Frequently Asked Questions
Question: What is the Department of Social Security committed to?
Answer: The Department of Social Security is committed to delivering a high-quality service to our beneficiaries and customers. We understand that our services have a positive impact on people's lives, and we take our responsibility to assist and serve our customers very seriously.
Question: How does the department ensure beneficiaries receive the benefits and services they deserve?
Answer: Our team of dedicated employees works tirelessly to ensure that our beneficiaries receive the benefits and services they deserve. We are proud to provide excellent customer service and are always available to help with any questions or concerns you may have.
Question: How can I contact the Department of Social Security?
Answer: To get in touch with us, you can visit our website at contactdss.gov.mt or call us at Freephone 153. If you are calling from outside the country, you can reach us at +356 21255153 (Please note that this is not a freephone number).
Question: Where can I find information about customer care services and office locations?
Answer: For more information about our customer care services, including a list of servizz.gov's hubs (formerly known as District Offices) and their operating hours, please click here. If you require customer care services provided through Local Councils, you can find the relevant information here.
Question: How does the Department of Social Security prioritise the welfare of beneficiaries and customers?
Answer: We remain dedicated to your well-being and will continue to serve you with a sense of responsibility that has been a cornerstone of our organization's mission for years. Your welfare is our priority.
Question: What is an e-ID account?
Answer: When a Maltese resident is issued with an Identity card, they can sign up for an e-ID account, giving them access to all government online services.. The Identity Card Unit is the authority responsible for issuing e-ID accounts for an individual residing in Malta.
Question: How do I register for an e-ID account?
Answer: You must contact Identity Malta at firstname.lastname@example.org or by phone at (+356) 25904300 in order to register for an e-ID account and have your email address and Identity Card number verified. You can log in to any online government service after being authenticated.
Question: How do I log in with my e-ID account to submit a Social Security benefit application or access a service online?
Answer: To log in with your e-ID to submit a Social Security benefit application or access a service online, you must key in your Identity Card Number and password as indicated below. You will automatically be redirected to the application or service of your choice. It is of utmost importance that your e-ID password is never shared with other persons, as it holds the key to all your details and requests throughout all government departments and entities. It is adviceable to always log out once you have completed your online submissions.
Question: What should I do if I forget my e-ID password and need to log in?
Answer: If you have forgotten your e-ID password, click 'Forgot Password,' as indicated by the arrow below. You will be prompted to enter a new password, and an email will be sent to your email address or mobile number to confirm your identity.
Question: What should I do if I discover that my personal information is incorrect after logging in with my e-ID to submit an application?
Answer: If upon logging in with your e-ID account you notice that the information showing on screen is not correct, there are two things that you need to identify.
- If it is the Name, Surname or Address that are incorrect, then you need to contact Identity Malta on email@example.com or call (+356) 25904300.
- If the incorrect information is about your email address or contact number then you must update this information by logging in to the site https://eid.gov.mt with your e-ID credentials and change the details from under the Contact Settings section. This is an instant change with the information provided. From this site you can also change your own e-ID password.
Question:Why should I use my e-ID for submitting an application or access a service?
Answer: There are various benefits when using your e-ID account to submit an application or to access a service online. Such advantages include faster, more convenient, and immediate access to services without the hassle of physically attending while waiting in line at a servizz.gov hub. Aside from that, it is a safe way to submit an application or access personal information.
Question:What will I gain by submitting an application online using my e-ID account?
Answer: When submitting an online application through your e-ID account, you will receive an automatic email notification upon submission of the application including a Reference Number related to the application, if you opt to insert your preferred email address during the process. This would be an acknowledgement that the application has been received at the Department of Social Security.
Question:What will I gain by accessing online services using my e-ID account?
Answer: If you are accessing online services by authenticating with your e-ID account, you will be provided with realtime information regarding personal details as held by the Department of Social Security. Changes to your other personal information held by the Department of Social Security can be made using these online services, which can be accessed via mySocialSecurity web app. Also, through the Application Monitoring service, you can also view the status of your application requests.
