{"count":9,"data":[{"@odata.etag":"W\/\"85023599\"","content":"

General FAQ<\/u><\/strong><\/span><\/p>

Question: Where do I see my account number<\/strong>
Response: <\/strong>Your account number is highlighted in blue in the box in the top right hand side of your bill.<\/p>

Question: Why do I get an estimated account?<\/strong>
Response: <\/strong>Eskom estimates accounts for two months and then reads the meter every third month. If you prefer to receive actual accounts each month, you can submit your own meter readings during months when Eskom would normally estimate your usage, provided it is safe, and you have access to your meter. You can submit your reading by contacting our Contact Centre or using one of our self-service channels.

Question: Why do you need my Eskom account number?<\/strong>
Response:<\/strong> To identify outages in your area, we need to have your Eskom account number to find your location.
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Question:  How do I see the date my meter was last read<\/strong>
Response:<\/strong> You can easily check your last meter reading date on your Eskom bill.
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Question:  When is my meter read<\/strong>
Response:<\/strong> As a conventional Eskom customer, your meter will be read sometime prior to your billing date every 3 months. This date also appears on your Eskom bill.
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Question:  Nobody has read my meter<\/strong>
Respons<\/strong>e: If Eskom is unable to read your meter, your account may be estimated. To avoid estimated billing, you can submit your meter reading during your meter reading window, provided it is safe and you have access to the meter, using one of our self-service channels.
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Question:  What if I can't make payment in time<\/strong>
Response:<\/strong> Use our self-service channels to submit a request for a credit extension. If you need further assistance, you can also contact our Contact Centre
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Question:  My meter is going on and off all time<\/strong>
Response: <\/strong>If you believe your meter may be faulty, Eskom will need to verify its accuracy. There are 2 options for verification.
     *Option 1 (free of charge)*: You report your meter issue and we check your account for specific trends that may indicate an issue.
     *Option 2 (fee applicable)*: You pay Eskom a fee to come out and test your meter. If the test shows your meter is faulty, Eskom will replace it and credit the test fee to your account. 
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Question:  Why is my prepaid card not registered<\/strong>
Response:<\/strong> I am sorry to hear this. Please call our Contact Centre on 08600 37566 to update your details. 
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Question:  I didn't get notice about a power outage<\/strong>
Response:<\/strong> You may not have received the notification because your contact details are not up to date. To ensure you receive future outage notifications, please update your contact information via our self-service channels.
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Question:  People are connecting illegally to my pole and I am responsible for payment<\/strong>
Response:<\/strong> Eskom always takes illegal connections very seriously. The information given about illegal connections is treated as confidential to protect you, our customer. If you have further information on illegal customers, please report this to Eskom's Crime Line at 0800 112 722 or via WhatsApp at 081 333 3323. 
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Question:  Will Eskom pay for my loss due to electricity damages<\/strong>
Response:<\/strong> I am sorry to hear about the damage you have suffered. Eskom has a process that needs to be followed when submitting a claim. It is important to note that only damage as a direct result of Eskom negligence will be compensated. *This excludes consequential damage.* All claims submitted via this process will be evaluated and if it is found that there was negligence from Eskom then the damages will be fairly assessed and compensated for.
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Question:  Where is my meter number.<\/strong>
Response:<\/strong> Your meter number can be seen either on your meter itself or on the card that was provided with your meter.
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Question:  In which language can I get my bill in.<\/strong>
Response:<\/strong> Eskom Small Power User (SPU) and Large Power User (LPU) bills are only available in English.
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Question:  What do I need to pay \/ how much is my account?<\/strong>
Response: <\/strong>The total amount owing is shown on the summary page in the TOTAL AMOUNT DUE block. This total amount is then broken down into the periods for which it has been outstanding, for example, current, 31 - 60 days, etc.
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Question:  Why is my account so high.<\/strong>
Response: <\/strong>*There are various reasons why your account may be higher than expected, such as:* 
\ud83d\udc49  you have additional charges on your account like connection fees, increased deposit, etc. 
\ud83d\udc49 Your previous 2 estimates may have been too low compared to the actual readings, leading to higher charges this month to make up for the shortfall 
\ud83d\udc49 increased electricity usage in winter due to the use of heaters 
\ud83d\udc49  your last payment was made too late to register on your account, resulting in a higher outstanding balance.
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Question: Why is my payment not reflected on my account?<\/strong>
Response:<\/strong> There is a delay between the time a payment is made directly to the bank and when we are notified of them. To account for this delay, try to make a payment two days before the due date, or use our debit order facility.
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Question:  I never get an account.<\/strong>
Response:<\/strong> If you haven\u2019t received your bill, access a copy or update your contact details through our self-service channels to ensure future delivery.
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Question:  What payment options is available.<\/strong>
Response:<\/strong> You can pay your account by debit order, Direct deposit, EFT, EasyPay, Pay@ outlets, or at Post Offices.
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Question:  How much is the disconnection fee.<\/strong>
Response: <\/strong>You can find details on Eskom\u2019s remedial action charges in the Schedule of Standard Fees available on our website: https:\/\/www.eskom.co.za\/distribution\/tariffs-and-charges\/<\/p>

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Question:  My meter is spinning very fast.<\/strong>
Response: <\/strong>A fast-spinning meter indicates high electricity usage. Check which appliances are switched on and, if possible, turn them off; this should slow the meter. If all appliances, including the geyser, are switched off and the meter is still spinning, there may be an issue. You can:<\/p>

