Our Charter
Our Charter serves to define our guiding principles, strategic objectives and the responsibilities we uphold towards our citizens. It is intended to provide you, as a valued member of our society, with a clear and comprehensive understanding of your rights, obligations, and entitlements, as well as the standards of service you can expect from us under the provisions of the Social Security Act (Cap. 318.).
Through this Charter, we reaffirm our enduring commitment to delivering services that are fair, transparent and responsive to the needs of individuals, families, and communities across Malta. It outlines not only what we aim to achieve, but also how we conduct our operations, make decisions and engage with the public in a manner that reflects professionalism and integrity.
At the core of Our Charter are a set of fundamental values that guide every aspect of our work. These values include accountability, dignity, equality, impartiality, integrity, loyalty, non-discrimination, quality, respect and trust. Collectively, they shape our organisational culture, influence our policies and procedures and define the way we interact with you. We are committed to ensuring that these principles are consistently applied in all services we deliver and in every interaction we have.
This Charter also seeks to promote transparency and accessibility by providing clear information about the services available, the processes involved, and the standards against which our performance can be measured. By doing so, we aim to empower you with the knowledge required to confidently navigate the social security system, access the support you are entitled to, and understand how your needs are addressed.
Furthermore, Our Charter reflects our commitment to continuous improvement. We recognise the importance of listening to feedback, monitoring service delivery, and adapting to the evolving needs of society. By fostering an open and collaborative relationship with citizens, we strive to enhance service quality, strengthen accountability, and build lasting trust.
We believe that an informed and engaged citizen contributes to a more effective and responsive public service. For this reason, we encourage you to familiarise yourself with the contents of this Charter and to make full use of the information provided. In doing so, you will gain valuable insight into your rights and the range of services available to you, helping to ensure a more efficient and constructive engagement with the Department for Social Security.
Together, we can build a strong and meaningful partnership grounded in trust, respect, and shared responsibility. Our collective efforts will contribute to improving the quality of life for all individuals in our society and reinforcing the principles of social justice and solidarity that underpin our work. We invite you to explore this Charter further and discover the key principles, commitments, and service standards that define our approach, by accessing the full document here.
How to make a Complaint
If you wish to 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.
Click here to share your recommendations.