An official from the South African Social Security Agency (Sassa) has been placed on leave after a viral video surfaced, capturing a heated confrontation between the employee and grant recipients at the Dundee local office in KwaZulu-Natal.
The agency has launched a formal investigation to address the incident, which has sparked public concern over service standards.
The video, filmed by a client, shows the official engaging in a tense exchange, including raised voices and defiance towards those seeking assistance. In the footage, a client accuses the official of being unhelpful since their arrival, prompting the official to respond in a manner perceived as combative.
The situation escalated as clients vowed to report the behaviour, with the official dismissively encouraging them to do so.
In response to the incident, the KwaZulu-Natal Department of Social Development’s MEC, Mbali Shinga, conducted an on-site visit to the Dundee office on Monday to assess the situation firsthand. Shinga commended Sassa for its swift action in addressing the matter and emphasized the agency’s zero-tolerance stance on misconduct.
“We want to reassure the public that incidents of this nature are being taken very seriously. The investigation will be thorough, and we are committed to holding those responsible accountable.
Today, operations at the office are back to normal, and we’ve reassured clients that decisive action is being taken,” Shinga stated.
Shinga also confirmed that the official has been placed on leave to ensure the investigation proceeds without obstruction. If the investigation exceeds the leave period, the employee will be temporarily assigned to another office. The inquiry is expected to conclude within a month.
In a show of compassion, Shinga revealed that the department has taken steps to trace and engage with the affected client to understand their perspective.
Sassa regional spokesperson Sandy Godlwana also reiterated the agency’s regret over the incident, apologizing for the distress caused to clients. “Sassa is deeply committed to fostering a caring culture that aligns with our Code of Conduct, Batho Pele Principles, and values of dignity and respect. Disciplinary action will be taken against any employee found to have breached these standards,” she said.
To prevent future incidents, Sassa management will intensify monitoring at the Dundee office and implement measures to strengthen service delivery. A senior management team has been dispatched to evaluate the office’s operations and make necessary improvements.
Godlwana encouraged the public to utilize official channels for complaints, including suggestion boxes, on-site supervisors, or the agency’s direct contact lines. “We want to ensure that clients feel heard and respected when they visit our offices,” she added.