1.    Have your own electrician inspect your installation, or<\/p>

2.    Request a meter test through Eskom.<\/p>

Note: <\/strong>Customers are required to pay the applicable meter test fee before the meter can be tested.
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Question:  Why is the meter box locked.<\/strong>
Response: <\/strong>Meter boxes are locked to prevent tampering or damage and to comply with safety regulations.
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Question:  My token is not being accepted by my meter, what do I do?<\/strong>
Response:<\/strong> Compare the tariff index and supply group code on the new token with a previous token that was successfully accepted by your meter. If either of these differs, a key change token may be required. You can log a \u2018Faulty Prepaid Token\u2019 service request through our self-service channels, and a customer service agent will assist you with the query.
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Question: I want a new prepaid meter.<\/strong>
Response:<\/strong> An area must first be designated as a prepaid area before conversions from conventional to prepaid meters can be considered. If your area has been designated for prepaid supply, you can submit an Application for supply service request via our self-service channels to receive an obligation-free quotation
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Question:  What is a kWh.<\/strong>
Response:<\/strong> A kWh is the unit used to measure and charge for electricity consumed on your electricity bill. For example, a 100W bulb burning for 10 hours uses 1 kWh.
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Question:  How much is 1 unit<\/strong>
Response:<\/strong> A unit of electricity is the same as one kWh. The meter reading is in units.
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Question:  Is there a difference between a fault and loadshedding.<\/strong>
Response:<\/strong> When the power goes off, it may be difficult to determine whether the interruption is caused by a fault, scheduled load shedding, emergency load shedding, or load reduction. The best way to confirm the cause is to check the published outage information. You can view outages affecting your area, including load shedding, unplanned outages, and load reduction, on our self-service web portal or mobile app<\/p>

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Question:  What is the contact centre number and\/or times.<\/strong>
Response:<\/strong> You can reach the Eskom Call Centre at *08600 ESKOM (08600 37566). 
Non-technical enquiries (e.g., account queries) are handled Monday to Friday, 08:00\u201316:00.
Technical enquiries (e.g., power outages) are available 24\/7<\/p>

For faster and more efficient service, you can also use our self-service channels to request a service or report a fault.<\/p>

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Question:  Why can you not verify my account<\/strong>
Response: <\/strong>I cannot verify your account because it seems like your data is incorrect on my system. Please contact the Eskom call centre at 08600 37566 to update your information.
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Question:  Why is my units disappearing faster after load shedding<\/strong>
Response:<\/strong> Units on your meter do not disappear or get deleted. However, after a power outage or load shedding, appliances such as geysers and refrigerators need to reheat or cool down, which can result in faster-than-normal electricity usage.
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Question:  What is KRN<\/strong>
Response:<\/strong> The Key Revision Number (KRN) or Token Identifier (TID) Rollover Programme was a prepaid electricity metering industry initiative to ensure that all prepaid meters rolling over to a new Token Identifier Code on 24 November 2024 were correctly recoded.
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Question:  Where can I apply for electricity?<\/strong>
Response:<\/strong> You can submit an Application for supply service request via our self-service channels to receive an obligation-free quotation.<\/p>

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Question:  How do I pay a tamper fee on my prepaid meter?<\/strong>
Response:<\/strong> To ensure your payments are processed safely and accurately, we have published our banking details here for verification purposes. This is primarily intended for Prepaid customers who may need to pay fines for tampering or illegal connections. Postpaid customers should continue to use the banking details shown on their account statement.
Please ensure that you use the banking details corresponding to the province where your property is located when making a payment. This helps us process your payment quickly and accurately.
Bank    Universal branch Code    Bank Account Number    Beneficiary\/ account holder    Province
ABSA    632005    340167430    ESKOM    HOLDINGS SOC LTD    Western Cape & Northern Cape
FNB    250655    55070067316    ESKOM    HOLDINGS SOC LTD    Free State & NorthWest
ABSA    632005    700310469    ESKOM    HOLDINGS SOC LTD    Eastern Cape
ABSA    632005    2310000119    ESKOM    HOLDINGS SOC LTD    Mpumalanga & Limpopo
FNB    250655    62006191077    ESKOM    HOLDINGS SOC LTD    Gauteng
FNB    250655    50850143295    ESKOM    HOLDINGS SOC LTD    KwaZulu Natal<\/p>

IMPORTANT: Always include your 10-digit Eskom account number in the reference field when making a payment.<\/strong><\/p>

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Question:  How do I request for reconnection after I have made payment?<\/strong>
Response: <\/strong>If your electricity supply has been disconnected due to non-payment or tampering, you can request reconnection by logging a Reconnection service request on our web portal or mobile app and attaching proof of payment.<\/p>

 <\/p><\/div>","articlepublicnumber":"KA-01191","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"e3d61c27-e78a-4446-a6f0-2ba8e2d4cabb","title":"Eskom - General FAQ"},{"@odata.etag":"W\/\"85020246\"","content":"

Eskom \u2013 Active Partnering Programme<\/u><\/strong><\/span><\/span>

Question 1: What is the Active Partnering Programme?<\/strong><\/span><\/span><\/p>

Answer:<\/strong> Active Partnering is an Eskom Distribution initiative that supports municipalities and redistributors by providing professional, technical, operational and financial services to improve the sustainability and reliability of electricity supply.<\/span><\/span><\/p>

Question 2: What is the Municipal Finance Management Act (MFMA)?<\/strong><\/span><\/span><\/p>

