Feedback and Complaints
We value your feedback to help us improve our service. If you, as a Maltese or non-Maltese national wish to submit a compliment, would like to make a suggestion about how we could improve our services or have a complaint, we are here to listen. The Department of Social Security will treat your concerns as a priority, managing your complaint with integrity and fairness, and keeping you informed while working with you towards a satisfactory resolution.
What your complaint may be about
The complaints management process looks into complaints from the public about the Department of Social Security service(s). These complaints may be about:
- Unreasonable delay.
- Inadequate service, explanation or reasons given.
- Legal error.
- Factual error in decision making process.
- Human error.
- Procedural deficiency.
- Discriminatory action or decision.
- Flawed administrative process.
- Inadequate knowledge or training of staff.
- Unprofessional behaviour by an officer.
- Breach of duty or misconduct by an officer.
How to make a Suggestion, Compliment or a Complaint
If you wish to propose a suggestion, make a compliment or submit a complaint, you can use the below online form.
What we need from you
Please be clear, factual, and tell us the outcome you would like. Providing your name and contact details will help us to get in touch with you so that we can start to help resolve the issue as promptly as possible. If you provide feedback anonymously, we won’t be able to respond to you. However, this can still guide us on identifying a flaw in the process.
How we’ll respond
We aim to resolve complaints within ten (10) working days. If we cannot resolve your complaint, we’ll explain why and guide you know to other options.
What can you do if you are not satisfied with the Department’s response?
If you are not satisfied with the way in which your concerns have been handled, an Appeal may be lodged against a decision by the Department of Social Security before the Umpire within thirty (30) days from receiving the decision by clicking here.
How to report a suspected fraud or misconduct against the Department of Social Security
All reports of suspected fraudulent activity committed against the Department of Social Security, will be investigated. If you report suspected fraud or misconduct, your privacy and confidentiality will be respected. You may also decide to remain anonymous in such cases. When submitting your report, whether anonymously or not, you are not entitled to be informed of the outcome. You can submit a report by clicking here.
Online Services Feedback
The Department of Social Security (DSS) is keen to learn about the online services which citizens desire most. This information enables us to prioritise our development efforts and focus on services that will have the greatest impact on the public. By engaging with citizens through feedback, the DSS can identify areas for improvement, prioritise development efforts and tailor its online services to meet the diverse needs of the population effectively.
The significance of feedback cannot be emphasized enough. It offers our department invaluable insights into the difficulties and issues that citizens encounter when using our online services. Whether it’s a recommendation to improve the user interface, a proposal to incorporate certain services, or observations about current features, each element of feedback plays a crucial role in shaping a more user-centered online service.
Feedback, Compliments and Complaints Form
We would love to hear your thoughts, concerns or problems so we can improve or continue providing a great service!
What can you do if you are not satisfied with the Department’s response?
If you are not satisfied with the way in which your concerns have been handled, an Appeal may be lodged against a decision by the Department of Social Security before the Umpire.
How to report a suspected fraud or misconduct against the Department of Social Security
All reports of suspected fraudulent activity committed against the Department of Social Security, will be investigated. If you report suspected fraud or misconduct, your privacy and confidentiality will be respected.
Services available to assist you to make a complaint, compliment or provide feedback
If you wish to make a complaint, compliment or provide feedback and do not wish to to do so via the Internet or the Fraud Freephone you may forward it in writing to the following address:
Department of Social Security
38, Ordnance Street
Valletta VLT 1021
Or else you may visit one of servizz.gov centres.
Languages other than English:
Maltese language