ESKOM DIRECTLY SUPPLIED CUSTOMERS:

Alfred the chatbot is the quickest way to report electricity supply problems

Eskom directly supplied customers in the Overstrand area (Fisherhaven, Vermont, Onrus, Hemel-en-Aarde and certain areas between Die Damme, Baardskeerdersbos and Hermanus as well as Betty’s Bay, Pringle Bay and Rooiels) are encouraged to use Alfred the chatbot customer app to help users report problems with electricity supply.

Alfred will assist with logging electricity faults and giving immediate feedback, without having to call the Eskom Contact Centre.

The Overstrand Electrical Department and Ward Councillors do not have any special contact details or information with regards to Eskom power outages and the duration thereof. They are also dependent on the same information channels and resources the public have access to.

Eskom customers also need to provide their account or meter numbers for logging of faults. Overstrand officials do not have access to this information and are thus not able to assist with the reporting of faults. When many affected customers report the problem, it will naturally receive a higher priority.

Once a reference number is provided, Councillors may assist with following up on information, but this is a courtesy and not a right.

• Alfred can be found on Eskom’s main page, or click here for Alfred Chatbot: https://alfred.eskom.co.za/chatroom/
• Alternatively phone Eskom on ​08600(Eskom) 0860037566 or Send an SMS ​35328 – include 10 digit account number.

Eskom Complaints:

To follow up on issues when a response is not forthcoming, you may escalate your complaint to Customer Relations Management during weekdays. If your query/fault has not been attended to within 48 hours, please direct your complaint to the responsible customer relations manager during weekdays – always provide your reference number.

• Customer Relations Manager Overberg: Lizette Schulze on 068 209 6532 or CustomerRelationsWC@eskom.co.za
• Customer Relations Manager Western Cape: David Ockhuis on 078 269 1917or e-mail: CustomerRelationsWC@eskom.co.za
• Senior Manager: Customer Service Operations: E-mail: Escalate2ExecWC@eskom.co.za
• General Manager: E-mail: GMWCape@eskom.co.za

MUNICIPAL CUSTOMERS

Report power outages and broken streetlights within the Municipal distribution area to:

• Hermanus: 028 313 8000 or 028 316 2630
• Kleinmond: 028 271 8404 or 027 271 8484
• Gansbaai: 028 384 8300 or 028 384 8358
• Stanford: 028 384 8500 or 028 384 8376
• 24-Hour Municipal Services: 028 313 8111 (after hours and over weekends)