Answer: <\/strong>The Municipal Finance Management Act (MFMA) is legislation that regulates financial management in municipalities to ensure sound and sustainable management of municipal finances and resources.<\/span><\/span><\/p>

Question 3: What is the difference between a Service Delivery Agreement (SDA), Service Level Agreement (SLA) and a Distribution Agency Agreement?<\/strong><\/span><\/span><\/p>

Answer: <\/strong>An SDA governs the delivery of services between parties, an SLA defines performance standards and service levels, and a Distribution Agency Agreement allows Eskom to operate and manage a municipal electricity distribution network on behalf of a municipality.<\/span><\/span><\/p>

Question 4: What are the service offerings that Eskom will provide under Active Partnering?<\/strong><\/span><\/span><\/p>

Answer:<\/strong> Service offerings include network operations and maintenance, meter management, revenue management, billing support, skills transfer, infrastructure upgrades, project management and quality assurance.<\/span><\/span><\/p>

Question 5: What billing system will be used during the agreement period?<\/strong><\/span><\/span><\/p>

Answer:<\/strong> During the agreement period, Eskom-approved or integrated billing systems are used to ensure accurate billing, revenue collection and reporting in line with agreed arrangements.<\/span><\/span><\/p>

Question 6: What is the merit order of deductions?<\/strong><\/span><\/span><\/p>

Answer:<\/strong> The merit order of deductions refers to the agreed sequence in which collected electricity revenue is allocated to cover operating costs, Eskom bulk supply charges and other approved deductions.<\/span><\/span><\/p>

Question 7: What indemnity does Eskom have while operating on a municipal network?<\/strong><\/span><\/span><\/p>

Answer: <\/strong>Indemnity provisions are defined in the relevant agreement and protect Eskom while operating and maintaining the municipal electricity network on behalf of the municipality.<\/span><\/span><\/p>

Question 8: On exiting the agreement, how will the municipality continue to operate the networks and collect revenue?<\/strong><\/span><\/span><\/p>

Answer:<\/strong> Upon exit, the municipality resumes full responsibility for network operations and revenue collection, supported by skills transfer, systems handover and operational documentation provided during the partnership.<\/span><\/span><\/p>

Question 9: Which tariff will customers be on?<\/strong><\/span><\/span><\/p>

Answer<\/strong>: Customers will remain on approved and regulated tariffs as determined by the applicable municipality or Eskom, in line with regulatory and contractual requirements.<\/span><\/span><\/p>

Question 10: Who can benefit from the Active Partnering Programme?<\/strong><\/span><\/span><\/p>

Answer:<\/strong> Municipalities, redistributors and Large Power Users can benefit through improved network performance, financial sustainability and enhanced service delivery.<\/span><\/span><\/p>

Question 11: How is the Active Partnering Programme funded?<\/strong><\/span><\/span><\/p>

Answer:<\/strong> Active Partnering services are provided on a cost-recovery basis and are not profit driven, with costs covered through agreed municipal funding arrangements.<\/span><\/span><\/p>

Question 12: Where can I get more information about Active Partnering?<\/strong><\/span><\/span><\/p>

Answer: <\/strong>More information is available on the Eskom Distribution website or through Eskom\u2019s official customer and programme contact channels.<\/span><\/span><\/p><\/div>","articlepublicnumber":"KA-01190","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"769c18f2-2194-43b2-9ff9-2f0f124838c6","title":"Eskom - Active Partnering Programme"},{"@odata.etag":"W\/\"168347893\"","content":"

Eskom \u2013 Smart Meter Programme<\/u><\/strong><\/span><\/span>
 <\/p>

Question 1: Why is Eskom implementing the Smart Prepaid Meter programme?<\/strong><\/span><\/span>
Answer:<\/strong> Eskom is rolling out smart prepaid meters to improve reliability of supply, reduce electricity losses, and empower customers to better manage and control their electricity consumption.<\/span><\/span><\/p>

Question 2: What is a smart prepaid meter?<\/strong><\/span><\/span>
Answer: <\/strong>A smart prepaid meter is a digital electricity meter that records when and how much electricity is consumed and deducts usage from prepaid credit in near real time.<\/span><\/span><\/p>

Question 3: What is a Customer Interface Unit (CIU)?<\/strong><\/span><\/span>
Answer: <\/strong>The CIU is a device installed inside the customer\u2019s home that communicates with the meter and displays electricity balance, consumption information, and alerts.<\/span><\/span><\/p>

Question 4: Who pays for the smart prepaid meter installation?<\/strong><\/span><\/span>
Answer: <\/strong>Smart prepaid split meters installed as part of Eskom\u2019s rollout programme are provided at no cost to the customer.<\/span><\/span><\/p>

Question 5: Will my electricity tariff change after installation?<\/strong><\/span><\/span>
Answer:<\/strong> Customers remain on approved Eskom tariffs. The smart meter does not automatically change the tariff or increase electricity prices.<\/span><\/span><\/p>

Question 6: How do I buy and load electricity on a smart prepaid meter?<\/strong><\/span><\/span>
Answer:<\/strong> Customers buy prepaid electricity from accredited vendors, banks, mobile apps or online platforms and load the voucher number into the CIU.<\/span><\/span><\/p>

Question 7: Can smart meters reduce load shedding?<\/strong><\/span><\/span>
Answer:<\/strong> Smart meters support load management and load limiting, which may reduce the need for early stages of load shedding, but they do not eliminate load shedding entirely.<\/span><\/span><\/p>

