Sassa expands digital access with WhatsApp channels, kiosks and free Wi‑Fi

The South African Social Security Agency (Sassa) is rolling out a package of digital services including WhatsApp support, self-service kiosks and free Wi‑Fi at offices to cut queues and make grant services more accessible, the agency said after a media briefing in the Eastern Cape.

Services moving online

Sassa outlined a modernisation programme during a media engagement on Thursday. The programme includes improvements to online application processes, electronic verification systems and integration of information systems with other government institutions.

The agency said its online platform already allows beneficiaries to submit new applications, change payment details and complete e‑Life Certification.

Sassa has also launched WhatsApp channels for Social Relief of Distress (SRD) and social grant enquiries, plus a separate channel for beneficiaries to check review statuses. In a statement, Sassa said:

“These interventions enable beneficiaries to submit enquiries and receive assistance both before and after submitting applications, without the need to visit a Sassa office in person.”

Kiosks, Wi‑Fi and a mobile app

The agency is rolling out self‑service kiosks at its offices, and said more advanced kiosks are planned for strategic locations across the country by the 2027/28 financial year.

Sassa has introduced free Wi‑Fi at its offices to help beneficiaries who have smartphones but limited internet access use its digital platforms. The agency said:

“Through this initiative, beneficiaries can access online applications, the Sassa WhatsApp platform, and other digital support services while visiting our offices.”

Sassa is also developing a mobile application, which it expects to launch during the third quarter of the current financial year.

Access, support and fraud prevention

Sassa said the digital changes aim to reduce the need for beneficiaries to repeatedly visit local offices, help detect fraud, process applications more efficiently and improve accuracy. The agency noted the transformation is intended to protect the social grant system through stronger verification and fraud‑prevention measures.

Sassa administers social grants to approximately 19 million permanent beneficiaries every month, the agency said. Sassa chief executive Themba Matlou said the agency wanted to build a modern Sassa that provides services that are

“accessible, secure and citizen‑centred”.

Human support will remain

Recognising digital barriers, Sassa acknowledged that some beneficiaries may face challenges with internet access, connectivity or digital literacy. The agency emphasised that digital services will not replace in‑person help. In its statement, Sassa said:

“Digital transformation will not replace human support. Rather, it will complement and strengthen existing service channels while ensuring that no vulnerable citizen is left behind.”

Sassa encouraged beneficiaries in the Eastern Cape to use alternative methods to access services instead of travelling to Sassa offices and asked beneficiaries to ensure the agency has their correct cellphone numbers to receive important notifications.