ZESCO Fault Reporting: How to Get Your Power Back Faster
Introduction
When the lights go out and it’s not your scheduled load-shedding time, it’s a fault. In Zambia, the speed of your repair depends entirely on how you report it. Here is the official way to get a reference number and ensure ZESCO takes action.
1. Why the “Reference Number” is King
A reference number (or complaint number) is your only legal proof that you reported a problem. Without it, your complaint doesn’t exist in ZESCO’s system.
Accountability: If your power isn’t back in 24 hours, you need that number to escalate the issue to the Energy Regulation Board (ERB).
Prioritization: ZESCO’s dispatch center prioritizes areas with the highest number of unique reference numbers.
2. How to Report a Fault Online (Self-Service)
Avoid the long hold times on the 0211 363636 call center by using the ZESCO Self-Service Portal.
Information You Will Need:
Before you start, make sure you have:
Meter Number: This identifies your exact location.
Mobile Number: For the technician to call you when they are near.
Complaint Category: Choose carefully from the list below.
The Step-by-Step Process:
Visit the Portal: Go to the ZESCO Faults Page.
Fill in Your Details: Enter your First Name, Last Name, and Email.
Identify the Issue: Choose the correct Complaint Category:
Faults Related: Total blackout, partial power (one phase), or sparking wires.
Delayed Services: Use this if you already have a reference number but no one has shown up.
Vandalism/Illegal Connection: For reporting stolen cables or suspicious connections.
Describe the Problem: In the Complaint Description, be specific. (e.g., “Total blackout on [Street Name] after a loud bang from the transformer.”)
Submit: Your Reference Number will be generated immediately on the screen. Take a screenshot!
3. The “Neighborhood Pool” Strategy
If a transformer in your area has blown or a major cable is down, one report is often not enough. To get faster service, use the Community Pooling Method:
Coordinate on WhatsApp: Ask everyone on your street/complex to report the fault individually.
The Power of Volume: When ZESCO sees 20 different reference numbers for the same street, their system flags it as a “Network Failure” instead of a single house fault. Network failures are usually moved to the top of the priority list.
Collect the Numbers: Have one person (like a neighborhood chairman) collect all the reference numbers. If the power isn’t back in 48 hours, use this list to visit the local Depot (e.g., Chelston, Roma, or Industrial Area) to show the scale of the problem.
4. What to Do After Reporting
Stay Reachable: Technicians will often call the mobile number provided to ask for directions or to check if the power has returned after they flipped a switch at the substation.
Safety First: If the fault involves fallen wires, stay at least 10 meters away. Do not attempt to move them yourself.