Question 8: Are smart meters safe?<\/strong><\/span><\/span>
Answer:<\/strong> Yes. Smart meters comply with South African safety standards and are installed by authorised Eskom contractors to ensure safety of customers and the network.<\/span><\/span><\/p>

Question 9: Can Eskom read my meter remotely?<\/strong><\/span><\/span>
Answer: <\/strong>Yes. Smart meters allow Eskom to remotely read consumption data, detect faults, and monitor supply without physical site visits.<\/span><\/span><\/p>

Question 10: How will I know when my area is scheduled for smart meter installation?<\/strong><\/span><\/span>
Answer: <\/strong>Eskom communicates smart meter rollouts through media, community engagement, and direct customer communication prior to installation.<\/span><\/span><\/p><\/div>","articlepublicnumber":"KA-01195","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"885be6e2-a3bf-4688-a41f-546b99462e94","title":"Eskom \u2013 Smart Meter Programme"},{"@odata.etag":"W\/\"85023608\"","content":"

Eskom - Microgrids Programme<\/u><\/strong><\/span><\/span><\/p>

Question 1: What is a microgrid?<\/strong><\/span><\/span>
Answer:<\/strong> A microgrid is a collection of interconnected electricity loads and distributed energy resources, such as solar PV and battery storage, within defined electrical boundaries that can operate as a single controllable system either connected to the Eskom grid or independently in islanded mode.<\/span><\/span><\/p>

Question 2: Why does Eskom use microgrids?<\/strong><\/span><\/span>
Answer:<\/strong> Eskom uses microgrids to provide reliable and cost-effective electricity in areas where the main grid is constrained, expensive to extend, or difficult to access, such as remote rural communities and conservation areas.<\/span><\/span><\/p>

Question 3: Who can benefit from Eskom microgrids?<\/strong><\/span><\/span>
Answer:<\/strong> Microgrids are suitable for remote and rural communities, areas with limited network capacity, nature reserves, conservation facilities, and customers seeking clean and sustainable energy solutions.<\/span><\/span><\/p>

Question 4: Why are microgrids better for the environment?<\/strong><\/span><\/span>
Answer:<\/strong> Microgrids primarily use renewable energy sources such as solar power, which reduces carbon emissions, lowers environmental impact, and supports Eskom\u2019s transition to cleaner and more sustainable energy solutions.<\/span><\/span><\/p>

Question 5: What is coming in the microgrid pipeline?<\/strong><\/span><\/span>
Answer:<\/strong> Eskom plans to expand the rollout of microgrids across South Africa to support universal access to electricity, particularly in remote and underserved areas, using innovative and containerised microgrid solutions.<\/span><\/span><\/p>

Question 6: Who can you contact for more information on microgrids?<\/strong><\/span><\/span>
Answer:<\/strong> Customers can contact Eskom Distribution through the Eskom website or the Eskom Contact Centre for more information about microgrid solutions and potential applications.<\/span><\/span><\/p><\/div>","articlepublicnumber":"KA-01193","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"c8fc28a7-693c-4977-8533-9af905db1c5f","title":"Eskom \u2013 Microgrids Programme"},{"@odata.etag":"W\/\"85017031\"","content":"

 <\/p>

General Process <\/span><\/b><\/span><\/p>

Q: What is the first step to start the Virtual Wheeling process? <\/span><\/b><\/span><\/p>

A: <\/span><\/b>The first step is to download the application form or contact Eskom via customer service, Client Office, or the online portal. The Eskom team will guide you through the process and provide a checklist of the required documents. <\/span><\/span><\/p>

 <\/span><\/b><\/span><\/p>

Required Documentation <\/span><\/b><\/span><\/p>

Q: What documents do I need to prepare for my application? <\/span><\/b><\/span><\/p>

A:  The following documents are required for the application. <\/span><\/b><\/span><\/p>

  • If a managing agent is handling the account, the business account must be in the client's name. A Power of Attorney and an authorisation letter will be needed to proceed. <\/span><\/span><\/p><\/li>

  • Submit your company's registration documents from the Companies and Intellectual Property Commission. <\/span><\/span><\/p><\/li>

  • Include a detailed list of all off-takers involved in the wheeling process. <\/span><\/span><\/p><\/li>

  • Provide a list of smart meter numbers and their GPS coordinates for all meters beyond the Eskom meter. Ensure this information is in the required format specified by Eskom. <\/span><\/span><\/p><\/li>

  • Off-takers must include an authorisation letter to Eskom to access their data. <\/span><\/span><\/p><\/li>

  • Provide a forecast of your TOU data for the upcoming year to help Eskom manage their cash flow. <\/span><\/span><\/p><\/li>

  • If you are a trader, you must supply the relevant trading license. <\/span><\/span><\/p><\/li><\/ul>

    The following documents are required for contracting <\/span><\/b><\/span><\/p>

    • If you are a generator, submit a PPA between your business and the Independent Power Producer (IPP). <\/span><\/span><\/p><\/li>

    • A valid registration or license from NERSA is required for the IPP. <\/span><\/span><\/p>

       <\/span><\/span><\/p><\/li><\/ul>

      Q: What if I don't have a Power Purchase Agreement (PPA) yet? <\/span><\/b><\/span><\/p>

      A: <\/span><\/b>A letter of intent between the off-taker and IPP(s) must be provided at the application stage. <\/span><\/span><\/p>

      • A signed Power Purchase Agreement (PPA) with a registered IPP is required at the contracting stage with Eskom for the Virtual Wheeling Product <\/span><\/span><\/p><\/li><\/ul>

