On August 8, 2022, the Vietnam Social Security (VSS) issued Official Letter No. 2149/BHXH-CNTT to the attached units, social security agencies of provinces and centrally-run cities on the receipt and handling of complaints and recommendations of the people regarding information on the VssID application.

Strengthen the reception and handling of people's complaints and recommendations about the VssID application

The official letter stated, VssID - Digital Social Insurance is an information service application on the mobile device platform of the VSS, officially issued by the General Director in Decision No. 2203/QD-BHXH dated August 3, 2022. Currently, the VssID application is providing information on payment and entitlement to social, health and unemployment insurance; performing online public services. Health insurance participants are able to use the image of the health insurance card on the VssID application for medical treatment at health facilities covered by health insurance nationwide. With the implementation of the VssID application, the whole industry has achieved numerous remarkable results.

Specifically, to date, nationwide, there has been more than 26.3 million individual electronic transaction accounts with the social security agency registered and approved (used to log in and use the VssID application), including 737,807 people with 1,354,110 turns of using the image of the health insurance card on the app to provide medical care for health insurance, more than 2 million turns of electronic transaction records sent from the app.

However, during the implementation of the VssID application, it is reflected that the information on the VssID application is not accurate (the participation process is incomplete, the medical history information of health insurance is inaccurate, etc.); when it is reported to the social security agency (via the Call Center/hotline, Fanpage on Facebook, Zalo Official Account, Portal System or directly at the department to receive dossiers and return administrative procedure results), they have not been fully and promptly handled, leading to frustration and dissatisfaction for the people.

Therefore, in order to overcome the above situation, the VSS requests the heads of the units under the VSS, the Directors of the social security agencies of the provinces and cities directly under the Central Government (provincial social security agencies) to seriously implement the following contents:

One, for the Customer Care Centers of provincial social security agencies, once people's complaints are received regarding incorrect information on the VssID application, they should immediately be checked on professional software, coordinate with the participant management unit to verify information; the agencies shall correct and immediately handle false information (if it has been correctly verified). Responses to the people must be sent the latest after 01 working hour; for complicated cases, they must schedule a response time and actively contact people again. In case, after comparing and verifying information, it is discovered that there are signs of profiteering from the social, health and unemployment insurance funds, inspection and examination shall be carried out in accordance with regulations.

Two, for the Department of Social Insurance Book and Health Insurance Card and the Departments of Social and Health Insurance Implementation, the task is to appoint a focal point and permanent staff to coordinate with the Customer Care Center to quickly answer questions related to participant information, settle social insurance benefits, payment of costs of medical care covered by health insurance.

VSS' officials are guiding and supporting people about the VssID application

Three, for social security agencies of provinces: Request collecting staff to handle social insurance benefits and assess health insurance to perform a review on assigned software to monitor and manage to ensure the management of people's information participation and settlement of social insurance benefits, payment of medical expenses, and health insurance premiums are implemented in accordance with the process prescribed by the VSS, avoiding the lack of the process of participating in social, health and unemployment insurance (as the book has not been closed and the time has been added up to participation time in the old units and the employee's current participating unit), lack of information on beneficiaries of social insurance benefits, medical history of health insurance, or inaccurate information.

Four, for cases that have verified the accuracy of information reported by the people, however, the provincial social security agencies cannot adjust it on the professional software system, please contact the VSS (via the Information Technology Center) to be coordinated and resolved.

The head of the VSS also requested that heads of affiliated units and directors of provincial social security agencies thoroughly direct contingent of civil servants, public employees and contract workers of the units to seriously implement, without pushing responsibilities in terms of receiving and handling complaints and recommendations from the people./.