Eskom launches new customer service model with mobile hubs and digital tools
Power utility Eskom has announced it will roll out a new customer service model, including mobile “Hub-on-Wheels” units,
Image: File: Timothy Bernard/ Independent Newspapers
Power utility Eskom has announced it will roll out a new customer service model, including mobile “Hub-on-Wheels” units, community pop-up points, permanent offices, and digital self-service tools.
According to the utility, the move aims to provide faster access to customer support, improve service delivery, and enable engagement with communities through multiple service channels.
Eskom said that mobile hubs and pop-up points will start operating in Limpopo and North West in January 2026, while permanent offices will reopen from February 1, with additional provinces to be included in the rollout in the coming weeks.
“This initiative reflects Eskom’s commitment to meeting customers where they are. We are moving away from a static service model to a dynamic, customer-centred approach. Whether through self-service, mobile hubs, pop-ups or in-person support, Eskom is improving access to services when and where it matters most,” Eskom Distribution Acting Group Executive, Agnes Mlambo, said.
She added that customers can also use digital platforms, including the Eskom Customer Application Tool and WhatsApp service “Alfred,” to log service requests, submit applications, or report faults, and that having account and meter details ready will help speed up assistance.
"Customers can log service requests, submit applications or report faults via the Eskom Customer Application Tool at connect.eskom.co.za, contact Eskom on WhatsApp Alfred at 08600 37566, or call the Eskom Contact Centre. To speed up assistance, customers are encouraged to have their account and meter details ready."
Customers are encouraged to use the full suite of service channels available:
- Pop-up service points hosted in community areas.
- Hubs-on-Wheels travelling to towns and villages.
- Permanent customer service hubs and offices opening from 1 February.
- Digital platforms and self-service tools.
mthobisi.nozulela@iol.co.za
IOL Business