Every weekday, a large number of people gather outside the SASSA office in Umlazi, bringing blankets and folding chairs, as grant applicants queue up from early morning. However, they are repeatedly turned away after waiting because staff cite shortages of water and unsafe toilets.
For residents of Umlazi, Isipingo, Ngonyameni, Blaff, Chatsworth, and Wentworth, this office is the only local point handling grant applications. When the publication sundaytribune.co.za arrived at the site on Wednesday at 2:00 PM, staff refused applicants, claiming there was a water supply interruption.
When the journalist checked the locked toilets, it was observed that water was spraying 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 turns away visitors shortly after lunch due to municipal water scarcity and broken toilets, which staff described as a health hazard. Faith Ngkobo, 29, a child care benefit applicant from Ngonyameni, stated that she stood in line four times at SASSA offices without success. She said: 'I came as early as 4 AM, but I was sent home by noon. Every time we approached the entrance, staff told us they had reached the daily limit of 50 people.'
Ngkobo emphasized that such repeated rejection 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 awful and unacceptable. The government must do something about this SASSA office.'
Candice Chetty, another applicant, reported that when she arrived at 4 AM, her number in the queue was already 65. By 1:00 PM, she still hadn't received her child benefit. Chetty shared her experience: 'I am sent from one place to another. Today is my fifth time here. It is completely unfair to us as applicants because we leave our homes early, but we don't receive help when we get to the SASSA offices.'
Siboniso Mkhlongo, an applicant for disability benefits, reported visiting the offices three times but failing to receive assistance. He claimed: 'The problem is that the staff are too lazy. At one o'clock, one employee leaves and tells us they cannot help everyone, but if we decide to stay, that's our choice. This happens even if there aren't 50 people in the office.'
Mkhlongo noted that he considered this unfair since many depend on SASSA. He added: 'Many are unemployed and cannot afford to travel back and forth.'
SASSA Responses
In response to the question about the official operating hours of the local Umlazi office, SASSA representative KZN Mbizeni Mdlalosa stated that all their offices operate from 7:30 AM to 4:00 PM on weekdays. He explained that it is impossible to predict the service time for recipients as it depends on the type of service required. Mdlalosa reported that they have engaged with their stakeholders, including the eThekwini municipality, regarding water. He acknowledged that the water problem in the area exists and increases the risk of hygiene violations.
Mdlalosa also mentioned that they have decided to look for alternative offices that are currently being prepared. When asked about the average waiting time for personal application review or grant receipt 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 that some recipients ignore their messages, leading to their grants being flagged for review, causing delays in processing and restoration.
Mdlalosa mentioned that a move to new offices is planned for December. He clarified that general checks cannot be conducted online, but life certification is available through the E life certification online portal. If applicants do not receive assistance 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 reported that the Umlazi offices are facing the most serious problem from scrap metal thieves who steal copper pipes, which leads to water supply interruptions.
