You and Your Rights: Service Delivery at SASSA Pay Points

Summary

  • You should only have to wait a maximum of two hours in line at a Pay Point before receiving your money
  • Every Pay Point is required to include basic amenities such as clean toilets and clean water
  • SASSA Service Delivery is committed to confidentiality; your information will not be shared with any other than those authorized to have it
  • All Pay Points must be accessible to the elderly, the pregnant, and the disabled
  • You may change the means by which your grant is paid out to you at any time

Your Rights

You should be paid within reasonable hours - between 8am and 3pm.

You should not have to wait more than 2 hours in a queue before getting paid.

It should take no longer than 30 seconds to pay you out.

You must be issued with a receipt as proof of payment.

You can decide how you would like your grant money paid out. You can collect it on a specific day each month or have it paid into a bank account or post office account.

You can change the method of payment at any time by filling in a form at the SASSA office.

Each pay point should not have to pay out more than a 1000 clients during any one payment session.

Special arrangements must be made so that the grants are paid out in the following order: 1. Permanent Disability;  2. Older Persons; 3. War Veterans and then the rest of the beneficiaries.

You should not have to travel more than 20km to get to a fixed pay point. A mobile pay point must be in reach of the area where you live.

The venues where your grant is paid out must be accessible for people with disabilities, pregnant women and elderly people.

All pay points must have basic facilities such as clean toilets, safe water, first aid kits and shelter.

Every pay point must have a help desk to answer questions and provide information.

SASSA Service Delivery – Principles and Values

  • Social Cohesion: building unity and good relations amongst its internal and external stakeholders;
  • Transparency: SASSA will keep stakeholders informed of its decisions and operations;
  • Equity: fairness to all parties as dictated by reason and conscience;
  • Integrity: honesty, as well as fair dealings with regard to the operations, finances and other business of the SASSA;
  • Confidentiality: ensuring that information is accessible only to those authorised to have access to it;
  • Customer Care-centred Approach: takes the needs of customers into consideration by developing user-friendly and quality products and services.