Eskom’s missed opportunity for empathy and efficiency

Eskom’s chaotic attempt to recode prepaid electricity meters has laid bare a lack of planning and communication that has caused undue distress for many South Africans.

The images of Soweto residents standing in long, cold, and rain-drenched queues symbolise more than inefficiency—they reveal a deeper failure to anticipate and address the human impact of this campaign.

Tragically, these shortcomings culminated in the loss of life, a stark reminder that bureaucracy must never trump humanity.

While the recoding of prepaid meters is essential for improved accountability, the process could and should have been managed far better. The decision to set an initial rigid deadline, followed by a rushed extension, reflects a punitive approach that seemed targeted at zero buyers—many of whom are non-paying customers due to financial hardship, not malice. In a country where the cost of living has pushed countless families into a precarious grey area, Eskom and the government missed an opportunity to address the issue with compassion and creativity.

There were better ways to ensure compliance. A well-coordinated public awareness campaign, rolled out months in advance, could have averted much of the chaos. Clear communication through community forums, social media, and trusted local leaders would have allowed residents to resolve their issues without panic. Moreover, staggered deadlines or door-to-door assistance in high-density areas could have eased the process for vulnerable households.

Instead, the campaign’s shortcomings created fertile ground for opportunistic criminals, preying on residents desperate to stay connected. Eskom’s warnings about scams are necessary, but they are a band-aid over a wound inflicted by poor planning.

The one-off fines and repayment plans for zero buyers also raise questions about fairness. While financial accountability is crucial, these measures must be balanced with realistic terms that reflect the socio-economic realities of many households.

If Eskom’s goal is to foster trust and cooperation, it must do more than penalise. A people-centered approach, informed by empathy and robust communication, is essential. South Africans deserve more than light—they deserve leadership that illuminates the path forward.

** The views expressed here are not necessarily those of Independent Media.

Cape Argus

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