A new Central Bank directive that came into force on 01/01/2022 will eliminate the use of cheque payments of €20 or less. The new Central Bank regulations on cheques are intended to govern the use of this means of payment while incentivizing people to make use of electronic payment methods.
Question: Will a cheque issued by the Department of Social Security by the 31/12/2021 in the amount of €20 or less be redeemable?
Answer: A cheque issued in the amount of €20 or less with a date up to the end of 2021 will be redeemable. For example, a cheque dated 28/12/2021 has a six-month period up to when it may be cashed, i.e. the bank is obliged to cash that cheque of €20 or less.
Question: Will a payment issued by the Department of Social Security after 31/12/2021 of €20 or less made by direct payment to the bank be affected?
Answer: If a beneficiary is already being paid by the Department of Social Security by direct bank deposit or the banking details held with the Department of Social Security are updated so that a payment can be made by direct bank deposit, a payment issued by the Department of Social Security after 31/12/2021 of €20 or less will not be affected.
Question: Can I verify that my banking details held with the Department of Social Security are up to date?
Answer: You can verify your banking details held with the Department of Social Security through the Web App mysocialsecurity.gov.mt or by visiting one of service.gov hubs.
Question: Can I change my banking details held with the Department of Social Security online or by visiting one of the servizz.gov hubs?
Answer: Through the Web App mysocialsecurity.gov.mt you can change the details of how you are paid. If payments are currently being paid by the Department of Social Security by cheque, you can change the details in order to start receiving the payment by a direct bank deposit. If you are already being paid by a bank deposit, you can change both the bank and the account number, which account must always be a Savings or Current Account, but not a Loan Account. The indicated account must be in the name of the beneficiary. The bank account details provided will also be used for all benefits that you may be currently receiving. You can also choose to receive an SMS notification with the date of the deposit of your benefit.
You can also visit one of servizz.gov hubs to change your banking details held with the Department of Social Security.
Question: What happens, if my banking details held with the Department of Social Security are not updated to receive a social security payment due by direct bank deposit after 01/01/2022 if the payment is €20 or less?
Answer: If your banking details held with the Department of Social Security are not up to date to receive payment by direct bank deposit, a payment which is of €20 or less will not be issued. Thereafter, you will receive a notification letter by post requesting you to update your banking details, online or by visiting one of servizz.gov hubs to change your banking details held with the Department of Social Security. Once the banking details are updated, the department will issue the payment due by a direct bank deposit.
Question: What are the details required for a payment to be made by a direct bank deposit?
Answer: The requested details are the bank branch of your choice in which you prefer that the payment by direct bank deposit, as well as your International Bank Account Number (IBAN), which account, must always be a Savings or Current Account, but not a Loan Account. The indicated account must be in the name of the beneficiary.
By virtue of the amendment to Article 381 of the Code of Organisation and Civil Procedure, Cap.12. of the Laws of Malta, it was established that a garnishee order may not be issued not only on any benefit, pension, allowance or aid referred to in the Social Security Act (Cap.318.) or private pension or any other pension, benefit or allowance issued by the Government or another foreign government, but also on bank accounts which are used in order for beneficiaries to receive the said benefits.
By virtue of this amendment, it has also been established that local banks must ensure that the social benefits received in the beneficiaries’ accounts are not affected by the effect of a garnishee order. In addition, the amendment also stipulates that local banks must open separate bank accounts in which each beneficiary can receive social benefits.
Accordingly, any individual benefiting from a social benefit listed above must, in the event of an garnishee order being issued on his bank accounts, immediately contact his bank in order to release such benefits from the effect of the garnishee order.
Question: Since when did the amendment to the law governing a garnishee order on social benefits come into force?
Answer: As of 29/10/2021, Article 381 of the Code of Organization and Civil Procedure (Cap.12.) has been amended so as not to withhold any benefits against garnishee order. If you have a garnishee order, please inform your preferred bank of the amendment to Article 318 of the Code of Organization and Civil Procedure, so that you can have a bank account issued in your name as required.
Question: What should I do if I receive a garnishee order and am receving a social benefit?
Answer: If you receive garnishee order, you contact your local bank immediately so that your benefits will not be adversely affected by the effect of the garnishee order?
