Our Charter

This Chapter is an essential part of our commitment ot providing transparent and reliale services y the Deprtment of Social Security (DSS) in Malta. This chapter's main aim is to serve as a guiding document that outlines our principles, goals, and the responsibilities we have towards our citizens. It is designed to ensure that you, as a valued memer of our society, have a clear understanding of the rights and enefits you are entitled to and the standards of service you can expect from us under the Social Security Act (Cap.318).

What is our charter?

Our Charter builds upon the aove mentioned principles and provides practical insights into their implementation. It outlines what you can anticipate from the Department of Social Security and clarifies your entitlements.

Who are we?

Social security is a fundamental human right that applies to every individual in Malta. It is an investment in ourselves and in one another, as it serves as a crucial public service that anyone of us may require at any given time. Therefore, it is important to recognise that Our Charter is a collective possession that belongs to all members of our community.

Who makes sure that Our Charter is being delivered?

Each individual bears a personal responsibility in ensuring the practical implementation of Our Charter by:

• Being aware of our rights and responsibilities.
• Speaking up when these commitments are not being fulfilled.

Who can you tell if you do not think Our Charter is being met?

We value your feedback to help us improve our service. If you 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 services. These complaints may be about:

• Unreasonable delay.
• Inadequate service, explanation or reasons.
• Legal error.
• Factual error in decision making process.
• Human error.
• Procedural deficiency.
• Discriminatory action or decision.
• Flawed administrative process.
• Inadequate knowledge/training of staff.
• Unprofessional behaviour by an officer.
• Breach of duty/misconduct by an officer.

Breach of duty/misconduct by an officer.

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 promptly. 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 to other options.

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 do so by clicking here.

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.

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 do so online, you may forward it in writing to the following address:

Department of Social Security 38, Ordnance Street Valletta VLT 1021

Social security malta will:

• Show patience, kindness and empathy, considering how you might feel in your circumstances.
• Listen to you, trust you and treat you as an individual.
• Speak to you in a way to understand exactly what is required from you.
• Treat everyone with equality, fairness and without discrimination.
• Provide support throughout your application process, keeping you informed and explaining the steps and reasons behind them.
• Ensure that our staff possesses extensive knowledge about social security to help you receive the entitlements you deserve.
• You also have the right to have someone you trust to support you.
• Make decisions consistently and accurately, striving to get them right the first time.
• Guide you on wrong decisions that you might be taking now that will effect your future.
• Be transparent and provide clear explanations for decisions, including guidance on what to do if you disagree.
• Timely and accurately process payments, ensuring you receive the correct amount.
• Provide appropriate referrals to other organizations, services or resources that can contribute to improving your well-being or financial situation.
• Inform you if we believe you might be entitled to benefits not administered by Social Security Malta.
• Recruit individuals who prioritize delivering a service based on equality, respect, dignity and human rights.
• Provide timely and user-friendly services.
• Provide you with effective work processes.

Social Security Malta will:

• Listen, learn, and improve by taking responsibility for mistakes and valuing feedback, and appealing decisions.
• Encourage you to provide feedback, explain the complaint process, and make every effort to rectify any issues.
• Involve individuals using the service in measuring its effectiveness, including assessing adherence to the commitments ooutlined in Our Charter.
• Ensure that staff members are well-trained, supported, and equipped to perform their duties effectively.
• Ensure that staff members understand the diverse needs of indivduals and the barriers they may face, ensuring that no one experiences discrimination based on their identity.
• Encourage staff members to speak up when they believe improvements can be made to enhance the quality of service.
• Foster a workforce that reflects the diversity of the people of Malta.
• Foster a culture of trust through openness and transparency.
• Collaborate with other organizations to ensure that services and policies are coordinated to provide the best possible assistance and support.
• Encourage other organizations working in social security to adopt the approach described in Our Charter.
• Establish services in locations that are accessible and inclusive, ensuring a welcoming environment for everyone.

Social security malta will:

• Show patience, kindness and empathy, considering how you might feel in your circumstances.
• Listen to you, trust you and treat you as an individual.
• Speak to you in a way to understand exactly what is required from you.
• Treat everyone with equality, fairness and without discrimination.
• Provide support throughout your application process, keeping you informed and explaining the steps and reasons behind them.
• Ensure that our staff possesses extensive knowledge about social security to help you receive the entitlements you deserve.
• You also have the right to have someone you trust to support you.
• Make decisions consistently and accurately, striving to get them right the first time.
• Guide you on wrong decisions that you might be taking now that will effect your future.
• Be transparent and provide clear explanations for decisions, including guidance on what to do if you disagree.
• Timely and accurately process payments, ensuring you receive the correct amount.
• Provide appropriate referrals to other organizations, services or resources that can contribute to improving your well-being or financial situation.
• Inform you if we believe you might be entitled to benefits not administered by Social Security Malta.
• Recruit individuals who prioritize delivering a service based on equality, respect, dignity and human rights.
• Provide timely and user-friendly services.
• Provide you with effective work processes.