The Umlazi Sassa office in Durban's south is facing criticism for long queues, poor conditions, and early closures due to water shortages. The office serves people from Umlazi, Isipingo, Ngonyameni, Bluff, and Wentworth, but its facilities are struggling to cope with demand. On a typical day, people queue from 4am to apply for social grants or have flagged grants reviewed. However, many get turned away just after lunchtime due to water outages.
Sassa spokesperson Mbekiseni Mdlalose attributed the early closure to water shortages, citing occupational health hazards for clients and employees. He said the agency tries to assist as many beneficiaries as possible, with those who don't get assisted being given appointments. However, for many, the process is far from smooth. GroundUp visited the office and spoke to Sherice Snyman, who arrived at 6:30am with a queue number of 103 but 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, but maintenance and repairs are Sassa's responsibility.
Mdlalose said the agency would explore alternative offices and urged beneficiaries to use its online platform instead of making in-person visits. He added that waiting times should not exceed 90 minutes when everything is working properly and there are no system or network glitches. However, this is often not the case, according to human rights organisation Black Sash.
Black Sash's regional manager Evashnee Naidoo said 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 biometric verification, has put a strain on the system. Naidoo emphasized that it is the institution's responsibility to ensure it has the necessary capacity and proper facilities to deal with clients.
For people like Snyman, the experience has been frustrating. She had been to the office seven times and was still waiting to get her child grant sorted out. Her situation highlights the need for Sassa to address the systemic issues and provide better services to beneficiaries. The agency's efforts to find alternative offices and encourage online applications may help alleviate some of the pressure.
The challenges faced by the Umlazi Sassa office are a reminder of the need for effective service delivery at Sassa offices nationwide. With many people relying on social grants for their livelihood, it is essential that the agency provides efficient and dignified services. By addressing the systemic issues and improving its facilities, Sassa can help ensure that beneficiaries receive the support they need.
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, leading to delays and frustration for beneficiaries.
- Sassa is exploring alternative offices and encouraging online applications to alleviate pressure on its offices.
