Eskom expands enhanced customer support with flexible service model

Monday, 19 January 2026: Eskom is pleased to announce the rollout of a new customer service model featuring scheduled mobile customer hubs and pop-up service points across communities. This initiative marks a key milestone in expanding access to customer support and bringing services closer to where customers live and work.

The new approach blends mobile “Hub-on-Wheels” units, community pop-ups, self-service platforms, and selected permanent customer service hubs. These mobile offerings operate in addition to Eskom’s brick-and-mortar facilities, which continue to operate in strategic and accessible areas. Permanent customer service offices will progressively resume operations and will officially open from 1 February 2025, with further locations to follow.

As customer expectations evolve and Eskom deepens its operational and community programmes, this hybrid model offers faster access to assistance, supports service improvements, and creates more opportunities for direct customer engagement.

“This initiative reflects Eskom’s commitment to meeting customers where they are. We are moving away from a static service model to a dynamic, customer-centred approach. Whether through self-service, mobile hubs, pop-ups or in-person support, Eskom is improving access to services when and where it matters most,” said Eskom Distribution Acting Group Executive, Agnes Mlambo.

Hub-on-Wheels and Pop-up engagements are planned for Limpopo and North West, beginning in January, and a schedule will be communicated via Eskom’s official communication channels. While offices will open from 1 February, mobile engagements will continue throughout the month and thereafter. The monthly schedule will be updated and published regularly, with the aim of providing predictable and reliable visits, ensuring communities are reached at least once per month while permanent offices remain available for in-person support.

Additional provinces are being activated and will be announced over the coming weeks. Eskom intends to share a national schedule, including the full list of operational walk-in centres, by the end of January.

Customers are encouraged to use the full suite of service channels available:

• Pop-up service points hosted in community areas.
• Hubs-on-Wheels travelling to towns and villages.
• Permanent customer service hubs and offices opening from 1 February.
• Digital platforms and self-service tools.

Customers can log service requests, submit applications or report faults via the Eskom Customer Application Tool at 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.

Eskom remains committed to improving the customer experience through accessible service channels, modernised support systems, and deeper engagement with communities across South Africa.

ENDS