Johannesburg: Eskom is launching a new customer service model that includes mobile customer hubs and pop-up service points throughout communities to improve access to customer support and bring services closer to where customers live and work.
According to South African Government News Agency, customers will have access to services through 'Hub-on-Wheels' units, community pop-ups, self-service platforms, and selected permanent customer service hubs. These mobile offerings complement Eskom's existing brick-and-mortar facilities, which continue to operate in strategic and accessible areas. Permanent customer service offices are scheduled to progressively resume operations, officially reopening from 1 February 2025, with additional locations to be announced.
Eskom stated that as customer expectations evolve and the company deepens its operational and community programs, this hybrid model offers quicker access to assistance, supports service improvements, and creates more opportunities for direct customer engagement. Agnes Mlambo, Eskom Distribution Acting Group Executive, emphasized that this initiative reflects Eskom's commitment to meeting customers where they are by transitioning from a static service model to a dynamic, customer-centered approach.
The first provinces to experience the Hub-on-Wheels and pop-up engagements will be Limpopo and the North West this month, with the schedule for the rest of the country to be communicated through Eskom's official channels. Despite the reopening of permanent offices on 1 February, mobile engagements will continue throughout the month and beyond. The monthly schedule will be updated regularly to ensure predictable and reliable visits, with the goal of reaching communities at least once per month while permanent offices remain available for in-person support.
Eskom plans to activate additional provinces and announce them over the coming weeks, aiming to share a national schedule, including the full list of operational walk-in centers, by the end of January. Digital platforms and self-service tools will remain available for customer use, allowing them to log service requests, submit applications, or report faults through various channels, including the Eskom Customer Application Tool, WhatsApp, or the Eskom Contact Centre.
Eskom reiterated its commitment to improving the customer experience through accessible service channels, modernized support systems, and deeper engagement with communities across South Africa.