Eskom has defended its customer service operations on the KwaZulu-Natal South Coast, stating that it already provides support through hubs, kiosks, and digital platforms, and has no plans to open additional permanent offices in the area.

This comes after the Democratic Alliance (DA) in Ugu South launched a petition calling for a fully functional Eskom office to address what it describes as unacceptable service failures.

Eskom explained that many of the electricity disruptions in the region are caused by criminal activity. “The frequent power outage problems experienced in the South Coast are unfortunately rooted in cable theft. This often results in complicated long-duration faults,” the utility said.

“Eskom is engaging various role-players, communities, SAPS, private security, and stakeholders to resolve these issues. Eskom informs customers of long-duration outages via SMS campaigns, updating them on the progress of the outages. Furthermore, messages are posted on social media to keep customers informed. We also interact directly with stakeholders and councillors to provide real-time information as best as possible.”

In response to the DA’s demand for a new office, Eskom stated that it already operates facilities in the area. “Eskom has Customer Service Hubs situated in Margate and Park Rynie on the South Coast. Additionally, there are telephone kiosks located at our five Customer Network Centres (Technical Services office) across the South Coast where customers can make calls at no cost to the Contact Centre. These are very well utilised,” Eskom said.

“There are no plans to establish further permanent offices on the South Coast, but to improve service, Eskom is rolling out mobile service units to better reach remote areas and provide these customers with more accessibility.”

The utility added that it has invested in expanding digital channels to reduce call waiting times. These include the MyEskom app, WhatsApp chatbot Alfred, USSD services, and its call centre. “Eskom continues to drive maintenance, refurbishment, and enhancement programmes to strengthen and build resilience in our networks,” it said.

“There has been significant investment in digital channels and human contact channels through our recent Hubs on Wheels deployments, where fully-kitted customer hubs are driven into communities seeking assistance.”

The DA petition, launched on 8 September, argues that South Coast residents are being failed by the existing systems. DA councillor for Ray Nkonyeni, Stephanie Breedt, stated: “Currently, residents are forced to rely on Eskom’s WhatsApp bot ‘Alfred’ or endure hours-long waiting times on the call centre for assistance. For communities that are already plagued by frequent and prolonged power outages, this lack of direct and responsive customer support is both unacceptable and unsustainable.”

She noted that local technical teams also face delays. “Technical repair teams face unnecessary delays as spare parts have to be sourced from Pinetown or Pietermaritzburg. With no 24-hour emergency contact line available for residents, communities are left in the dark.”

Breedt added: “It is deeply unfair that Eskom continues to demand steep electricity tariff hikes while delivering less service. This is especially harsh on cash-strapped pensioners across the South Coast.”

Some residents believe that the closure of Eskom’s office in Shelly Beach has worsened matters. Mrs Twinks Neil, who has lived in the South Coast for 21 years, said: “We could take our accounts to them or any other complaints which would be rectified on the spot. Although I send in my monthly readings via their app, I have had several occasions where the account reflects the incorrect reading. They do an estimate with their thumbs. In all cases, it is an overcharge.”

Neil added that outages had also compromised water supply. “We have had 27 plus days of no water as Eskom had a problem with the power that supplies the pumps at the filtration plant. I am 81 years old and have to carry buckets of rainwater into my house. Shocking. I am not the only gogo living here.”

The DA says its petition, titled “Petition To Get An Eskom Office in Ugu South,” is intended to give communities direct access to accountability structures. Eskom, meanwhile, maintains that existing hubs and mobile services are adequate while efforts continue to combat cable theft and vandalism

THE MERCURY

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