            <\/span><\/b><\/span><\/p>

        Application Processing <\/span><\/b><\/span><\/p>

        Q: How long does it take for Eskom to process my application? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>The application process typically takes 2 \u2013 3  months, depending on the completeness of    your documentation and the complexity of your energy needs. <\/span><\/span><\/p>

        Q: What happens after I submit my application and documents? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>Eskom will log your application and provide a reference number within 5 business days. An Eskom representative will contact you when processing the application. Internal teams will then verify your documents and reach out if additional information is needed. <\/span><\/span><\/p>

        Q: How do I know if my application has been accepted? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>Eskom will notify you with updates. Once the documents are verified, Eskom will prepare your Virtual Wheeling Agreement. You can also check your application status online.<\/span> <\/span><\/b><\/span><\/p>

         <\/span><\/b><\/span><\/p>

        Costs and Responsibilities <\/span><\/b><\/span><\/p>

        Q: Is there any cost associated with submitting the application? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>Theirs is aan application fee payable when submitting the Virtual Wheeling application for processing.<\/span> <\/span><\/b><\/span><\/p>

         <\/span><\/b><\/span><\/p>

        Support and Finalization <\/span><\/b><\/span><\/p>

        Q: Who can I contact if I have questions during the application process? A: <\/span><\/b>You can contact Eskom\u2019s customer service team, Client Office \u2013 <\/span><\/span>clinetservices@eskom.co.za<\/u><\/span><\/span>  or your assigned Eskom representative. <\/span><\/span><\/p>

        Q: How do I finalize the Virtual Wheeling Agreement? <\/span><\/b><\/span><\/p>

        A<\/span><\/b>: After review, Eskom will prepare the Virtual Wheeling Agreement. You will need to review, sign, and return it to formalize your participation. <\/span><\/span><\/p>

        Wheeled Energy Refund (WER) <\/span><\/b><\/span><\/p>

        Q: How is the Wheeled Energy Refund (WER) calculated? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>The WER is calculated monthly using the formula: Energy Refund =  Monthly Sum \u03a3 (Lower of Active Consumed Energy or Wheeled Energy for each TOU period) \u00d7 Generation Wheeling Tariff for that TOU period.  <\/span><\/span><\/p>

        In simple terms, the Energy Refund each month is calculated by looking at two numbers:<\/span><\/span> <\/span><\/span><\/p>

        \u2022     <\/span><\/span>The amount of energy you used, and<\/span><\/span> <\/span><\/span>\u2022          <\/span><\/span>The amount of energy the IPP supplied.<\/span><\/span> <\/span><\/span><\/p>

        For each billing period (Peak, Standard, and Off-Peak), Eskom uses the <\/span>lower<\/span><\/i> of these two values and then multiplies it by the specific rate for that time period.<\/span><\/span> <\/span><\/span><\/p>

         <\/span>In essence, the amount you can claim for the refund must align with the energy that was actually supplied (or \"wheeled\") by the generator (IPP) to your off-taker.<\/span><\/i><\/b><\/span> <\/span><\/i><\/b><\/span><\/p>

         <\/span><\/span><\/p>

        Q: What is meant by the lower of Active Consumed Energy or Wheeled Energy? A: <\/span><\/b>For each month, the allocated wheeled energy and the end-users consumed energy for each TOU period need to match; this is to prevent refunds for wheeled energy not linked to consumed energy. In the case of a mismatch, the lowest value between wheeled and consumed energy will be used to calculate the refund. <\/span><\/span><\/p>

        Q How long does it take to process the Wheeled Energy Refund? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>Settlement calculations and refunds are processed within  45 days after the end of each billing period. <\/span><\/span><\/p>

         <\/span><\/b><\/span><\/p>

        Data Collection and Processing <\/span><\/b><\/span><\/p>

        Q: How does Eskom collect my energy data for Virtual Wheeling? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>It\u2019s the responsibility of the claimant to submit the energy data for each metered point in the <\/span>Claim Form <\/span><\/i>as part of the monthly claim process<\/span>. <\/span><\/i> <\/span><\/span><\/p>

        Q: What is TOU (Time-of-Use)? <\/span><\/b><\/span><\/p>

        A<\/span><\/b>: TOU refers to periods during the day when electricity consumption is measured (Peak, Standard, and Off-Peak). Eskom uses TOU data to ensure accurate tracking of energy usage and refunds. <\/span><\/span><\/p>

        Meter Audits and Compliance <\/span><\/span><\/p>

        Q: How often does Eskom audit the meters, and why? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>Eskom can audit any meters on request. Before any audit, Eskom provides the buyer with a 2-week advance notice. Eskom will also provide a list of meters to be audited at least 2 weeks in advance. <\/span><\/span><\/p>

        Data Collection and Processing <\/span><\/b><\/span><\/p>

        Q: What should I do if my meter is not compliant during an audit? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>If your meter is found non-compliant, Eskom will notify you and provide guidance on resolving the issue.  Any refunds linked to that meter will be paused until compliance is restored. <\/span><\/span><\/p>

        Q: Can I request changes to my off-take points or meters? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>Yes, you can request changes, but you must inform Eskom promptly to ensure accurate data tracking. <\/span><\/span><\/p>

