State-owned power utility Eskom says it will roll out a new customer service model, comprising scheduled mobile customer hubs and pop-up service points across communities.

The initiative marks a key milestone in expanding access to customer support and bringing services closer to where customers live and work, Eskom states.

The new approach blends mobile “Hub-on-Wheels” units, community pop-ups, self-service platforms and selected permanent customer service hubs.

The mobile offerings will 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 February 1, 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,” says Eskom distribution acting group CE Agnes Mlambo.

Eskom plans to have Hub-on-Wheels and pop-up engagements in Limpopo and North West, beginning this month and the utility will soon share a schedule for these engagements through official communication channels.

While offices will open from February 1, 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 a 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 Eskom’s 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 February 1; and

• Digital platforms and self-service tools.

Customers can log service requests, submit applications or report faults through the Eskom Customer Application Tool at connect.eskom.co.za, contact Eskom on WhatsApp at 086 003 7566, or call the Eskom contact centre.