SASSA Cracks Down on Illegal Sale of Queue Spots to Protect Vulnerable Beneficiaries

The illegal sale of queue positions—where individuals reportedly charge beneficiaries for earlier access to services—has become an increasing concern at several SASSA service points across the country.

The South African Social Security Agency (SASSA) has issued a strong warning against the growing illegal practice of “selling” queue positions outside its offices, describing it as a criminal and exploitative activity that preys on some of the country’s most vulnerable citizens.

In a statement released on Thursday, SASSA CEO Themba Matlou condemned the practice in the strongest terms, highlighting its impact on elderly beneficiaries, people living with disabilities, and low-income individuals who depend on social grants for survival.

“This mushrooming scourge is unacceptable, unlawful and a serious exploitation of vulnerable members of society,” Matlou said. “We cannot allow this to continue at the doorsteps of our offices, where it creates the impression that we are complicit.”

Exploitation at the point of access

The illegal sale of queue positions—where individuals reportedly charge beneficiaries for earlier access to services—has become an increasing concern at several SASSA service points across the country.

The practice not only undermines fair access to services but also places additional financial strain on grant recipients, many of whom already face significant economic hardship.

Particularly troubling, according to SASSA, is the targeting of elderly citizens and persons with disabilities, who may struggle to stand in long queues or navigate crowded service environments.

Accountability and enforcement measures intensified

Matlou made it clear that SASSA will take decisive action against all individuals involved in the scheme, including any internal officials who may have enabled or failed to prevent such activities.

“We will not hesitate to act against those perpetrating these acts, as well as any SASSA officials who may have created fertile ground for this exploitation,” he said.

To combat the issue, the agency is strengthening collaboration with law enforcement authorities to ensure that perpetrators are identified, investigated, and prosecuted.

Enhanced security measures are also being rolled out at SASSA offices, with a focus on monitoring entry points and preventing unauthorised interference in queue systems.

Systemic challenges acknowledged

While condemning the illegal practices, SASSA also acknowledged that operational challenges at some of its offices have contributed to long queues and service delays—conditions that can create opportunities for exploitation.

These challenges include high beneficiary volumes, infrastructure limitations, and broader systemic inefficiencies within service delivery processes.

“We acknowledge the challenges experienced in ensuring effective and seamless service delivery, which are compounded by systemic issues,” Matlou said.

Queue management reforms underway

In response, SASSA is accelerating efforts to modernise and improve its queue management systems, with the aim of ensuring fair, transparent, and efficient access to services.

Key interventions include:

• Strengthening structured queue systems at local offices

• Reinforcing priority service channels for elderly persons and people with disabilities

• Improving staff deployment and service flow management

• Enhancing oversight to prevent manipulation of queues

These measures are expected to reduce waiting times, improve beneficiary experience, and eliminate opportunities for exploitation.

Digital solutions to reduce physical visits

As part of its broader modernisation strategy, SASSA is also encouraging beneficiaries to utilise digital platforms to minimise the need for in-person visits.

The agency highlighted its self-service online portal and the eLife Certification system as key tools that allow beneficiaries to verify their details remotely when required.

By shifting more services online, SASSA aims to:

• Reduce congestion at local offices

• Lower transport costs for beneficiaries

• Improve efficiency and turnaround times

• Enhance accessibility for those unable to travel

“These platforms are designed to provide convenience and dignity to our clients, while easing pressure on our physical service points,” the agency noted.

20 years of social assistance amid evolving challenges

The crackdown comes as SASSA marks its 20th anniversary of providing social assistance to millions of South Africans.

Over the past two decades, the agency has played a critical role in poverty alleviation, with social grants supporting over 18 million beneficiaries nationwide, including older persons, children, and people with disabilities.

However, rising demand and evolving socio-economic pressures have placed increasing strain on service delivery systems—necessitating both operational reforms and stricter enforcement against abuses.

Restoring dignity and trust in service delivery

SASSA emphasised that protecting beneficiaries from exploitation remains a top priority, and that ongoing reforms are aimed at restoring trust, dignity, and fairness in the system.

“We remain committed to improving, dignified and efficient services to our clients,” the agency said.

As enforcement measures intensify and digital solutions expand, officials are hopeful that the combined approach will not only curb illegal practices but also transform the overall beneficiary experience.

tags: SASSA, social grants, queue exploitation, Themba Matlou, service delivery, social security, vulnerable groups, digital services, South Africa, public sector reform