- Eskom introduces a hybrid customer service model combining mobile hubs, community service points, digital platforms and permanent offices.
- Permanent customer service offices will reopen from 1 February 2026, alongside continued mobile engagements.
- The initiative aims to improve customer access, responsiveness and community engagement across South Africa.
Eskom has announced the rollout of a new customer service model designed to bring support closer to communities through scheduled mobile customer hubs and temporary community service points. The initiative represents a significant step in improving access to services and strengthening engagement with customers across the country.
The model combines mobile customer hubs, community based service points, digital service platforms and selected permanent customer service offices. These mobile and temporary services will operate alongside existing physical offices located in strategic and accessible areas. Eskom confirmed that permanent customer service offices will progressively resume operations, with official openings from 1 February 2026 and additional locations to follow.
According to Eskom, the hybrid approach responds to changing customer expectations while supporting the utility’s broader operational and community focused programmes. By offering multiple service channels, Eskom aims to reduce response times, improve service delivery and increase direct interaction with customers.
“This initiative reflects Eskom’s commitment to meeting customers where they are,” said Agnes Mlambo, Acting Group Executive for Eskom Distribution. “We are moving from a static service model to a more dynamic and customer focused approach. Through digital services, mobile hubs, community service points and in person support, we are improving access to services when and where it matters most.”
Mobile hub and community service point engagements will begin in Limpopo and North West in January, with detailed schedules to be shared through Eskom’s official communication channels. While permanent offices will open from 1 February, mobile services will continue throughout the month and beyond. Eskom plans to publish updated monthly schedules to ensure predictable visits, with the goal of reaching communities at least once a month while permanent offices remain available.
The utility is also activating additional provinces, which will be announced in the coming weeks. A national schedule, including a full list of operational customer service centres, is expected to be released by the end of January.
Eskom encourages customers to make use of all available service channels, including community based service points, mobile customer hubs, permanent customer service offices and digital platforms.
Customers can log service requests, submit applications or report faults via the Eskom Customer Application Tool at https://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.
Author: Bryan Groenendaal
