How to Report a Power Outage in South Africa
A power outage (as opposed to scheduled load shedding) is an unplanned loss of electricity supply caused by faults on the network. Knowing how to report it quickly helps restore power faster. This guide covers all the ways to log a fault with Eskom or your municipality.
Is It Load Shedding or a Fault?
Before reporting an outage, check whether the power cut is actually scheduled load shedding. Visit www.loadshedding.eskom.co.za or check your municipality's schedule to see if your area is currently scheduled to be off.
If the outage is not on the schedule, or if only your street or building is affected while neighbours have power, it is likely a fault that needs to be reported.
Always note your fault reference number when logging a call. This is essential for following up if the fault is not resolved promptly.
How to Report a Fault to Eskom
If your electricity is supplied directly by Eskom (not the municipality), you can report a fault using the following channels.
- Phone: Call the Eskom fault reporting line on 0800 111 155 (free from landlines and some mobile networks)
- Phone (customer care): 08600 ESKOM (08600 37566)
- SMS: Send your area name and fault description to 35328
- App: Log a fault on the MyEskom Customer app (available on Android and iOS)
- Online: Log a fault at www.eskom.co.za under the self-service portal
- X (Twitter): Contact @Eskom_SA with your area and fault details
How to Report a Fault to Your Municipality
If your electricity is supplied by your municipality (not Eskom directly), contact your municipality's electricity fault line. Key contact numbers for major municipalities include:
- City of Johannesburg (City Power): 011 375 5555 or www.joburg.org.za
- City of Cape Town: 0860 103 089 or www.capetown.gov.za
- eThekwini Municipality (Durban): 080 031 3111
- City of Tshwane (Pretoria): 012 358 9999
- Buffalo City Metropolitan (East London): 043 705 9000
- Mangaung Metropolitan (Bloemfontein): 051 405 8911
Never approach a fallen power line. Always assume it is live. Keep bystanders at least 10 metres away and call Eskom on 0800 111 155 immediately.
What Information to Have Ready
When reporting an outage, have the following information ready to speed up the logging process.
- Your full physical address (street number, street name, suburb, city)
- Your Eskom or municipal account number (if available)
- The nature of the fault: is it your property only, your street, or a wider area?
- Whether any transformers, cables, or overhead lines appear visibly damaged
- Whether you heard any loud bangs, sparks, or noticed burning smells
Reporting via the MyEskom Customer App
The MyEskom Customer app allows you to log faults, check your account, buy prepaid tokens, and receive notifications about outages in your area. The app is available free of charge on the Google Play Store and Apple App Store.
After logging a fault on the app, you will receive a reference number and can track the progress of the repair in real time.
Response Times and Escalation
Eskom aims to restore supply within specified timeframes depending on the fault type. Simple faults such as blown fuses on a distribution line are often resolved within a few hours. Major infrastructure faults such as transformer failures can take 24 hours or longer.
If a fault has not been resolved within the expected timeframe, escalate by calling the fault line again with your reference number. You can also escalate to Eskom's customer relations team or the municipality's complaints department.