Complaint handling process
Click on all the images to view the process, for each province
We define a complaint as any expression of dissatisfaction by a customer in relation to the product or service rendered to the customer.
At Eskom, we always try to give our customers the best service, but we may not always meet customers’ expectations.
In an event where you have a complaint, the process below details how the complaint will be handled. We aim to resolve your complaints in a fair, timely, and reasonable manner.
Lodging a complaint
If you have a complaint about any aspect of our service, please contact us on any of the channels below:
Call: 086 00 ESKOM or 086 00 37566
MyEskom Customer App (you can download our app on Play Store)
Contact the Customer Executive responsible for your account (for Key Accounts)
Provincial Customer Connects on how to contact Eskom on Eskom website
CLICK HERE to download the stages of the complaint handling process.
For complaints directed at the Eskom Executives, please complete this complaint handling form
For all other queries (application-related service requests, move in and move out, account-related service requests, disconnection, and credit extension-related service requests), kindly submit your request/query to the following emails addresses:
- For Eastern Cape queries, please use: [email protected]
- For Free State queries, please use: [email protected]
- For Gauteng queries, please use: [email protected]
- For KwaZulu-Natal queries, please use [email protected]
- For Limpopo queries, please use: [email protected]
- For Mpumalanga queries, please use: [email protected]
- For Northern Cape queries, please use: [email protected]
- For North West queries, please use: [email protected]
- For Western Cape queries, please use: [email protected]
It is also very important to ensure that your email has the CORRECT SUBJECT HEADING to assist in categorising the query/request and to aid in effectively dealing with your query.