1. Introduction
The Zimbabwe Electricity Supply Authority (ZESA) is the national power utility responsible for the generation, transmission and distribution of electricity throughout Zimbabwe. Its subsidiary, the Zimbabwe Electricity Transmission and Distribution Company (ZETDC), handles the supply of electricity to homes and businesses and is therefore the body to contact when a consumer experiences a fault.
Faults that consumers commonly need to report include unplanned power outages, downed or sparking power lines, damaged poles or transformers, faulty pre-paid meters, low voltage, and incidents involving cables damaged by storms or accidents. Reporting these faults quickly not only restores supply faster but also helps protect lives and property.
This guide explains how to report a fault by phone or WhatsApp, what information to have ready, and where to find ZESA / ZETDC offices nationally and in each region of Zimbabwe.
2. When to Report a Fault
Consumers should contact ZESA / ZETDC whenever any of the following occur:
- A total power outage in your home, street or neighbourhood that is not part of an announced load-shedding schedule.
- Fallen, sagging, sparking or exposed power lines, these are emergencies and should be reported immediately.
- A damaged or leaning electricity pole, broken stay wire, or vandalised transformer.
- A faulty, blank, beeping or smoking pre-paid meter, or a meter that cannot accept tokens.
- Low voltage, flickering lights or unusually high voltage that damages appliances.
- Suspected illegal electricity connections or theft of ZESA infrastructure.
- Trees, branches or structures interfering with power lines.
3. How to Report a Fault
ZETDC offers several reporting channels. The two primary channels are the toll-free National Contact Centre (704) and WhatsApp. Every fault report receives a unique reference number that should be retained for follow-ups.
3.1 By WhatsApp (Recommended for Text-Based Reporting)
WhatsApp is the fastest written channel and is especially useful when phone lines are busy or when you need a written record. Save the numbers below as new contacts on your phone before you need them.
Official ZETDC National WhatsApp fault lines:
- 0715 519 387
- 0715 519 389
- 0719 219 977
These same numbers are split by district within the Harare region. For faster routing, send your message to the WhatsApp number that covers your suburb:
| District | Suburbs Covered | WhatsApp Number |
| Eastern | Harare CBD, Mabvuku, Borrowdale, Ruwa | 0719 219 977 |
| Northern | Kuwadzana, Warren Park, Mabelreign | 0715 519 387 |
| Southern | Glen View, Southerton, Waterfalls | 0715 519 389 |
Bulawayo WhatsApp fault line:
- 0771 902 403
When sending a WhatsApp fault report, include the following in a single message:
- Your full name.
- Your ZESA account number or pre-paid meter number.
- Your physical address (suburb, street, house / stand number) and the nearest landmark.
- A short description of the fault and the time it started.
- A callback phone number.
ZETDC will reply with a reference number — keep this for follow-ups. Do not call these WhatsApp numbers; send text messages only.
3.2 By Phone — National Contact Centre
- Dial the short code 704 from any local mobile or landline network, or call 0242 704 040 or 0868 800 3485 / 6.
- State clearly that you are reporting a fault.
- Provide your full name, physical address (suburb, street and house number), nearest landmark, ZESA account or meter number, and a working callback number.
- Describe the fault as accurately as possible (e.g. “no power since 4pm”, “transformer humming and smoking”, “sparking cable on the pavement”).
- Write down the reference number the agent gives you — this is your proof of report and is needed for follow-ups.
3.3 By Email
For non-urgent faults, billing complaints, or written records, email contactcentre@zetdc.co.zw or pr@zetdc.co.zw. For ZESA Holdings corporate matters, use pr@zesaholdings.co.zw.
3.4 ZETDC Self-Service Portal
Visit https://selfservice.zetdc.co.zw to log faults online and to track existing complaints using the reference number issued at the time of reporting.
3.5 Social Media
ZETDC monitors its official Facebook page (facebook.com/ZetdcOfficial) and X / Twitter handle (@ZetdcOfficial). Direct messages and tagged posts about faults are responded to during working hours.
3.6 In Person
Consumers may walk in to any ZETDC depot or regional office during working hours (typically 08:00 to 16:30, Monday to Friday). The relevant office addresses are listed in Section 6.
4. Information to Have Ready
To speed up fault resolution, consumers should have the following information available before contacting ZESA / ZETDC:
- Full name of the account holder.
- ZESA account number or pre-paid meter number (printed on bills and on the meter).
- Physical address, including suburb, street and stand or house number.
- Nearest landmark (school, shopping centre, clinic) to help locate the fault.
- A clear description of the fault and the time it started.
- A daytime contact number on which the field team can reach you.
- Photographs of the fault where it is safe to take them (do not approach fallen lines).
5. Safety Reminders
- Never touch or approach a fallen power line — always assume it is live.
- Keep children, livestock and vehicles at least 10 metres away from a downed line.
- Do not attempt to repair ZESA infrastructure yourself. Only qualified ZETDC technicians are authorised to do so.
- Switch off and unplug sensitive appliances during a fault to protect them from voltage surges when power is restored.
- Report any suspicious activity around substations, transformers or ZESA wires to the police on 995 and to ZETDC.
