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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
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