How to File a SASSA Complaint for Fraud, Unlawful Deductions & More?

Discovering mistakes, deception, or illegal reductions on your South African Social Security Agency (SASSA) social grant can cause immense distress. However, the sooner you report problems, the quicker they can be solved. 

SASSA offers a Beneficiary Payment Recourse Mechanism (BPRM) designed specifically for lodging complaints and resolving issues such as:

  • Deceptive utilization of your grant
  • Unauthorized subtractions
  • Payments that are missing or delayed
  • Faulty SASSA card problems
  • Incorrect grant sums
  • Difficulties in canceling deductions
  • And more.

By understanding the correct procedures and channels, you can promptly file your SASSA complaint and provide the necessary documents for a swift resolution. 

Here’s a step-by-step guide on correctly lodging various types of SASSA complaints using the BPRM to protect your grant.

Detecting Fraud or Illegal Deductions

The initial step involves closely monitoring your grant payment status and transactions to identify any suspicious, unauthorized, or deceptive activities, including:

  • Unfamiliar withdrawals from ATMs/POS not performed by you.
  • Alterations to deposited grant amounts not matching the approvals.
  • Funeral policy subtractions surpassing 10% of the grant amount.
  • Abrupt termination of your SASSA card without your request.

You can identify issues by:

  • Checking your latest bank statement for unusual transactions.
  • Using free SASSA card balance checks at retailers.
  • Logging into your SASSA online account to view payment statements.
  • Contacting the SASSA call center for payment activity reports.

If anything seems dubious, take action immediately.

Reporting SASSA Grant Deception

If you discover clear deception on your SASSA card or grant account, here are crucial first steps:

  • Promptly call the SASSA fraud hotline on 0800 601 011 to freeze your card and account. This halts further deceptive transactions or usage.
  • Visit your nearest police station to initiate a criminal case and obtain a case number. Acquire an affidavit on the events from the SAPS. This creates an official record of the deception report required by SASSA.
  • Contact all your banks and financial accounts linked to the SASSA card to alert them of the deception risk. They can also freeze associated accounts.

Lodging Your SASSA Complaint

Whether for deception or other issues, SASSA offers two channels to lodge complaints:

Online/Telephone Complaint

  • Call the SASSA call center on 0800 60 10 11 or email GrantEnquiries@sassa.gov.za. Calls and emails are free.
  • Explain the issue in detail and the resolution you seek. Have your ID and any relevant documents ready.
  • You will receive a complaint reference number. Note this down as you will need it for follow-ups.
  • Based on the nature of your complaint, SASSA will indicate which documents are required from you.
  • Submit all the requested documents and the reference number via email, fax, or by visiting your nearest local office within 7 days.

In-Person Complaint at SASSA Office

  • Visit your closest SASSA regional office in person. Locations can be found on the SASSA website or by calling the SASSA call center.
  • Explain the complaint details to the Customer Services official on duty. They will assist you.
  • Provide your South African ID for verification and any relevant documents immediately available that support your case.
  • The official will log your complaint and issue a reference number. Retain this number safely for follow-ups.

Key Complaint Documents

  • Copy of ID document
  • Bank statements showing unauthorized transactions
  • Affidavits detailing events from SAPS or Commissioner of Oaths
  • Proof of account holder name changes
  • Approved grant letter showing correct amounts
  • Proof of SASSA card cancellation requests
  • Police case number

SASSA Complaint Resolution Process

Once you have lodged the complaint via phone, email, or in-person, here is the general resolution process:

  • SASSA will acknowledge receipt of your complaint within 3 days if submitted correctly.
  • Officials investigate the details and may contact you for any further information needed. Cooperate fully to resolve the case.
  • An official outcome should be reached within 21 working days from the initial complaint acknowledgment.
  • For complex cases with strong evidence of criminality, SASSA will escalate to the Fraud Investigations team for forensic review. This may extend the resolution timeline.
  • SASSA will contact you to communicate the complaint outcome and resolutions. For fraud cases, new SASSA cards and accounts may be issued to you.

If you are dissatisfied with the complaint outcome or resolution, request to escalate it to a SASSA Provincial Manager for re-review.

Having the critical documents, reference number, and details ready will help ensure you follow the correct and most efficient process. Justice relies on your persistence and patience.

Additional Recourse

If you remain unsatisfied after repeatedly escalating your complaint internally within SASSA, additional options to resolve your case further include:

  • Submitting a case with the Public Protector for investigation.
  • Filing a complaint on the Presidential Hotline for service delivery issues.
  • Consulting legal aid clinics for guidance on civil or criminal case options.
  • Contacting social justice groups like the Black Sash for advice and support.

Protect yourself from illegal deductions or criminals misusing your SASSA grant. Stay vigilant in inspecting your grant payments and transactions regularly. Report irregularities immediately using the right channels. Follow up relentlessly until your complaint is fully resolved.