However, according to feedback from employees, they have encountered several difficulties when making online appointments. Ms. T.T.N.T from District 12, Ho Chi Minh City, shared that she had tried to make an appointment multiple times but failed as the system showed an error message after she entered the verification code. When she called the Vietnam Social Insurance hotline (number 19009068) for support, the line was constantly busy.
The online appointment system shows an error message after entering the verification code
Others managed to enter the verification code but could not choose their preferred date for submitting their dossier within the month as the system indicated that “the number of appointments has exceeded the specified limit.” Mr. H.T from Hoc Mon district, Ho Chi Minh City, shared that he made an appointment at the end of July 2024, but his turn to submit his dossier was only on October 1, 2024.
Having to wait in the online “queue” for several days, or even one to two months, before their turn to submit their dossier, employees expressed frustration. Mr. D.H.D from Cu Chi district, Ho Chi Minh City, narrated that in January 2024, his sister authorized him to process the withdrawal of her social insurance. During their first appointment, the Cu Chi Social Insurance office requested him to provide additional loose-leaf papers regarding her social insurance participation from August to September 2022.
Mr. H.T successfully made an appointment in July 2024 but had to wait until October 1, 2024, for his turn to submit his dossier
Once he obtained the loose-leaf papers, Mr. D made a second appointment. This time, the social insurance officer informed him that his sister had another unconsolidated book, and they had to process the loss and consolidation of the social insurance book. “Ideally, when receiving the dossier for the first time, the social insurance officer should have informed the employee about any missing or incomplete documents so that they could be supplemented at once. Instead, each time I came, the officer presented a different requirement, causing me to make multiple trips and spend a lot of time. Until now, my sister’s dossier for social insurance withdrawal has not been completed,” Mr. D complained.
This issue is not unique to social insurance withdrawal processes; during a recent dialogue with the Vietnam Social Insurance, a business in Thu Duc City, Ho Chi Minh City, shared that employees also had to wait in the online queue for a long time, ranging from two to three months, when handling other social insurance procedures, which affected their benefits.
Employees taking queue numbers when processing social insurance procedures at Ho Chi Minh City Social Insurance
Sharing about this issue, a representative of Ho Chi Minh City Social Insurance explained that successful appointments would be processed on the scheduled date. The reason employees have to wait for an extended period is due to the limited capacity of the social insurance agency to handle a certain number of dossiers per day. Therefore, if the queue seems long at a particular district or county social insurance office, employees can opt to process their dossiers at the provincial or municipal social insurance offices where they reside to shorten the waiting time.
Additionally, the Ho Chi Minh City Social Insurance will implement a dossier handling flow diversion. Specifically, for dossiers related to social insurance withdrawal, the agency will prioritize those submitted online (as they had an online appointment beforehand), and the physical submissions will be handled afterward.
For dossiers unrelated to social insurance withdrawals, the agency will handle them separately to reduce the waiting time for employees.
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