Report a Payment not Received

Overview

A beneficiary can submit a report that a Social Security Benefit Payment has not been received or credited, else request information according to the payment status linked to the different payment method types – Cheque, Direct Credit and Energy Credit.

What you’ll get

1. Submit an online Report for a Social Security Benefit Payment made by cheque not Received:

The user can select a Cheque payment with current status set as Issued or Paid from at least one (1) day past the payment date.
Upon selecting ‘Not Received?’ the user will be prompted to insert the email address
Once clicking on ‘Submit Report’ the user triggers the stop payment process.
A notification by email will be sent to user informing that the report has been placed at the Department of Social Security.

The beneficiary, or the administrator responsible for the beneficiary, may opt to fill a declaration at the respective servizz.gov hub stating that the cheque is lost, thorn or it cannot be encashed.

Thereafter:

A stop payment report is automatically submitted by the servizz.gov agent online to initiate the process.
The Department of Social Security checks with the Central Bank of Malta the status of the cheque.
In case of a lost cheque, if it is found to have been encashed, the stop payment report is sent back to servizz.gov hub and claimant is informed accordingly. If the beneficiary, or the administrator responsible for the beneficiary, believes that the cheque was not encashed by his/her ownself then one needs to visit a servizz.gov hub to confirm the signature on the cheque image. If the signature on the cheque image does not belong to the beneficary or the entrusted person who is the administrator of the beneficiary, the servizz.gov agent files an online report for a cheque cashed by third parties so as to start an investigation.
However, as per Central Bank of Malta regulations, if the cheque amount is less than twenty euro (€20), a cheque cannot be issued and hence the beneficiary must provide an IBAN, otherwise the beneficiary cannot receive the payment.

This procedure normally takes from ten (10) to fifteen (15) days to be finalised, unless an investigation is requested. If the lost cheque is found by the claimant prior to replacement, the claimant is to inform the servizz.gov agents immediately.

2. Submit an online Report for a Social Security Benefit Direct Credit Payment or Energy Benefit Credit not credited:

The user can select any transaction payment from the list of payments.
The respective payment details will be displayed.
Upon selecting ‘Not Received?’ the user will be prompted with further information on the transaction. The user can opt to request more information by entering the email address and press the ‘Request for Information’ button.
A notification by email will be sent to the beneficiary to be informed that the request has been placed at the Department of Social Security.

The claimant, or the administrator responsible for the beneficiary, can opt to fill a declaration at the respective servizz.gov hub stating that the Direct Credit for a Social Security Benefit or Energy Benefit Credit was not received.

Thereafter:

Once issue is resolved, claimant needs to re-apply for direct credit.
If it is found that the claimant is no longer entitled for the benefit/pension, the claimant is informed through a letter.
In the case of Energy Credit Benefit, the department checks whether the claimant is still entitled and claimant is informed accordingly.

Eligibility

General eligibility criteria:

A person in receipt of any benefit, allowance or pensi
A active e-ID account issued by the Maltese agency Identità to submit a report online.

How to apply

Submit a report online.

If while trying to access this online service you encounter an issue or need assistance to access this service, support is available through our helpdesk:

Visit our Contact Us page, select ‘Report a Payment not received’ from the drop-down list under the mySocialSecurity cluster, and provide the details of your issue, or
Book a Microsoft Teams call with a member from the Information Management Unit.