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We value your feedback to help us improve our service. If you, as a Maltese or non-Maltese national wish to submit a compliment, 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.<\/p>\n
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The complaints management process looks into complaints from the public about the Department of Social Security service(s). These complaints may be about:<\/p>\n
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If you wish to propose a suggestion, make a compliment or submit a complaint, you can use the below online form.<\/p>\n
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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\u00a0 help resolve the issue as promptly as possible. If you provide feedback anonymously, we won\u2019t be able to respond to you. However, this can still guide us on identifying a flaw in the process.<\/p>\n
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We aim to resolve complaints within ten (10) working days. If we cannot resolve your complaint, we\u2019ll explain why and guide you know to other options.<\/p>\n
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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<\/a>.<\/p>\n \u00a0<\/strong><\/p>\n All reports of suspected fraudulent activity committed against the Department of Social Security, will be investigated. If you report suspected fraud or misconduct<\/a>, 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<\/a>.<\/p>\n <\/p>\n The Department of Social Security (DSS) is keen to learn about the online services which citizens desire most. This information enables us to prioritise our development efforts and focus on services that will have the greatest impact on the public. By engaging with citizens through feedback, the DSS can identify areas for improvement, prioritise development efforts and tailor its online services to meet the diverse needs of the population effectively.<\/p>\n The significance of feedback cannot be emphasized enough. It offers our department invaluable insights into the difficulties and issues that citizens encounter when using our online services. Whether it’s a recommendation to improve the user interface, a proposal to incorporate certain services, or observations about current features, each element of feedback plays a crucial role in shaping a more user-centered online service.<\/p>\n <\/p>\n We would love to hear your thoughts, concerns or problems so we can improve or continue providing a great service!\u00a0<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_code _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]How to report a suspected fraud or misconduct against the Department of Social Security<\/h3>\n
Online Services Feedback<\/h3>\n
Feedback, Compliments and Complaints Form<\/h3>\n