         <\/span><\/b><\/span><\/p>

        Discrepancies and Issue Resolution <\/span><\/b><\/span><\/p>

        Q: What happens if there\u2019s a discrepancy in my energy data or refund? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>If there is a discrepancy between claims and metered data , Eskom will refund the lower amount. It is the claimant's duty to initiate the dispute resolution process. You can raise a dispute, and Eskom will work with you to resolve any issues. <\/span><\/span><\/p>

        Billing and Payment <\/span><\/span><\/p>

        Q: Will I continue to pay my regular electricity bill to Eskom or my municipality? A: <\/span><\/b>Yes, you will continue paying your regular bill. The Virtual Wheeling process doesn\u2019t affect your existing billing arrangement. <\/span><\/span><\/p>

        Q: Will my regular electricity bill be affected by the WER? A: <\/span><\/b>No, the WER is processed separately and does not impact your regular electricity bill. <\/span><\/span><\/p>

         <\/span><\/b><\/span><\/p>

        Monitoring and Reporting <\/span><\/b><\/span><\/p>

        Q: How can I monitor my Wheeled Energy Refund (WER)? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>You can track your WER on your virtual account Eskom will issue monthly after the claims process has been completed. <\/span><\/span><\/p>

         <\/span><\/b><\/span><\/p>

        Issue Resolution and Refund Accuracy <\/span><\/b><\/span><\/p>

        Q: What happens if there\u2019s an error in my WER calculation? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>If you identify any discrepancies, contact Eskom\u2019s customer service team. They will investigate and resolve the issue in the next billing cycle.<\/span> <\/span><\/b><\/span><\/p>

         <\/span><\/b><\/span><\/p>

        Generation Wheeling Tariff <\/span><\/b><\/span><\/p>

        Q: What is the Generation Wheeling Tariff? <\/span><\/b><\/span><\/p>

        A: <\/span><\/b>The Generation Wheeling Tariff is the rate used to calculate your WER based on the energy wheeled from your IPP during Peak, Standard, and Off-Peak periods. <\/span><\/span><\/p><\/div>","articlepublicnumber":"KA-01197","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"47a8672c-ec9b-4e2e-82a5-af60b73bd39b","title":"Eskom - Virtual Wheeling"},{"@odata.etag":"W\/\"82850884\"","content":"

        Frequently Asked Questions (Updated)<\/strong><\/span><\/p>

        Question 1<\/strong>: What are Green Energy Attributes?<\/span><\/p>

        Answer: Green Energy Attributes are the environmental benefits, credits and emissions reductions attributable to electricity generated from renewable energy sources such as solar, wind and hydro power.<\/span><\/p>

        Question 2: Why should I participate?<\/span><\/p>

        Answer: Participation in the Green Energy Attributes Programme demonstrates a commitment to sustainability by reducing greenhouse gas emissions and supporting a cleaner environment. Registered installations may also access Eskom grid services such as net-billing, wheeling and banking, and participants can monetise their renewable environmental energy attributes.<\/span><\/p>

        Question 3: Who is Eligible?<\/span><\/p>

        Answer: Prosumers, defined as customers with registered renewable energy generation facilities such as solar PV, wind or hydro, are eligible to participate in the Green Energy Attributes Programme.<\/span><\/p>

        Question 4: Why did Eskom introduce the Green Energy Attributes Programme?<\/span><\/p>

        Answer: The programme was introduced to incentivise renewable energy generation, reduce greenhouse gas emissions, and support South Africa\u2019s transition to a cleaner and more sustainable energy system.<\/span><\/p>

        Question 5: What are the benefits of participating in the programme?<\/span><\/p>

        Answer: Participants can demonstrate their commitment to sustainability, monetise renewable energy attributes, and contribute to reduced carbon emissions while supporting a cleaner electricity system.<\/span><\/p>

        Question 6: How do Green Energy Attributes support environmental sustainability?<\/span><\/p>

        Answer: Green Energy Attributes promote the use of renewable energy, reduce reliance on fossil fuels, lower carbon emissions, and support national and global climate objectives.<\/span><\/p>

        Question 7: Where can I get more information about Green Energy Attributes?<\/span><\/p>

        Answer: More information is available on the Eskom website or by engaging Eskom Distribution through its official customer and programme contact chann<\/span><\/p><\/div>","articlepublicnumber":"KA-01188","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"4c8591aa-23b8-4d5c-b215-c2781c68a8a7","title":"Eskom \u2013 Green Energy Attributes"},{"@odata.etag":"W\/\"85020802\"","content":"

        Eskom - Standard Offer Programme<\/u><\/strong><\/span><\/span><\/p>

        Question 1: What is the Standard Offer?<\/strong><\/span><\/span>
        Answer: <\/strong>The Standard Offer is an Eskom energy procurement programme that allows generators, traders or consumers with surplus energy to sell electricity to Eskom under standard terms and pricing.<\/span><\/span><\/p>

        Question 2: Who can participate in the Standard Offer programme?<\/strong><\/span><\/span>
        Answer: <\/strong>Privately owned generators, traders with a mandate from generators, and consumers with surplus generation capacity who meet Eskom\u2019s qualification requirements may participate.<\/span><\/span><\/p>

        Question 3: What are the basic requirements to participate?<\/strong><\/span><\/span>
        Answer: <\/strong>Participants must comply with regulatory requirements, have licensed or registered generation facilities, and be able to connect to the Eskom or municipal grid.<\/span><\/span><\/p>

        Question 4: How long can a generator contract with Eskom under the Standard Offer?<\/strong><\/span><\/span>
        Answer: <\/strong>Generators may enter into a Power Purchase Agreement with Eskom for a period of up to three years.<\/span><\/span><\/p>

