SEC operates a Toll Free Line 800 9000 and a Call Centre which operates between 06:00 and 22:00 on week days. During weekends and holidays the Call Centre operates between 08:00 and 19:00.

For your convenience SEC operates a 24hr faults attendance at our depots and Call Centres. SEC has a SCADA system which enables SEC to remotely monitor SEC's distribution and transmission network infrastructure. However, the SCADA network does not pickup individual faults. SEC relies on you to advice, should supplies be interrupted for any reason.

1. When power goes off, make sure that appliances which had been switched ON for use are switched OFF.
2. Check the Main switch or Circuit Breaker in your Distribution Board and make sure it is ON. Confirm with neighbours whether they are also affected or not.
3. If only part of your installation, say some lights or socket outlets are not working, check in your distribution board.
4. Switches supplying the circuits may have tripped out. Should that be the case, ensure that all the appliances connected to that circuit are switched off.
5. Attempt to reset the switch. If it stays on, switch on the appliances in use one at a time, observing the effect on the supply.
6. A faulty appliance will result in the supply tripping again. Unplug the appliance and have it checked by a competent person. If the circuit trips out with all appliances switched off, call a competent person to attend the fault.
7. SEC does not rectify faults within the consumer's installation, i.e. after the meter. Advice may however be given during the process of faultfinding.

• Do not wait for your neighbour to contact SEC; they may also be waiting for you to do so. Should the response times quoted above expire before power is restored, give SEC a reminder.
• Call the SEC Toll Free 800 9000 between 6 A.M. until 10P.M. weekdays and 8A.M. until 7P.M. on weekends and holidays. After hours you can call your nearest depot and state your name, physical address and where possible a brief description of the fault and indicate if it is affecting other consumers as well
• The depot should give you a reference number once you have logged a call
• SEC undertakes to restore electricity supplies within 6o minutes for low voltage faults and 2 ½ hours for high voltage faults within 50kms of radial distance
• SEC also undertakes to restore electricity supplies within 48 hours of logging the fault if there has been a storm
• Should you not be satisfied then you can request to speak to the depot Branch Superintendent
• If you are not satisfied with the response by the Branch Superintendent then you can call the Distribution Manager at 2409 4000 and thereafter the Marketing Manager at 2409 4293 and thereafter the GM Customer Services at 2409 4000
• It is requested that you follow this protocol and exercise patience

SEC entertains complaints when you are not happy with the way your query is being addressed then you can escalate your complaint. You have every right to take your query further if you are not satisfied. You have every right to be treated with dignity, respect and receive speedy service.

• Telephonic
• Handwritten
• Type written
• Faxed
• Emailed to queries@sec.co.sz