国家能源局12398能源监管热线投诉举报处理情况通报（2025年5月）

Complaint Situation - In May 2025, the 12398 Energy Regulatory Hotline received a total of 1,736 complaints, with 1,573 related to the electricity sector and 163 related to the renewable energy sector [2] - The main complaints were directed at State Grid Corporation (1,275 complaints), Southern Power Grid Company (348 complaints), Inner Mongolia Power Group (27 complaints), and other power enterprises (80 complaints) [2] - The primary complaint categories included issues with electricity application, power outage repairs, and electricity meter measurement [2] Complaint Handling - Energy companies were required to resolve 1,665 complaints in May, successfully resolving 1,664, resulting in a timely resolution rate of 99.94% [3] - The satisfaction rate for follow-up calls on resolved complaints was 90.11% [3] Hot Issues in Complaints - In regions like Guangdong and Hebei, customers reported that some power companies were not following proper procedures for electricity applications and account closures, requiring unnecessary documentation and prolonging processing times [6] - In Shandong and Henan, complaints were raised regarding inadequate management of planned power outages and delays in fault repairs, affecting normal electricity usage [6] - In Jiangsu and Jilin, issues were reported concerning irregular electricity inspections and abnormal billing systems, leading to increased monthly electricity costs for some customers [6] Appeal Situation - In May 2025, a total of 158 appeals were received, with a complaint appeal rate of 9.9% [7] - The majority of appeals were against State Grid Corporation (126 appeals) and Southern Power Grid Company (27 appeals) [7] Appeal Handling - The National Energy Administration's agencies handled 117 appeals and resolved 160 appeals, focusing mainly on electricity applications, meter measurements, and renewable energy grid connections [10] Hot Issues in Appeals - In Guangdong and Anhui, customers reported delays in processing electricity applications and a lack of transparency in payment methods, negatively impacting user experience [13] - In Guizhou and Jiangsu, complaints were made about irregularities in meter calibration processes and unclear communication regarding electricity pricing policies [13] - In Guangxi and Hubei, issues were raised regarding unreasonable grid connection schemes and inconsistent connection standards [13] Reporting Situation - In May 2025, the hotline received 113 reports, with the majority concerning electrical facility licensing (62 reports) and renewable energy grid connections (18 reports) [14] - The provinces with the highest number of reports included Guangdong (13 reports), Shaanxi (10 reports), and Jiangsu (9 reports) [14] Reporting Handling - The National Energy Administration's agencies received 89 reports and resolved 168 issues, addressing verified violations through regulatory discussions, orders for rectification, and administrative penalties [15] Hot Issues in Reporting - In Sichuan and Shaanxi, reports indicated that some electrical facility companies were using false documentation during licensing processes [16] - In Fujian and Hunan, complaints were made about irregularities in electricity inspections and improper fee collection practices by power companies [16] Work Requirements - Energy companies are required to enhance complaint management, analyze issues related to delayed processing and low satisfaction rates, and implement targeted measures to improve complaint handling quality [18] - There is a need to standardize electricity application management, streamline documentation requirements, and improve service efficiency and user satisfaction [18] - Companies should focus on improving service levels, standardizing meter replacement processes, and effectively communicating electricity pricing policies [18] - Continuous improvement in power supply quality is necessary, including strict management of power outages and efficient repair resource allocation [18] - Enhanced management of renewable energy grid connections is required, including clear communication of connection standards and capacity availability to users [18]