By Thapelo Molefe
Eskom has announced the expansion of its enhanced customer support programme through a flexible, hybrid service model.
In a statement on Monday, the power utility said the new model will introduce scheduled mobile “Hub-on-Wheels” units and community pop-up service points, supported by digital self-service platforms and selected permanent customer service hubs.
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Eskom said its permanent customer service offices will officially reopen from 1 February.
Eskom said the enhanced customer support model is designed to improve access to assistance by taking services directly into communities.
Through mobile hubs, pop-up points, walk-in centres, and digital platforms, customers will be able to log faults, submit service applications, resolve billing issues, and receive in-person support without relying solely on fixed offices.
“This initiative reflects Eskom’s commitment to meeting customers where they are,” said Eskom Distribution Acting Group Executive Agnes Mlambo.
“We are shifting from a static service model to a dynamic, customer-centred approach.”
Initial Hub-on-Wheels deployments will begin in Limpopo and North West in January, with additional provinces expected to be announced in the coming weeks.
Eskom said a national schedule of mobile visits and operational walk-in centres will be published by the end of January.
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