National Grid(US:NGG) 国家能源局·2025-07-28 03:24Complaint Situation - In June 2025, the 12398 Energy Regulatory Hotline received a total of 2,270 complaints, with 2,155 related to the electricity sector and 115 related to the renewable energy sector [2] - The main complaints were directed at State Grid Corporation (1,637 complaints), Southern Power Grid Company (483 complaints), Inner Mongolia Power Group (42 complaints), and other power enterprises (102 complaints) [2] - The primary complaint categories included issues related to electricity application, power outage repairs, and line safety [2] Complaint Handling - Energy companies resolved 2,049 complaints in June, achieving a 100% timely resolution rate within 10 working days [4] - The satisfaction rate for complaint follow-ups was reported at 90.52% [4] Complaint Hotspots - In regions like Sichuan and Shaanxi, residents reported inadequate reliability management by power companies, leading to voltage abnormalities and frequent outages [6] - In areas such as Chongqing and Shanxi, complaints were made regarding the slow response to power outage repairs and non-standard practices for overdue payments [6] - In Guangdong and Heilongjiang, issues were raised about non-standard procedures in electricity application processes, increasing the time required for users to obtain electricity [6] Appeal Situation - In June 2025, the hotline processed 2,130 complaints (including previous cases) and received 210 appeals, resulting in a complaint appeal rate of 9.86% [7] - The majority of appeals were against State Grid Corporation (184 appeals) and Southern Power Grid Company (22 appeals) [7] Appeal Handling - The National Energy Administration's local agencies received 117 appeals and resolved 179 cases, focusing on issues related to electricity applications, meter measurement, and renewable energy grid connection [10] Appeal Hotspots - In Jiangsu and Henan, residents reported non-standard procedures in electricity application processes, affecting user experience [13] - In Heilongjiang and Zhejiang, complaints were made regarding non-standard processes for meter replacement and lack of transparency in calibration [13] - In Hebei and Anhui, issues were raised about inconsistent standards for grid connection acceptance and inadequate communication regarding distributed photovoltaic policies [13] Reporting Situation - In June 2025, the hotline received 114 reports, with the majority concerning electrical facility permits (56 reports) and electricity trading (17 reports) [14] - The provinces with the highest number of reports included Sichuan (13 reports), Jiangsu (12 reports), and Guangdong (10 reports) [14] Reporting Handling - The National Energy Administration's local agencies processed 112 reports and resolved 137 cases, addressing verified violations through regulatory discussions, orders for rectification, and administrative penalties [15] Reporting Hotspots - In regions like Sichuan and Guangdong, reports were made about companies using false documentation for electrical facility permits [16] - In Shanxi, complaints were raised regarding non-standard practices in electricity applications and unauthorized fees for equipment modifications [16] Work Requirements - Energy companies are required to enhance complaint management, analyze low satisfaction rates, and implement targeted measures to improve complaint handling quality [18] - Companies must standardize electricity application management and strictly adhere to the "three zero" policy to improve service efficiency [18] - There is a need to improve power supply service levels, standardize meter replacement processes, and enhance user experience through better communication [18] - Companies should strengthen power quality management, improve outage repair processes, and minimize user downtime [18] - Enhanced management of renewable energy grid connections is necessary, with strict adherence to unified standards and timely communication with users regarding capacity limitations [18] Typical Cases - A power facility company in Anhui was reported for providing false documentation during permit renewal, leading to administrative penalties [19] - In Henan, a complaint was made about slow construction for electricity application, which was subsequently addressed by the local energy regulatory office [20] - In Sichuan, a user reported frequent outages due to inadequate management, prompting regulatory action to improve service [20] - In Jiangsu, a complaint was made regarding lax standards for photovoltaic grid connections, resulting in corrective measures by the power company [21] - In Guangxi, a user reported low voltage issues affecting equipment, leading to regulatory intervention to resolve the problem [21]