Crossed lines thwart grant system

The South African Social Security Agency's new voice-recognition system has caused confusion among the elderly.

The proof-of-life verification system, which all pensioners need to adhere to monthly, uses an automated voice-recognition system that verifies the identity of beneficiaries using pin codes.

Sassa has modelled the programme on systems used internationally as a means to halt corruption and fraud.

Pensioners from Tongaat and Chatsworth have experienced problems with the system, which requires them to make a verification phone call every month before their social grants are paid.

The pensioners say they were not informed of the change in the process and are worried about providing their personal information over the phone.

In an interview, one of the pensioners said the new system was confusing and left them worried about the safety of their money.

"All of us here rely solely on this money. Some of us have no phones and have to go to a friend's house every month to make a phone call."

Another senior citizen, who takes care of his mute sister, said he had made the call on her behalf.

"She can't talk and she relies on that money for her income, so I had to help her. I did it and it was successful. [But] how can we trust an answering machine?"

One woman said she, too, had made the call but kept being cut off.

She eventually gave up but found that her money was still paid into her Sassa account.

Tongaat councillor Brian Jayanathan said bombarding the elderly with new technology was not the route to take. "They are at a time in their lives where they want some peace. A lot of the elders are not educated and become confused by the [new] ideas."

But Sassa KwaZulu-Natal's director of communications, Vusi Mahaye, said a campaign had been launched by the department to inform the public of the new system.

He said for those who were unable to speak, thumb prints were taken as an added measure.

"If you are disabled and not capable of coming to a pay point, you can appoint someone as your second who can make the verification for you."

Mahaye said it was "impossible" for people to be paid their social grants if the voice verification process had not been completed or if pensioners had experienced problems with the system.