        Question 5: How much does Eskom pay for electricity under the Standard Offer?<\/strong><\/span><\/span>
        Answer: <\/strong>Eskom pays either a static or dynamic price based on the selected pricing option, calculated at the avoided cost of Eskom\u2019s own generation.<\/span><\/span><\/p>

        Question 6: What is the static pricing option?<\/strong><\/span><\/span>
        Answer: <\/strong>The static price is determined annually based on Eskom\u2019s regulatory approved cost of generation and follows a time-of-use structure.<\/span><\/span><\/p>

        Question 7: What is the dynamic pricing option?<\/strong><\/span><\/span>
        Answer: <\/strong>The dynamic price is determined on a day-ahead basis through the Eskom Dynamic Energy Market and reflects the marginal cost of generation per hour.<\/span><\/span><\/p>

        Question 8: How does a generator participate in the Standard Offer?<\/strong><\/span><\/span>
        Answer: <\/strong>Generators must submit an application to Eskom Distribution Energy Trader and, once approved, enter into a standard Power Purchase Agreement.<\/span><\/span><\/p>

        Question 9: How does the application process work?<\/strong><\/span><\/span>
        Answer: <\/strong>Applicants complete and submit the Standard Offer application form to Eskom, after which Eskom reviews and responds with contracting requirements.<\/span><\/span><\/p>

        Question 10: I have applied but received no response. How do I follow up?<\/strong><\/span><\/span>
        Answer: <\/strong>Applicants may follow up by contacting Eskom Distribution Energy Trader via the published contact details.<\/span><\/span><\/p>

        Question 11: What is required from the seller during contract execution?<\/strong><\/span><\/span>
        Answer: <\/strong>Sellers must provide day-ahead energy forecasts and meet operational and reporting requirements during the contract period.<\/span><\/span><\/p>

        Question 12: Can participants change between static and dynamic pricing?<\/strong><\/span><\/span>
        Answer: <\/strong>A pricing option is selected at the start of the contract and may only be changed after twelve months.<\/span><\/span><\/p>

        Question 13: Where can I get more information on the Standard Offer programme?<\/strong><\/span><\/span>
        Answer:<\/strong> More information is available on the Eskom website or by contacting the Distribution Energy Trader at DET@eskom.co.za.<\/span><\/span><\/p><\/div>","articlepublicnumber":"KA-01196","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"fc857302-6ac2-41db-b00f-d10aa3605d80","title":"Eskom - Standard Offer Programme"},{"@odata.etag":"W\/\"85020376\"","content":"

        Eskom - Green Energy Attributes<\/u><\/strong><\/span><\/span><\/p>

         <\/p>

        Question 1: What are Green Energy Attributes?<\/strong><\/span><\/span><\/p>

        Answer: <\/strong>Green Energy Attributes are the environmental benefits, credits and emissions reductions attributable to electricity generated from renewable energy sources such as solar, wind and hydro power.<\/span><\/span><\/p>

        Question 2: Why should I participate?<\/strong><\/span><\/span><\/p>

        Answer: <\/strong>Participation in the Green Energy Attributes Programme demonstrates a commitment to sustainability by reducing greenhouse gas emissions and supporting a cleaner environment. Registered installations may also access Eskom grid services such as net-billing, wheeling and banking, and participants can monetise their renewable environmental energy attributes.<\/span><\/span><\/p>

        Question 3: Who is Eligible?<\/strong><\/span><\/span><\/p>

        Answer: Prosumers, defined as customers with registered renewable energy generation facilities such as solar PV, wind or hydro, are eligible to participate in the Green Energy Attributes Programme.<\/span><\/span><\/p>

        Question 4: Why did Eskom introduce the Green Energy Attributes Programme?<\/strong><\/span><\/span><\/p>

        Answer: <\/strong>The programme was introduced to incentivise renewable energy generation, reduce greenhouse gas emissions, and support South Africa\u2019s transition to a cleaner and more sustainable energy system.<\/span><\/span><\/p>

        Question 5: What are the benefits of participating in the programme?<\/strong><\/span><\/span><\/p>

        Answer: Participants can demonstrate their commitment to sustainability, monetise renewable energy attributes, and contribute to reduced carbon emissions while supporting a cleaner electricity system.<\/span><\/span><\/p>

        Question 6: How do Green Energy Attributes support environmental sustainability?<\/strong><\/span><\/span><\/p>

        Answer:<\/strong> Green Energy Attributes promote the use of renewable energy, reduce reliance on fossil fuels, lower carbon emissions, and support national and global climate objectives.<\/span><\/span><\/p>

        Question 7: Where can I get more information about Green Energy Attributes?<\/strong><\/span><\/span><\/p>

        Answer: <\/strong>More information is available on the Eskom website or by engaging Eskom Distribution through its official customer and programme contact channels.<\/span><\/span><\/p><\/div>","articlepublicnumber":"KA-01192","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"efbfe5d7-7c50-498e-8bf9-e7553ef68f2d","title":"Eskom - Green Energy Attributes"},{"@odata.etag":"W\/\"85020678\"","content":"

        Eskom \u2013 Small-Scale Embedded Generation (SSEG) <\/u><\/strong><\/span><\/span>

        Question 1: How long does an application take to get approval from Eskom?<\/strong><\/span><\/span>
        Answer: <\/strong>The application approval process takes approximately 90 days, provided that all requirements are met.<\/span><\/span><\/p>

