ending load shedding
Minister of Electricity Dr Kgosientsho Ramokgopa welcomes back Kusile Unit 1. (Photo by Phill Magakoe / AFP)

Home » City Power explains WHY Calls GET CANCELLED or CLOSED

City Power explains WHY Calls GET CANCELLED or CLOSED

City Power is a state-owned power utility, wholly owned by the City of Johannesburg. THE RESPONSIBILITY OF CITY POWER TO ITS CUSTOMERS Its responsibilities include buying electricity from power producers and supplying it to the public, and installing and maintaining the electrical infrastructure in the city of Johannesburg. ALSO READ: Soweto long outage: City Power promises restoration […]

15-06-23 10:16
ending load shedding
Minister of Electricity Dr Kgosientsho Ramokgopa welcomes back Kusile Unit 1. (Photo by Phill Magakoe / AFP)

City Power is a state-owned power utility, wholly owned by the City of Johannesburg.

THE RESPONSIBILITY OF CITY POWER TO ITS CUSTOMERS

Its responsibilities include buying electricity from power producers and supplying it to the public, and installing and maintaining the electrical infrastructure in the city of Johannesburg.

ALSO READSoweto long outage: City Power promises restoration soon

ALSO READBryanston and Roodepoort power woes extend over 24 hours

WHAT CAUSES THE LOGGING OF NUMEROUS CALLS

With the effects of loadshedding and widespread cable theft, the city has to deal with hundreds of calls from customers reporting outages across the metro.

Some of these calls reported via the Call Centre receive reference numbers and ultimately get attended to and resolved; however, some are pushed aside due to various factors.

WHY CITY POWER CALLS GET CLOSED OR CANCELLED

Calls are closed or cancelled based on the following reasons :

  1.     A customer logs multiple tickets for the same fault outage.
  2.     Where there is an area outage affecting more customers and supply has been restored, all calls related to that particular area are grouped and closed.
  3.     When customers of the same street are affected by an outage, logs tickets of the same fault.
  4.     Or when there are already existing tickets that were logged by other customers for a particular fault/s and other customers log calls for that same area. They are then closed to avoid logging into the system and duplicating response resources.

The utility further advised that when a call is closed and power has not been restored, customers need to use the SMS that was sent to them and escalate if the query is not resolved. When that is done then the system automatically reopens the query, especially those that are within 4 hours.