The Umlazi Sassa office in south Durban is facing criticism for long queues, poor conditions, and inadequate service. People queue from 4am to apply for social grants or have flagged grants reviewed, only to be turned away after lunchtime due to water outages. The office serves not only Umlazi but also surrounding areas, including Isipingo, Ngonyameni, Bluff, and Wentworth. This has put a strain on the office, which is the only Sassa office in the township.
Sassa spokesperson Mbekiseni Mdlalose attributed the early closure to water shortages, citing occupational health hazards for clients and employees. He stated that the agency is trying to assist as many beneficiaries as possible, with those not getting assisted being given appointments. However, for many, the process is not that simple. GroundUp visited the office and spoke to Sherice Snyman, who arrived at 6:30am with a queue number of 103 and still had not been helped by noon.
The conditions at the office are also a cause for concern. The women's toilets are not operating, and everyone has to use the three men's toilets. Some toilets are covered with black plastic bags and have no doors, while sewer water leaks from the pipes outside. The building is owned by the KZN department of public works, which makes it available to Sassa at no cost. However, maintenance and repairs are Sassa's responsibility.
Mdlalose stated that the agency would explore alternative offices and urged beneficiaries to use its online platform instead of making in-person visits. He mentioned that waiting times should not exceed 90 minutes when everything is working properly and there are no system or network glitches. However, this is not the experience for many beneficiaries, who have to queue for hours and often get turned away.
Human rights organisation Black Sash's regional manager Evashnee Naidoo said that long queues and people being told to return multiple times are a systemic issue at Sassa offices across the country. The grant review process, which requires flagged beneficiaries to go to offices for review and biometric verification, has put a strain on the system. Naidoo emphasised that it is the institution's responsibility to ensure it has the necessary capacity and proper facilities to deal with clients.
Naidoo also highlighted the need for trained personnel to deal with the issue and ensure that clients have access to proper sanitation facilities and water. The current situation at the Umlazi Sassa office is a far cry from this ideal. Beneficiaries like Snyman, who has been sent from pillar to post and is now on her seventh attempt to access services, are bearing the brunt of the system.
The situation at the Umlazi Sassa office is a reflection of a broader problem that needs to be addressed. With many beneficiaries relying on social grants for their livelihood, it is essential that Sassa offices are equipped to provide efficient and dignified services. The agency's efforts to find alternative offices and encourage online applications may be a step in the right direction, but more needs to be done to address the systemic issues plaguing the system.
Key points
- Long queues and poor conditions at Sassa offices are a systemic issue across the country.
- The grant review process has put a strain on the system, requiring more capacity and proper facilities.
- Sassa is exploring alternative offices and encouraging online applications to alleviate the pressure on its offices.