        Question 2: How long does it take for a connection?<\/strong><\/span><\/span>
        Answer: <\/strong>The connection timeline will be indicated on the quotation issued by Eskom.<\/span><\/span><\/p>

        Question 3: Why is the SSEG process difficult and complicated?<\/strong><\/span><\/span>
        Answer: <\/strong>The process ensures compliance with legal, technical and safety requirements to protect customers, Eskom employees and the electricity network.<\/span><\/span><\/p>

        Question 4: Can I submit simultaneous applications for SSEG and a new electricity supply?<\/strong><\/span><\/span>
        Answer: <\/strong>Yes. Simultaneous applications are allowed, provided all requirements are met.<\/span><\/span><\/p>

        Question 5: Do I go through the call centre to apply?<\/strong><\/span><\/span>
        Answer: <\/strong>Yes. Applications can be made through the Eskom Call Centre, MyEskom App, SMS, email, customer executive, or CS Online.<\/span><\/span><\/p>

        Question 6: How much does it cost to get connected?<\/strong><\/span><\/span>
        Answer: <\/strong>Costs depend on the network impact and are detailed in the quotation issued by Eskom.<\/span><\/span><\/p>

        Question 7: Do all SSEG installations have to be registered with NERSA?<\/strong><\/span><\/span>
        Answer: <\/strong>Installations above 100 kW must be registered with NERSA. Smaller systems must be registered with Eskom.<\/span><\/span><\/p>

        Question 8: What is required for customers who want to be completely off-grid?<\/strong><\/span><\/span>
        Answer: <\/strong>Customers must apply for termination of their electricity supply in accordance with their contract conditions.<\/span><\/span><\/p>

        Question 9: Can a solar system be installed without going through the full SSEG process?<\/strong><\/span><\/span>
        Answer: <\/strong>Yes, but only for stand-alone (off-grid) systems that do not operate in parallel with the Eskom network.<\/span><\/span><\/p>

        Question 10: Why does the supply voltage change if the project is more than 350 kW?<\/strong><\/span><\/span>
        Answer: <\/strong>For generators greater than 350 kW, customers are required to own the transformer to manage its size and capacity.<\/span><\/span><\/p>

        Question 11: Why is there a 350 kW limit and not 375 kW?<\/strong><\/span><\/span>
        Answer: <\/strong>The limit is based on network planning principles and operational constraints.<\/span><\/span><\/p>

        Question 12: Is Eskom still requiring an MV re-closer or is DGSL sufficient?<\/strong><\/span><\/span>
        Answer: <\/strong>For overhead MV networks, Eskom requires an MV re-closer if one is not already installed.<\/span><\/span><\/p>

        Question 13: Can an Eskom prepaid meter customer connect solar PV and feed back into the grid?<\/strong><\/span><\/span>
        Answer: <\/strong>No. The customer must be on a Time-of-Use tariff with an appropriate meter.<\/span><\/span><\/p>

        Question 14: Is there a limit to the number of connected SSEGs on a feeder?<\/strong><\/span><\/span>
        Answer: <\/strong>Yes. The total generation capacity must be less than 15% of the MV feeder\u2019s peak load.<\/span><\/span><\/p>

        Question 15: Is permission required from Eskom before installing a generator?<\/strong><\/span><\/span>
        Answer: <\/strong>Yes. All grid-tied generators require Eskom approval before connection.<\/span><\/span><\/p>

        Question 16: What happens if a generator is connected without Eskom approval?<\/strong><\/span><\/span>
        Answer: <\/strong>Unauthorised connections may result in disconnection or corrective action.<\/span><\/span><\/p>

        Question 17: Is it possible to get more information about hybrid solar PV and battery installations?<\/strong><\/span><\/span>
        Answer: <\/strong>Eskom is working on guidance and information will be shared at a later stage.<\/span><\/span><\/p>

        Question 18: How will Eskom policy translate into municipal opportunities and costs?<\/strong><\/span><\/span>
        Answer: <\/strong>Eskom collaborates with municipalities and industry stakeholders on SSEG policy development.<\/span><\/span><\/p>

        Question 19: Does Notified Maximum Demand (NMD) still apply to MV-connected generators?<\/strong><\/span><\/span>
        Answer: <\/strong>No. MV-connected generators do not have an NMD cap; approval depends on the point of connection.<\/span><\/span><\/p>

        Question 20: When will Eskom allow grid-tied SSEG on shared LV networks?<\/strong><\/span><\/span>
        Answer: <\/strong>Shared LV network connections are currently not allowed; future implementation is under consideration.<\/span><\/span><\/p>

        Question 21: Why is energy banking limited to 1 MVA?<\/strong><\/span><\/span>
        Answer: <\/strong>Banking is a concession limited to small plants to manage network, revenue and operational impacts.<\/span><\/span><\/p>

        Question 22: Why must customers pay for tariff conversion before SSEG approval?<\/strong><\/span><\/span>
        Answer: <\/strong>Tariff conversions and SSEG applications are quoted separately, and quotation fees are non-refundable.<\/span><\/span><\/p>

        Question 23: What happens to banked energy at year-end?<\/strong><\/span><\/span>
        Answer: <\/strong>Banked energy credits expire and are written off at the end of the banking period.<\/span><\/span><\/p><\/div>","articlepublicnumber":"KA-01194","msdyn_iscontentsyncedtostore":false,"knowledgearticleid":"90dcf28f-f97a-47de-aad5-f0eed993d791","title":"Eskom \u2013 Small-Scale Embedded Generation (SSEG)"}]}