City Power timelines for addressing power issues

City Power has provided clarity on its Service Level Agreement (SLA) to attend to power issues.

Read more: City Power warns customers of call centre downtime
City Power spokesperson Isaac Mangena said that the SLA dictated that in the event of an outage, the power supply should be restored within the following time frames:

• Within 1.5 hours – 30% restoration
• Within 3.5 hours – 60% restoration
• Within 7.5 hours – 90% restoration
• Within 24 hours – 98% restoration
• Within 168 hours/ 7 days – 100% restoration

Also read: City Power admonishes residents who have built over servitudes

• Average repair time for logged electricity supply failures to traffic signal – 24 hours.
• Average time taken to repair logged streetlight queries – six days.
• Average time taken to repair logged streetlight queries – 10 days.
• Repair work on damaged electricity meters – within 72 hours of a logged call.
• Restoration of power supply after planned interruption – within 8 hours.
• Investigation of illegal connections: Investigation of illegal connections reported for a single property concluded within 24 hours of a logged call.
• Investigation of illegal connections reported for multiple properties concluded within 21 days of a logged call.
• Prepaid meter conversion from smart meter – within 3 days of receipt of complete application and payment.
• Communication of service interruption: Planned: 7 days before interruption; Unplanned: Immediately.
• Response time for walk-in queries: All queries are acknowledged within 1 hour.

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