Every day before the SASSA office in Umlazi, located on the sidewalk, a large number of people gather with blankets and folding chairs starting at 4 am to submit applications for benefits. However, they are repeatedly sent home after hours of waiting because staff cite issues with water supply and unusable toilets.
For residents of areas such as Umlazi, Isipingo, Ngongameni, Bluff, Chatsworth, and Wentworth, this local office is the only one handling benefit applications. When the Sunday Tribune.co.za arrived at the site on Wednesday at 2 pm, staff refused applicants, claiming there was a water supply interruption.
Upon inspection of the locked toilets, it was noted that water was leaking from a burst pipe. Both men's and women's toilets were closed due to their extremely unsatisfactory condition. According to applicants, the toilets had been closed for three months.
Service Issues
Applicants reported that the office often turned people away after lunch due to municipal water supply problems and broken toilets, which staff described as a health hazard. Faith Ngcobo, 29, a child care benefit applicant from Ngongameni, stated that she had stood in line four times at SASSA offices without success. She noted: 'I came as early as 4 am, but I was sent home by noon. Every time we got close to the entrance, staff told us they had reached the daily limit of 50 people.'
Ngcobo emphasized that such treatment was unfair to her and other applicants facing this issue. She added: 'Some of us borrow money to come here. Going home without help is devastating and unacceptable. The government must do something about this SASSA office.'
Candice Chetty, another applicant, reported that when she arrived at 4 am, her queue number was already 65. By 1 pm, she still had not received her child benefit. Chetty stated: 'I am being moved from place to place. Today is my fifth time here. It is completely unfair to us as applicants because we leave home early but do not receive help when we reach the SASSA offices.'
Siboniso Mkhlongo, an applicant for disability benefits, reported visiting the offices three times but receiving no assistance. He claimed: 'The problem is that the staff are too lazy. At one o'clock, one staff member leaves and tells us they cannot help everyone, but if we decide to stay, that's our choice. This happens even if there are not yet 50 people in the office.'
Mkhlongo expressed that this was unfair since many depend on SASSA. He noted: 'Many are unemployed and cannot afford to go back and forth.'
Responses from SASSA
In response to questions about the official operating hours of the local Umlazi office, SASSA representative in KZN, Mbizeni Mdlalosa, stated that all their offices operate from 7:30 am to 4:00 pm on weekdays. He explained: 'It is impossible to predict the service time for recipients. It also depends on the type of service the person requires. We have contacted our stakeholders, including the eThekwini municipality, regarding the water. It appears that water is a problem in this area, which increases hygiene risks.'
Mdlalosa reported that they have decided to look for alternative offices that are currently being prepared. When asked about the average waiting time for in-person review or benefit application at this branch, he replied that it depends on whether the person has all the necessary documents and usually takes one day. However, he added: 'But some recipients ignore our communication, which leads to their benefits being investigated, causing delays in processing and restoration of their benefits.'
Mdlalosa mentioned that they plan to move to new offices in December. He also explained that general checks cannot be conducted online, but life certification is available through the E life certification online portal. If applicants are not receiving help at the Umlazi offices, they can contact the nearest alternative SASSA offices: Lamontville Sizakala Center, Wentworth WOW centre, Mnini Thusong Centre, Durban Station, and Nsimbini in Folweni.
In conclusion, Mdlalosa pointed out that the Umlazi offices face the most serious problem—metal scrap thieves who steal copper pipes, which causes water interruptions.