Complaint handling process

Click on all the images to view the process, for each province

Complaint handling process

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:

How to contact Eskom
Northern Cape
Western Cape
Eastern Cape
KwaZulu Natal
North West

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.

·       For Applications-related queries, please use # Application as the subject heading

·       For Move In / Move Out-related queries, please use # MIMO as the subject heading

·       For Accounts-related queries, please use # Accounts as the subject heading

·       For Disconnections and Credit Extensions, please use # DCE as the subject heading