国家能源局12398能源监管热线投诉举报处理情况通报（2025年8月）

Complaint Situation - In August 2025, the 12398 Energy Regulatory Hotline received a total of 2,966 complaints, with 2,802 related to the electricity sector and 164 to the renewable energy sector [3] - The main complainants were the State Grid Corporation with 2,136 complaints and the Southern Power Grid Company with 616 complaints, focusing on issues such as power outage repairs, electricity application processes, and meter measurement [3][8] - The complaint handling rate was 99.9%, with a satisfaction rate of 90.23% for follow-up calls after resolving complaints [6] Complaint Handling - The State Grid Corporation had a timely handling rate of 99.95% and a follow-up satisfaction rate of 89.98% [8] - The Southern Power Grid Company achieved a 100% timely handling rate with a satisfaction rate of 90.80% [8] - Complaints were primarily about inadequate equipment maintenance, unstable voltage, and improper management of power outages in various regions [8] Appeal Situation - In August 2025, the hotline received 255 appeals, resulting in a complaint appeal rate of 8.29%, with the State Grid Corporation receiving the majority of appeals [9] - The main issues in appeals were related to electricity application processes, power outage repairs, and meter measurement [11] Report Situation - The hotline received 75 reports in August 2025, with the majority concerning electrical facility licensing and renewable energy grid connection [15] - The National Energy Administration handled 100 reports and resolved 122 issues, addressing violations through regulatory discussions and administrative penalties [18] Work Requirements - Energy companies are required to enhance power supply quality, optimize equipment maintenance, and improve user-side distribution [19] - There is a need to standardize electricity application management and ensure compliance with the "three zero" policy [19] - Companies must strengthen outage management and improve the efficiency of power restoration processes [19]