The South African Social Security Agency (SASSA) says it is introducing additional measures to improve service delivery at its Bellville Local Office following months of concerns over long queues and overcrowding.

The statement follows renewed attention on the office after People’s Movement for Change (PMC) president Marius Fransman visited beneficiaries waiting outside the Bellville office last week. Videos from the visit, showing people sleeping outside while waiting for assistance, were widely shared on social media.

SASSA acknowledged the concerns raised by beneficiaries, public representatives and community leaders, saying the Bellville office serves a large and densely populated area and continues to experience exceptionally high demand for social assistance services.

To improve access, the agency has strengthened queue management, deployed additional officials during busy periods, prioritised older persons and people with disabilities, expanded assisted digital services and introduced appointment-based disability grant medical assessments in partnership with the Western Cape Department of Health.

SASSA is also monitoring daily client volumes and expanding community outreach services where resources allow.

To reduce pressure on the Bellville office, residents from Delft and surrounding communities are encouraged to use the Delft Fixed Service Point where the required services are available.

The agency also reminded residents that older persons and applicants who cannot travel because of illness, disability or frailty may qualify for home visits. Family members or caregivers can approach SASSA to request assistance on their behalf.

SASSA said it would review the circumstances surrounding the recent viral videos, including when clients arrived, the services they required and the assistance provided.

The agency appealed to members of the public not to sleep outside its offices overnight and encouraged clients to make use of online services, appointment-based services, community outreach points and the Delft Fixed Service Point where applicable.

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