City Power has moved to reassure ward councillors and residents that its decision to communicate directly with customers is aimed at improving service delivery, not sidelining elected representatives.

The utility said the revised communication approach, formally announced to customers on January 11, forms part of a broader, long-planned strategy to improve the quality, reliability and speed of information shared with residents during outages, planned maintenance and other service interruptions.

The decision followed public commentary and concerns raised by some councillors, prompting City Power to place the matter “in its proper context” and reaffirm its respect for the constitutional role of councillors within the City of Johannesburg.

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City Power stressed that ward councillors remain central to democratic local governance, serving as the link between communities and the City, raising service delivery challenges and exercising oversight on behalf of residents.

“Ward councillors are critical partners in local government, and their oversight and advocacy role is fully recognised and respected,” said City Power spokesperson Isaac Mangena. “The adjustment to our communication processes is purely operational and designed to ensure customers receive timely, accurate and consistent information directly from the source.”

According to the utility, past reliance on intermediary communication channels has at times delayed the flow of verified information and placed an unintended administrative burden on councillors. Direct communication, City Power said, allows customers to receive updates faster while enabling councillors to focus on their core representational and oversight responsibilities.

City Power emphasised that it has a dedicated communications, stakeholder relations and community engagement team responsible for handling all customer-related communication, enquiries and escalations across all regions and service delivery centres. Customers are not permitted to engage directly with ground staff or management, as operational teams are focused on technical work while communication is managed through established channels.

Residents are encouraged to use existing escalation mechanisms, including the Chatbot, Joulene, by selecting the option to speak to an agent, or by tracking updates through the personalised SMS link sent with a reference number when an outage is logged. Customers can also contact the toll-free escalation line on 0800 003 156 or visit their nearest service delivery centre. A dedicated escalation line is also being finalised and will be announced in the coming days.

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City Power said the approach aligns with guidance from the Office of the Speaker of Council, which distinguishes between the legislative and executive functions of the City. While councillors play an oversight and advocacy role, administrative and operational matters fall under the authority of the Executive and its entities.

The utility added that councillors would continue to be engaged through formal governance and oversight platforms, including meetings with the relevant Member of the Mayoral Committee, Section 79 committees, councillor forums, structured briefings and community engagements.

“This transition is also about responding to concerns councillors themselves have raised in the past about being expected to do the work of City Power officials,” Mangena said. “Our goal is to improve customer experience, enhance accountability and ensure accurate information reaches communities without delay.”

City Power reiterated its commitment to working collaboratively with councillors while managing operational communication efficiently and professionally. Customers are reminded to use the toll-free numbers 0800 003 156 for escalation of outage-related service matters and 0800 202 925 to report electricity outages and streetlight faults.

The utility said it would continue to engage stakeholders in good faith as it implements the changes, guided by the shared objective of delivering reliable, transparent and responsive electricity services to Johannesburg residents.

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