Question: Do I need proof or documentation to be provided to the bank?
Answer: The Department of Social Security will take care to provide the individual with the required documentation so that he can provide it to a bank. It is therefore in your best interest to request the documentation from the Department so that you can provide it to your local bank by calling Freephone 153 or visiting one of the servizz.gov hubs.
Question: What should I do if a garnishee order was issued before this amendment was introduced?
Answer: This amendment will apply to those garnishee orders that have entered into force after the amendment was introduced. In the case of garnishee orders issued before the introduction of this amendment, the individual may still contact the bank so that from the date on which the contact is made, the benefits will cease to be affected by the effect of the garnishee order.
Question: I have money in my personal account other than social benefits, how will these be affected?
Answer: If you have non-social benefits in your bank account, they will be affected by the garnishee order. Only social benefits as stated in the law will not be affected by the effect of the garnishee order.
Question: If I have a bank account in which I receive social benefits and I receive a garnishee order, what will the bank do?
Answer: After contacting the bank, the social benefits should not be affected by the effect of the garnishee order. The law also stipulates that the bank may open another separate account in your name that is used exclusively for social benefit deposits. In this case, you must immediately inform the Department of Social Security regarding the IBAN number of this new account.
Question: Can I receive the benefit by check instead?
Answer: The amendment to the law has been introduced so that any benefit, allowance, allowance or pension paid under the Social Security Act (Cap. 318.), is not seized under a garnishee order. Therefore, the Department of Social Security encourages you to receive your payments in a bank account.
Question: So far, I receive the benefit by cheque. If I have a garnishee order, what should I do?
Answer: If payments are currently being made by the Department of Social Security and you receive a garnishee order, you should immediately contact your local bank so that, as required by law, the bank may open an account in your name that is used exclusively for social benefit deposits.
Question: Will I still receive the benefit by cheque?
Answer: If payments are currently being made by the Department of Social Security by cheque, you can update the details so that you can start receiving the payment by direct deposit at the bank. It is planned that cheque payments will no longer be issued in the near future.
Question: Should the bank withhold my payment, what should I do?
Answer: A garnishee order cannot be issued on any benefit, pension, allowance or assistance referred to in the Social Security Act (Cap.318.), as well as on bank accounts that are used for beneficiaries to receive the said benefits. Hence, you must contact your local bank immediately so that such benefits are released from the effect of the garnishee order. If for any reason after contacting the bank they still withhold your payment, you should immediately notify the Department of Social Security by calling Freephone 153 or visiting one of the servizz.gov hubs.
Question: What should be done in case of a person’s death in Malta?
Answer: Anyone can register a death that took place in Malta and this can be done in person at one of the Public Registry offices. During such visit, the deceased’s identity card would have to be returned. Thus, it is advisable for relatives / friends of the deceased to make a copy of the identity card.
Question: What should be done when a Social Security beneficiary passes away?
Answer: One should submit a copy of the original death or burial certificate online to the Department of Social Security or visit the nearest servizz.gov hub. The death can be reported by anyone, provided that the original death certificate or burial certificate is available.
Question: What are the consequences of failing to report the death of a Social Security beneficiary?
Answer: Failing to report the death of a Social Security beneficiary can have serious consequences.
Question: What is the first step to apply for Social Security survivor benefits?
Answer: Reporting a death is the initial step. The subsequent step is the widow/er’s pension notification issued by the DSS, which requires the provision of an IBAN account number that belongs solely to the surviving spouse.
Question: What happens if the date of death coincides with a payment of Social Security Benefits?
Answer: If the date of death coincides with the payment date, no overpayment is created. However, if the beneficiary received a payment after the date of death or any later months, that payment is considered as an overpayment and would have to be refunded to the DSS by the spouse or heirs.
Question: What happens to a married pension rate if a spouse passes away?
Answer: If the spouse of the pensioner passes away, the pension rate is converted to a single person. However, the pension rate does not change in some cases.
Question: Can the heirs request to receive the balance of Social Security Benefits?
Answer: Any outstanding arrears due to the deceased beneficiary can be claimed by the heirs by filling in and submitting the application online.