate for Social Assistance Appeals. These measures aim to tackle fraud and corruption, ensuring a fair and just distribution of social grants.

During the last financial year, the South African Social Security Agency (SASSA) and the Department of Social Development (DSD) received and adjudicated over 10 million appeals for the Social Relief of Distress (SRD) R350 grant. Out of these appeals, 98% were unsuccessful, with only about 112,000 people approved. This reflects a significant achievement for the Department. “We have improved administrative systems and processes to validate records. Since the application process is entirely digital, it was easy for people to access the SRD R350 grant, even without qualifying. However, our enhanced and comprehensive data validation process has led to the detection and exclusion of many applicants or appellants who didn’t qualify for the grants,” explained Mr John Mokoele, Director of Social Assistance Appeals at DSD. “Most appellants now realise that even appealing may not yield positive results as we are conducting appropriate checks and balances.”

Applicants have the right to appeal a decision made by SASSA and are entitled to access information and administrative justice. Once they receive an outcome from SASSA—if it is negative—they are informed about their right to appeal, including the process and location for submitting appeals.

Both regular grants and SRD R350 appeals are governed by the Social Assistance Act, 2004, and its regulations. The SRD R350 grant, however, is subject to specific regulations due to its basis in the Disaster Management Act, which was established to manage the COVID-19 pandemic. “It was necessary to provide specific regulations for the SRD R350 to avoid confusion, especially since the grant’s requirements differ in every respect. Moreover, the SRD R350 process is fully automated, from application to results processing,” Mr Mokoele clarified.

The appeals process is critical to the integrity of the social assistance system in South Africa, as it provides an alternative redress mechanism. Mr Mokoele emphasised that this process gives users hope that an independent body or person would consider their application. He added, “It’s important for our clients to know there is an Independent Tribunal that intervenes and ultimately makes the decision. The Tribunal has the power to consider appeals and either confirm, vary, or set aside the decision of SASSA. However, an appellant who remains dissatisfied with the Tribunal’s decision can approach the High Court for a review.”

In 2021, the World Bank, in collaboration with the South African government, published the report “Social Assistance Programs and Systems Review: South Africa.” The report underscores the crucial role of the grant and social assistance system in mitigating poverty. It found that South Africa’s system of programmes is effective, well-targeted, and provides substantial benefits to the poorest households. The social assistance system significantly reduces poverty and inequality rates. Cash transfer programmes positively impact various outcomes, including nutrition and food security, educational attainment, health, labour supply, and livelihoods. Additionally, the grant system has established effective delivery systems for identifying beneficiaries and managing registration, payment, and grievance redressal processes, which can be rapidly scaled up during crises such as the COVID pandemic.

The Department and SASSA are committed to raising awareness and educating the public about social grant appeals and addressing any issues citizens face with applications or receiving their grants. “We currently arrange information sessions at SASSA local offices on the dates grant applications are taken, including days when applicants receive outcomes for their applications. The intention is to advise applicants and beneficiaries about the opportunity to appeal if the outcomes are not positive,” said Mokoele. Citizens can also access various educational materials in SASSA District and Local offices, where clients converge to apply for social grants.

Communication and technology are vital in streamlining the social grant appeals process. Mr Mokoele confirmed the need to enhance transparency by communicating the appeals process and sharing the stories of those who were successful in their appeals. “We need to give applicants and beneficiaries the confidence that their appeals are being considered and outcomes are issued. What is critical is ensuring that appellants receive their outcomes timeously. We should strengthen how we communicate the outcomes.” Clients are also advised to approach their local SASSA offices to check for outcomes 60 days after lodging their appeals.

Highlighting some achievements by SASSA and DSD, Mr Mokoele said the efficiencies implemented aim to improve systems and records management activities, ensuring the credibility of adjudication services. “The development of our document management system has helped us save up to R17 million a year in litigation costs. For the past two years, we have not paid any litigation costs as we have managed to deal swiftly with any litigious appeals.”

Despite these improvements, the social grants application process is still vulnerable to fraud and corruption. To address this, the department is finalising the establishment of the Inspectorate for Social Assistance Appeals, which will focus specifically on fraud and corruption related to social assistance. In the interim, SASSA has established a Fraud and Corruption unit to address these challenges while the Inspectorate becomes operational.

Who is the Tribunal?

Tribunal members are independent professionals from outside the Department of Social Development and SASSA. They are appointed by the Minister to serve on the Independent Tribunal as panelists responsible for adjudicating both regular social grant appeals and SRD R350 appeals.

Step-by-Step Guide: How to Lodge an SRD R350 Appeal

To appeal a declined SRD R350 grant, follow these steps:

1. Access the Appeal Form: Visit the SASSA SRD website at https://srd.sassa.gov.za/ using a mobile device or computer.
2. Log In with Your Credentials: Use your ID number and the cellphone number that was used to lodge the original application.
3. Verify Your Identity: A PIN will be sent to your phone. Enter this PIN to proceed. This security step ensures that only the applicant can access the system.
4. Submit Your Appeal: After logging in, select the “Appeal” option. You will then need to choose a reason for your appeal from the available dropdown list.
5. Confirmation and Waiting Period: The entire process takes approximately two minutes. If your appeal is successful, you will receive an SMS notification. If you do not receive an SMS, you are advised to check the status of your appeal after 90 days.

By following these steps, you can ensure that your appeal is lodged correctly and securely.