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Updated online Contact Us form

28/06/2022 | Latest News

The Department of Social Security has updated the online contact form that citizens can use to send queries to the department. These queries will now be included as part of the customer care system (CRM – Customer Relationship Management) as well as the department’s customer care system. This will track all the information and manage interactions between our customer care service office and customers.

The objective of the online contact form is to give a better customer experience and to improve the way citizens contact the Department of Social Security. This will be achieved by consolidating all points of contact into a single online contact form. Rather than citizens sending their questions via email, they will be handled through the online contact form. Citizens will be asked to specify the benefit or service in question, in addition to their identity card number, name, surname, email and contact number.

The benefits of this new process are:

  1. To automate the process and eliminate the various points of contact. Accordingly, because of the large number of queries raised through the online form, the process must be as automated as possible.
  2. Ensure that all queries that bypass the helpdesk are included in the CRM as well as the department’s CRM to achieve real-time and synchronized query resolution.
  3. Customers will have just one point of contact from to submit their queries to the department. This will make it easier to monitor the number and the nature of the queries submitted.

After submitting the query, the customer will receive an email with the case number reference and details about the query, where it is easier for the client to follow-up. Depending on the nature of your question, the customer service team will respond as soon as possible. Click here to access our online contact us form.