Bloemfontein residents are struggling to buy prepaid electricity after Centlec started with an update without warning.
The DA in Mangaung called for improved communication and public notices from the electricity supplier, Centlec, after residents across Mangaung experienced technical disruptions when attempting to purchase electricity through vendors and online banking.
Salmé Pretorius, DA councillor said residents who did manage to complete purchases were unable to load tokens successfully, with many transactions being declined.
Centlec’s spokesperson informed councillors on Saturday evening that the disruptions were due to a forced system data migration implemented on Friday night. The fact that such a critical process was carried out without prior notice to residents is deeply concerning, especially given the essential nature of electricity and it being at the beginning of a month when people usually buy electricity.
Pretorius said migrating a vendor system for electricity tokens is a complex and time-consuming task. It requires the secure transfer of critical data, including customer information, meter numbers, and vending keys—and the seamless integration of the new system with various platforms.
This process must be preceded by thorough planning, testing, staff training, and communication to ensure a smooth transition with minimal disruption.
“Unfortunately, Centlec’s failure to inform residents in advance meant that many were left in the dark – both literally and figuratively – without any opportunity to plan or make alternative arrangements.”
This incident underscores the urgent need for the following action steps:
Advance public Notice: Any planned system changes or upgrades must be communicated well in advance.
Multi-platform communication: Notices should be published across Centlec’s website, social media, local radio, SMS, and other platforms to ensure wide reach.
Real-time updates: Residents must receive regular and transparent updates throughout such processes.
Dedicated support channels: During disruptions, a dedicated hotline or WhatsApp number should be available for queries and assistance.
Contingency planning: Reliable contingency and backup systems must be in place to prevent complete service outages.
“The residents of Mangaung deserve better. They deserve reliable service delivery, clear communication, and accountability from their service providers.We will continue to fight for these basic standards on their behalf,” Pretorius said.
According to Lele Mamatu, spokesperson for Centlec, electricity can still be bought at third party vendors. A list of this vendors are on Centlec’s Facebook Page. Some of these authorized vendors inclode Poloko Trading in 159 Oliver Tambo Road, Oranjesig and Loopy’s Cafe, 19 Alexandra Avenue.
Direct enquiries to the Centlec Call centre on 051 409 2345 or on the WhatsApp line on 068 178 0700.
