If you live in Cape Town and encounter a pothole, water leak, electricity fault, blocked drain, illegal dumping or another municipal problem, you can report it directly to the City of Cape Town.
The City’s C3 service request system is used to report faults, concerns and requests for municipal services. You can submit a request online through the City’s Service Requests Portal, or use other reporting channels depending on the type of problem.
This guide explains how the city of cape town service request system works, what you can report, how to submit a request, how to track it and what to do if your problem has been marked as resolved but has not actually been fixed.
- What is a City of Cape Town service request?
- What can you report through the City service request system?
- City of Cape Town service request vs e-Services
- How to log a City of Cape Town service request online
- Step 4: Enter Account/Meter
- Can you check the status of a City service request?
- What happens if your service request is marked as closed?
- How to follow up on a COCT service request
- Can you escalate an unresolved City service request?
- Do not submit the same request through multiple channels
- City of Cape Town service request contact details
- Important: the online system may work better on a computer
- What information should you keep after submitting a request?
- City of Cape Town service request checklist
- Frequently asked questions
- What is a COCT service request?
- How do I submit a City of Cape Town service request?
- How do I check my City of Cape Town service request?
- How do I report an electricity fault in Cape Town?
- Can I report an electricity meter problem online?
- What if my service request is closed but the problem has not been fixed?
- What if my City service request remains unresolved?
- Do I need an e-Services account to report a service request?
What is a City of Cape Town service request?
A City of Cape Town service request is a report submitted to the municipality when you need the City to investigate or attend to a fault, problem or municipal service issue.
The City refers to its online reporting system as the C3 Service Request Tool. It allows residents to report issues online and receive a reference number that can be used when checking on the progress of the request.
The online portal currently provides options to:
- Create a new service request
- Search for an existing service request
- Dispute a closed or completed service request
- Report faults and concerns to the appropriate City department
Service requests are intended to help ensure effective service delivery throughout Cape Town.
You can access the official Service Requests Portal here:
City of Cape Town Service Requests Portal
What can you report through the City service request system?
The C3 system covers a broad range of municipal problems.
Examples include:
| Problem | Can you report it as a service request? |
| Electricity fault or unscheduled outage | Yes |
| Water-related fault | Yes |
| Leaking water pipe | Yes |
| Blocked stormwater drain | Yes |
| Uncollected refuse | Yes |
| Illegal dumping | Yes |
| Damaged or missing street signs | Yes |
| Graffiti or vandalised City property | Yes |
| Tree-related municipal issues | Yes |
| Problems with public spaces | Yes |
| Noise nuisance | Yes |
| Certain traffic-related issues | Yes |
| Problem buildings | Yes |
| Unscheduled water supply disruption | Yes |
The City provides a longer list of predefined categories through its service request system. If your issue does not fit one of the available categories, the City advises residents to contact the relevant department instead.
City of Cape Town service request vs e-Services
These two online systems can be confusing because they are both operated by the City of Cape Town, but they serve different purposes.
The C3 Service Request system is primarily used to report faults, problems and requests for municipal services.
The City’s e-Services platform provides access to other online municipal services, including municipal accounts and certain electricity-related applications. Residents need to register for an e-Services account to access those services.
For example, applying for a new or modified electricity connection is handled through the City’s Energy Services Applications platform on e-Services.
How to log a City of Cape Town service request online
The City provides an online service request portal where you can create, search for and dispute service requests.
Step 1: Open the Service Requests Portal
Go to the official City of Cape Town Service Requests Portal:
Open the City of Cape Town Service Requests Portal
The portal provides three main options:
- Create Service Request
- Search Service Request
- Dispute Service Request
Select Create Service Request to report a new problem.
Step 2: Select the type of problem
Step 3: Describe the problem clearly
Give the City as much useful information as possible.
The City advises residents to describe their request thoroughly and accurately and to include relevant comments or statements from third parties involved in the issue.
A useful description should explain:
- What is wrong
- Where the problem is
- When you first noticed it
- Whether the problem is intermittent or constant
- Whether other properties appear to be affected
- Any relevant information that could help the City locate or assess the problem
Avoid writing only something such as “meter broken”.
Instead, provide enough detail for the relevant department to understand what needs to be investigated.
The system uses categories to help direct your report to the appropriate City department.
Use the search function, category icons or drop-down menus to find the category that best describes your problem. The City specifically recommends using these options to select the appropriate category.
Try to select the most accurate category rather than choosing a general option when a more specific one is available.
For example, if your problem concerns an electricity supply or meter, look for the relevant electricity category rather than reporting it as a general municipal complaint.
Step 4: Enter Account/Meter
- Select Meter Number as the option for Account/Meter Number.
- Type your 11-digit meter number into the Meter Number field.
- Tap the Magnifying Glass / Search icon to verify the meter until “Account Found” appears.
- Click Next.
Step 5: Enter the location
You will need to identify where the problem is occurring.
Take care when entering or selecting the location because the City needs to know where the fault or problem is situated.
The service request system includes map and location functionality. The City also provides guidance on using the map to identify the location of a request.
If the problem is at a residential property, make sure the location you provide clearly identifies the property affected.
Step 6: Add a photograph if useful
The system allows you to upload an image or photograph to help the City identify the issue.
A photograph can be particularly useful when reporting a visible fault, damaged infrastructure or a meter problem that can be clearly shown.
Make sure the photograph is relevant and clearly shows the issue.
Step 7: Enter your contact details
Provide your current contact information.
This is important because the City may need to contact you about the status of your service request.
Check your details carefully before submitting the request.
Step 8: Submit the request
Once you have checked the information, submit your service request.
You will receive a reference number after submitting the request. Keep this number somewhere safe because you will need it when following up on the report.
A screenshot or saved copy of the confirmation can also be useful for your records.
