Despite the relief given by an extension of the deadline for the South African Social Security Agency’s (Sassa) card migration process, the most vulnerable members of society continue to bear the brunt of system challenges and inhumane conditions at service points.
In the Helderberg the primary service point for Sassa gold card to Postbank black card replacements is Shoprite Strand, located on the corner of Abbegglen and Wesley streets.
At the seemingly overburdened service point scores of pensioners and grant recipients can be seen waiting in winding queues in dire need of assistance. Some of these beneficiaries are forced to endure extremely difficult conditions, often queuing for multiple days, overnight or on behalf of others, to access the service point.
DistrictMail & Helderberg Gazette has fielded many calls and received many messages of complaints regarding the migration process, which has once again thrown the spotlight on the critical situation causing ongoing frustration and confusion. On Tuesday (25 February), some beneficiaries, mostly senior and disabled people who for the umpteenth time have had to find a place in the queue since midnight, have still not been able to find an end to the replacement nightmare.
“It appears there is no order or process to follow, and everything is haphazard,” one disgruntled beneficiary said.
“Hours of waiting just seem futile as there appears to be no end to our dire situation. I feel the arduous and relentless process shows a complete lack of consideration for the elderly. I can only imagine what others in more difficult situations have to endure.”
No clear communication
Another beneficiary turned to the publication after chaos apparently ensued at the service point on a given day, bemoaning inadequate personnel to manage the process and a lack of clear and proactive communication to beneficiaries, specifically regarding designated days for specific groups.
“There is absolutely no clarity on the estimated time of assistance,” the elderly beneficiary continued. “There is no order in the lines, as no-one directs line traffic; people just do as they wish while the elderly are pushed aside.
“One person assists just a certain number of people at a snail’s pace. Not even a quarter of the people in the lines are helped, and the rest are told to come back the next day. The lines just grow and grow.
“This situation is completely unacceptable and the people, who are supposed to be efficient in their public service are totally inept, which is putting it mildly. This is a disgrace. The elderly are also left standing or sitting in wheelchairs for hours at end. Where is the basic decency in all this?”
The beneficiary, who was successfully helped only on his fifth visit to the service point, further raised concerns over lack of available ablution facilities and the unsafe practice of overnight queuing. He cited an incident in which a couple, misinformed about the grant schedule, were stranded and feared returning home late at night.
A disabled beneficiary, frustrated by Sassa’s failure to conduct home visits, has given up on the process and is escalating the matter to the president, demanding government action.
“This is a national crisis,” she stated. “I am angry on behalf of citizens. We need action from the president. Where is he in all of this?”
No response
DistrictMail & Helderberg Gazette reached out to Sassa Western Cape with detailed questions regarding beneficiary complaints, the possibility of additional service points, resource allocation at existing points, and plans for improved communication. However, no response was received by the print deadline yesterday morning (25 February).
Jaco Londt, the provincial minister of Social Development, welcomed the postponement date, from Friday 28 February to Thursday 20 March.
He said the department was inundated with inquiries and complaints from beneficiaries from across the province, specifically over a lack of service points and adequate staff to handle the influx of beneficiaries. He assured that the department would continue to monitor the card-migration process to ensure vulnerable beneficiaries, for whom grants are essential, receive the best service.
