Utilities · Contact details
Eskom Fault Reporting Contact Details
Eskom now steers power fault reports away from its call centre queue and towards self-service: a chatbot called Alfred on its website and on WhatsApp, and a USSD code that works without data. The phone line is still there. This page covers each fault channel, what to have ready, and how to escalate a fault that is not fixed. It applies to customers supplied directly by Eskom; if your electricity bill comes from a municipality, report faults to the municipality instead. Details were read from eskom.co.za on 14 September 2026.
ContactDetails.co.za is an independent directory, not Eskom. For Eskom’s other departments, see Eskom contact details.
Official task/support route
| What it is for | Contact |
|---|---|
| Customer care and faults (share call) | 08600 37566 (08600 ESKOM) |
| Alfred on WhatsApp | Save 08600 37566 and message it on WhatsApp |
| Alfred chatbot on the web | www.eskom.co.za/distribution |
| USSD fault logging (no data needed) | *120*37566# |
| Report crime, fraud or theft (toll free) | 0800 11 27 22 |
Alfred gives you a reference number straight away, with no queue, and can give feedback on faults you reported earlier. Eskom says the best channels for an emergency, such as a fallen line or sparking equipment, are Alfred or the 08600 37566 line.
What you need before contacting
Eskom asks callers to have the following ready:
- your Eskom account number or meter number
- the pole number nearest the fault, if you can see one
- the full address of the affected property
- your contact details
Step-by-step contact process
- Log the fault with Alfred on WhatsApp or the website, or dial *120*37566#. The USSD menu logs faults, checks the status of faults, logs token problems, checks balances and takes meter readings. It needs airtime rather than free minutes, and Eskom says it is only for Eskom customers.
- Write down the reference number. Every follow-up and complaint depends on it.
- Check progress on the same channel using the reference rather than logging a second fault.
- Call 08600 37566 if USSD does not work on your network or the chatbot cannot help.
Escalation route
If a fault is not resolved, Eskom asks you to lodge a formal complaint by email to your province, with your reference number in the subject line. Account, application, move-in and disconnection queries go to the same provincial mailboxes with a hashtag subject such as #Accounts or #DCE.
| Province | Queries | Complaint escalation |
|---|---|---|
| Eastern Cape | EasternCape@eskom.co.za | Escalate2ExecEC@eskom.co.za |
| Free State | FreeState@eskom.co.za | FreeState@eskom.co.za |
| Gauteng | Gauteng@eskom.co.za | Gauteng@eskom.co.za |
| KwaZulu-Natal | KwaZuluNatal@eskom.co.za | Kzn_executives@eskom.co.za |
| Limpopo | Limpopo@eskom.co.za | LPExecActionTeam@eskom.co.za |
| Mpumalanga | Mpumalanga@eskom.co.za | Mpumalanga@eskom.co.za |
| Northern Cape | NorthernCape@eskom.co.za | GMNWNC@eskom.co.za |
| North West | NorthWest@eskom.co.za | GMNWNC@eskom.co.za |
| Western Cape | WesternCape@eskom.co.za | EscalationsWC@eskom.co.za |
Stay away from damaged lines and never touch fallen conductors. Report electricity theft, illegal connections or anyone posing as Eskom staff to the toll-free crime line on 0800 11 27 22.
Sources
- eskom.co.za contact us for service, complaint handling process and USSD self-service pages, read 14 September 2026