Can you check the status of a City service request?
Yes.
The Service Requests Portal includes a Search Service Request option for checking an existing request.
You should keep your service request reference number after submitting your report.
The reference number is important when:
- Checking the progress of a request
- Contacting the City about the issue
- Following up if the problem has not been attended to
- Escalating an unresolved request
- Disputing a request that has been closed incorrectly
The City specifically advises residents to ensure they receive and retain the reference number.
What happens if your service request is marked as closed?
A request being marked as closed does not necessarily mean the problem has been resolved to your satisfaction.
If the work has not been done, or the issue remains incomplete, the City provides an option to dispute a closed service request through the fault reporting tool.
Go to the Service Requests Portal and select:
Dispute Service Request
You can then follow the process provided by the system for disputing the closure.
This is particularly useful when a reported problem has been closed but the original fault is still present.
How to follow up on a COCT service request
Your COCT service request reference number is your most useful piece of information when following up.
If the issue has not been resolved, you can contact the City’s Customer Call Centre on 0860 103 089 and provide your reference number. A senior Call Centre agent can escalate an unresolved matter after you have followed up on its progress.
You can also use the online service request system to check the status of the request.
When following up, have these details available:
- Service request reference number
- Property address or location
- Date the request was submitted
- Description of the original problem
- Any previous communication with the City
- Details of what remains unresolved
This gives the City enough information to locate the original report quickly.
Can you escalate an unresolved City service request?
Yes.
Residents should first log the service request through one of its official channels and follow up on its progress. If the issue remains unresolved, the matter can be escalated.
The City lists several ways to submit a service request:
- Online through the Service Requests Portal
- Customer Call Centre on 0860 103 089
- SMS to 31220 for electricity faults
- SMS to 31373 for water faults
- Walk-in centres
- Subcouncil offices
The City advises residents to make sure they receive a reference number.
If a matter remains unresolved after following up, it may be referred to the Office of the City Ombudsman for investigation. Urgent matters that warrant direct intervention can alternatively be referred to the Executive Mayor.
Do not submit the same request through multiple channels
If you have already reported a problem online, avoid immediately submitting the same fault again by SMS, email and telephone.
The City has previously advised residents to use only one reporting channel for the same electricity service request because duplicate reports can cause delays.
Instead:
- Submit the request through your preferred channel.
- Save the reference number.
- Check the progress of the request.
- Follow up using the reference number if necessary.
- Escalate if the matter remains unresolved.
This creates a clearer record of the problem.
City of Cape Town service request contact details
The City’s Customer Call Centre is 0860 103 089. The City lists this number for general service requests and provides different options for accounts, water, electricity and motor vehicle queries.
For electricity faults, the City currently lists:
Telephone: 0860 103 089
SMS: 31220
Email: power@capetown.gov.za
WhatsApp: 060 018 1505
For general enquiries, the City lists contact.us@capetown.gov.za. For account queries, it lists accounts@capetown.gov.za.
For emergencies, the City lists 021 480 7700.
Important: the online system may work better on a computer
The City currently notes that its e-Services application does not fully support mobile phones or tablets and recommends using a laptop or desktop computer instead. It also recommends using an up-to-date supported browser.
If you are having difficulty completing an online request on your phone, trying the process from a computer may resolve the problem.
The City also notes that residents may experience intermittent issues with the service request system. If you cannot submit your report online, use one of the alternative channels provided for the relevant department.
What information should you keep after submitting a request?
Keep a record of your report until the problem has been resolved.
Your records should include:
- Service request reference number
- Date and time the request was submitted
- Location of the problem
- Description of the fault
- Photographs uploaded
- Any emails or messages sent to the City
- Responses received from the City
- Dates of follow-ups
- Details of any escalation
This information becomes particularly useful if you need to dispute the closure of the request or escalate an unresolved issue.
City of Cape Town service request checklist
Before submitting your request, check that you have:
- Selected the correct category
- Provided the correct location
- Described the problem clearly
- Added relevant dates or other useful details
- Uploaded a photograph if it helps show the problem
- Provided accurate contact details
- Checked the information before submitting
- Saved the reference number after submission
Frequently asked questions
What is a COCT service request?
A COCT service request is a report submitted to the City of Cape Town about a municipal fault, problem or service-related issue. The City’s C3 system allows residents to submit and track these requests online.
How do I submit a City of Cape Town service request?
Go to the City’s Service Requests Portal, select Create Service Request, choose the relevant category, provide the location and details of the problem, add a photograph if useful, enter your contact details and submit the report.
How do I check my City of Cape Town service request?
Use the Search Service Request option on the City’s Service Requests Portal. Keep your reference number available when checking or following up on the report.
How do I report an electricity fault in Cape Town?
You can report a City electricity fault through the Service Requests Portal, by calling 0860 103 089, sending an SMS to 31220, emailing power@capetown.gov.za or using WhatsApp at 060 018 1505.
Can I report an electricity meter problem online?
If you are reporting a fault with an existing municipal electricity service, you can use the City’s service request system where the issue falls within the available electricity fault categories. For formal applications such as a new electricity connection, additional meter or certain meter replacements, the City uses its Energy Services Applications platform through e-Services instead.
What if my service request is closed but the problem has not been fixed?
The City allows residents to dispute a closed service request through the fault reporting tool where the work has not been done or is incomplete.
What if my City service request remains unresolved?
Follow up using your reference number. If the matter remains unresolved after following up, the it can be escalated, with unresolved matters potentially referred to the Office of the City Ombudsman.
Do I need an e-Services account to report a service request?
The City distinguishes between its e-Services platform and the C3 Service Request system. The current Service Requests Portal provides a direct option to create a service request, while e-Services is used for a range of other municipal services and applications.
About The Author