6. National and Regional Office Contact Details
6.1 ZESA Holdings — National Head Office
| Organisation | ZESA Holdings (Pvt) Ltd — National Headquarters |
| Physical Address | Electricity Centre, 25 Samora Machel Avenue, Harare, Zimbabwe |
| Postal Address | P.O. Box 377, Harare |
| Main Telephone | +263 (0)242 774 501 / 2 / 6 / 8 / 24 / 25 / 27 / 31 |
| Alternative | (024) 2 773 388 |
| Emergency Line | (024) 2 773 999 |
| Fax | +263 (0)242 774 542 / 3 |
| General Email | pr@zesaholdings.co.zw |
| Website | www.zesaholdings.co.zw |
6.2 ZETDC National Contact Centre
| Organisation | ZETDC National Contact Centre (24/7 fault line) |
| Location | Electricity Centre, 25 Samora Machel Avenue, Harare |
| Short Code (Toll-Free) | 704 |
| Telephone | 0242 704 040 |
| Mobile | 0868 800 3485 / 0868 800 3486 |
| WhatsApp (National) | 0715 519 387 / 0715 519 389 / 0719 219 977 |
| contactcentre@zetdc.co.zw | |
| Self-Service Portal | https://selfservice.zetdc.co.zw |
| Website | www.zetdc.co.zw |
| facebook.com/ZetdcOfficial | |
| X / Twitter | @ZetdcOfficial |
6.3 Regional Offices
The following are the main regional offices that consumers may visit or contact directly. Where a regional office cannot be reached, consumers should fall back to the National Contact Centre on 704 or the national WhatsApp numbers.
Harare Region (Head Office)
| Address | Electricity Centre, 25 Samora Machel Avenue, Harare |
| Telephone | 0242 704 040 / 0242 774 501 |
| Mobile | 0868 800 3485 / 6 |
| Fault WhatsApp — Eastern | 0719 219 977 (CBD, Mabvuku, Borrowdale, Ruwa) |
| Fault WhatsApp — Northern | 0715 519 387 (Kuwadzana, Warren Park, Mabelreign) |
| Fault WhatsApp — Southern | 0715 519 389 (Glen View, Southerton, Waterfalls) |
| contactcentre@zetdc.co.zw |
Western Region — Bulawayo
| Address | ZETDC Western Region Offices, Cnr 11th Avenue / Jason Moyo Street, Bulawayo |
| Telephone | +263 (0)292 267 061 / 2 / 3 |
| Bulawayo Control Centre | (09) 290 603 |
| Fault Mobile | 0712 615 127 / 0775 995 535 |
| Fault WhatsApp | 0771 902 403 |
| bulawayo@zesaholdings.co.zw |
Southern Region — Gweru
| Address | ZETDC Southern Region Office, 78 Robert Mugabe Way, Gweru |
| Telephone | (054) 2 345 678 / 0542 222 600 |
| National Fault Line | 704 / 0242 704 040 |
| National WhatsApp | 0715 519 387 / 0715 519 389 / 0719 219 977 |
| gweru@zesaholdings.co.zw |
Eastern Region — Mutare
| Address | ZETDC Eastern Region Office, Cnr Robert Mugabe Avenue & 1st Street (45 Herbert Chitepo Street), Mutare |
| Telephone | (020) 6 234 567 / 020 60311 |
| National Fault Line | 704 / 0242 704 040 |
| National WhatsApp | 0715 519 387 / 0715 519 389 / 0719 219 977 |
| mutare@zesaholdings.co.zw |
Masvingo Region
| Address | ZETDC Masvingo Region Office, 12 Simon Muzenda Street, Masvingo |
| Telephone | (039) 2 456 789 / 039 262 388 |
| National Fault Line | 704 / 0242 704 040 |
| National WhatsApp | 0715 519 387 / 0715 519 389 / 0719 219 977 |
| masvingo@zesaholdings.co.zw |
Mashonaland West Region — Chinhoyi
| Address | ZETDC Mashonaland West Office, Magamba Way, Chinhoyi |
| Telephone | (067) 2 122 234 |
| National Fault Line | 704 / 0242 704 040 |
| National WhatsApp | 0715 519 387 / 0715 519 389 / 0719 219 977 |
| contactcentre@zetdc.co.zw |
Northern Region — Bindura
| Address | ZETDC Northern Region Office, Trojan Road, Bindura |
| Telephone | (066) 2 107 545 |
| National Fault Line | 704 / 0242 704 040 |
| National WhatsApp | 0715 519 387 / 0715 519 389 / 0719 219 977 |
| contactcentre@zetdc.co.zw |
7. Following Up on a Reported Fault
If a reported fault is not resolved within a reasonable time, consumers should escalate the matter using the following steps:
- Call 704 or send a WhatsApp message again, quoting the original reference number to check the status of the report.
- Track the complaint online via the ZETDC self-service portal at https://selfservice.zetdc.co.zw/trackcomplaint.
- Visit the nearest ZETDC regional office in person with the reference number and proof of identity.
- If still unresolved, escalate to ZESA Holdings via pr@zesaholdings.co.zw or write to the Managing Director, ZETDC, P.O. Box 377, Harare.
- Consumers may also lodge a complaint with the Zimbabwe Energy Regulatory Authority (ZERA), the industry regulator, at info@zera.co.zw or by calling +263 (0)242 759 411.
8. Useful Tips for Consumers
- Save 704 and the WhatsApp numbers (0715 519 387, 0715 519 389, 0719 219 977 and 0771 902 403 for Bulawayo) on your phone before you need them.
- Confirm whether an outage is due to a fault or a scheduled load-shedding period before reporting — ZETDC publishes load-shedding schedules on its website and social media.
- Keep your ZESA account number and meter number in a safe and easily accessible place.
- Use WhatsApp for written records and photos of damaged infrastructure; use 704 for emergencies and faster voice contact.
- Report streetlight, transformer and substation faults even if your own home still has power — early reporting prevents wider outages.
- Always be courteous and clear when contacting ZETDC; this helps agents log accurate information and dispatch the right team.