The Municipality is committed to providing an efficient and quick service to residents. Bearing this in mind, loadshedding has contributed to an increased number of faults due to overload trips. The City has made reporting electricity faults much easier. Residents can report electricity related faults to the WhatsApp number 076 791 2449 or via the eThekwini website on www.durban.gov.za 

The WhatsApp facility is a chatbot which automatically generates a reference number within 60 seconds after
completing details of reporting a fault. This alternative tool of reporting is not replacing the traditional methods of logging faults; however, it is supporting the heavily congested customer service centre and other avenues of reporting.

To report an electricity fault via the WhatsApp number, a complainant must simply send a message saying ‘Hi’ and the chatbot will provide options to choose from based on the type of fault that is being reported. The advantage of the electricity WhatsApp self-service chatbot is that a customer does not need to hold on the line waiting for an available customer service agent. 

Customers reporting electricity faults are encouraged to utilise this conversational platform that is smart enough to understand and reply and issue reference numbers to customers.