Some good news for SASSA grant recipients: Free Wi-Fi at offices

The South African Social Security Agency (SASSA) is expanding its digital services in an effort to reduce queues at its offices and make social grant services easier to access.

The agency has introduced WhatsApp support, self-service kiosks and free Wi-Fi at its offices, while a mobile application is also in development.

The changes were outlined during a media engagement in the Eastern Cape on Thursday, 17 September.

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SASSA services move online

SASSA said its modernisation programme includes improvements to online applications, electronic verification systems and the integration of information systems with other government institutions.

Its online platform already allows beneficiaries to submit new applications, change payment details and complete e-Life Certification.

The agency has also launched WhatsApp channels for Social Relief of Distress (SRD) and social grant enquiries, as well as a separate channel allowing beneficiaries to check review statuses.

“These interventions enable beneficiaries to submit enquiries and receive assistance both before and after submitting applications, without the need to visit a SASSA office in person,” the agency said.

Free Wi-Fi at SASSA offices

Self-service kiosks are being rolled out at SASSA offices, with more advanced kiosks planned for strategic locations across the country by the 2027/28 financial year.

SASSA has also introduced free Wi-Fi at its offices to help beneficiaries who have smartphones but limited internet access.

The agency said beneficiaries can use the connection to access online applications, WhatsApp services and other digital support platforms while at SASSA offices.

A SASSA mobile application is also being developed and is expected to launch during the third quarter of the current financial year.

Nearly 19 million beneficiaries

SASSA said its digital transformation is intended to reduce unnecessary trips to offices, improve the efficiency and accuracy of applications and strengthen fraud detection and prevention.

The agency administers social grants to approximately 19 million permanent beneficiaries every month.

SASSA CEO Themba Matlou said the agency wanted to build a modern organisation providing services that are “accessible, secure and citizen-centred”.

Human assistance will remain

Despite the shift towards digital services, SASSA acknowledged that not all beneficiaries have reliable internet access or the digital skills needed to use online platforms.

The agency stressed that digital transformation would not replace face-to-face assistance.

“Digital transformation will not replace human support. Rather, it will complement and strengthen existing service channels while ensuring that no vulnerable citizen is left behind,” SASSA said.

Beneficiaries in the Eastern Cape have been encouraged to make use of alternative service channels where possible rather than travelling to SASSA offices.

SASSA also urged beneficiaries to ensure that the agency has their correct cellphone numbers so they can receive important notifications about their grants and applications.