NATURE OF NATURE OF COMPLAINTSCOMPLAINTS

EUGENIA D. DELA CRUZEUGENIA D. DELA CRUZDepartment Manager II

Member Relations Department

DisabDisabilityilityRetirRetiremenemen

t t and and DeatDeat

hh

Delay in processing and review of claims

Delay in resumption of monthly pension

Delay in granting request for change of address/bank/guardian

Erroneous funeral claim tagged under member’s record

Erroneous date of contingency for retirement

Refusal of employers to accomplish SSS/EC sickness and maternity application

form

SickSickness ness MatMaterniternit

yyECEC

Refusal of employers to advance payment

Delay in processing of application

LoaLoansns

Failure/non-remittance of loan repayments by employees

Delayed posting of loan repayments

Unposted salary loan repayment paid under the condonation program for

employer/individual

Member /claimants were not advised that there is a loan condonation program

effective April 2, 2012

ContrContributiibutionsons

Unposted contributions

Delay in the consolidation of contributions from cancelled to retained SS number

Failure of employers to remit contributions

Delay in the correction of Credited Years of Service (CYS)

Computation of underpayment of SE/VM contributions

MemMembersbershiphip

Number belongs to another person (BTAP)

Erroneous encoding of members data/request for changes

Failure of employer to report their employees

Delay in granting request for change of name/DOB/DOC/etc.

MemMembersbershiphip

Delay in granting request for change of name/DOB/DOC/etc.

Cancellation/Retention of SS number

Verification of SS number/Temporary SS number

Submission of documents

OtheOthersrs

Problems in the enhanced website(failed registration, blocked account, non-

receipt of password, etc.)

On-line inquiry not availabe(Computer Off-line)

Unsatisfactory service of SSS employees / poor service

Too much delay in the issuance of new ID

Members were not properly advised on the amount of contributions they should pay if

they opt to continue paying their contributions

OtheOthersrs

Numerous request for verification / denied claim

Counseling on hard core cases / Multiple queries

Non-issuance of print outs / Denied requests for print-out of static info

Cut-off / Quota system

1. Delay in the receipt of funeral 1. Delay in the receipt of funeral applicationapplication

CAUSES

For fact of employment

Member with 6 months or less contributions

Manual verification of premium payments

RECOMMENDATION

Referral to RIMC re: R1A

Provide an express lane or counter that will act on cases with discrepancies in members’ records

2. Delay in the receipt of 2. Delay in the receipt of member’s/claimant’s member’s/claimant’s application (DDR)application (DDR)

CAUSES

Incomplete documents presented during interviewDiscrepancy in member’s record (DOB/DOC/Name)

Numerous SS number of member

Discrepancy in employment history

With contributions prior to Date of Coverage

Invalid CYS and DOC

RECOMMENDATION

Documents/requirements needed in the filing of all claims must be posted in the Member Assistance Center (MAC) of branches for the

full understanding of all concerned.

3. Refusal of Employers to advance 3. Refusal of Employers to advance payment of payment of sickness and maternity allowance to sickness and maternity allowance to members.members.CAUSES

Some employers are not aware on the payment policies Re: SMEC

RECOMMENDATION

Seminars to new employers for them to know the responsibilities of an employer

4. Non-reporting for SSS coverage and 4. Non-reporting for SSS coverage and non-non- remittance of premium contributionsremittance of premium contributions

CAUSES

Non-registration of business for SSS coverage

RECOMMENDATION

Create a program to increase awareness of stakeholders to register at SSS

5. Complaint in the amount of pension 5. Complaint in the amount of pension received/ received/ Pensioners request for explanationPensioners request for explanation

CAUSES

Unposted contributions / Incorrect CYS

RECOMMENDATION

Immediate posting of contributions for readjudication of

pension

Lack of knowledge of personnel in basis of

computation for pension

Continuous training in SSS and EC benefits

6. Delay in the processing of request for 6. Delay in the processing of request for manual manual verification of contributions verification of contributions

CAUSES

Voluminous requests coming from pensioners

RECOMMENDATION

Immediate posting of 85-89 contributions

7. Number belongs to another person / 7. Number belongs to another person / Erroneous Erroneous encoding of member’s data. (ex. Name, encoding of member’s data. (ex. Name, DOB)DOB) CAUSES

Erroneous encoding of member’s data

RECOMMENDATION

Employees’ must be focus in encoding member’s data record

8. Delay in the processing of request for 8. Delay in the processing of request for correction of membership records such correction of membership records such as: Name, Date of Birth, etc.as: Name, Date of Birth, etc.

CAUSES

Slow compliance to requests for confirmation of fact of birth, marriage, etc.

RECOMMENDATION

Establish proper coordination/ Working relationship with different parishes/ LCRs/ Branches

9. Erroneous date of contingency for 9. Erroneous date of contingency for retirementretirement

CAUSES RECOMMENDATION

Lack of knowledge in determining the date of retirement.

Counter personnel should be trained how to determine the different applicable date of retirement:•Date of separation if already 60 years old or over•Date of 60th birthday if separated from employment•On the 65th birthday regardless of employed or not•Month after the semester of 120th contribution

10. Others10. Others A. Unsatisfactory service by some A. Unsatisfactory service by some employees employees assigned at countersassigned at counters

CAUSES

Attitude problem of some employees assigned at the counter (discourtesy, etc.)

RECOMMENDATION

Continuous trainings on Customer Relations and Value Clarification Workshops / Seminars / Updates

10. Others10. Others B. Non-issuance of computer print-outB. Non-issuance of computer print-out

CAUSES

Members are encourage to log on to our Website to have access to their records and print the same.

RECOMMENDATION

Some of our members are not computer literate. We might as well restore the issuance of computer print-out, however, strictly and personally

BILIB BILIB

KAMI KAMI

SA’YOSA’YO

23

SSS: Kabalikat NatinSSS: Kabalikat Natin

End End

Of Of

PresentatPresentat

ionion