National Grid(US:NGG) 国家能源局·2025-10-15 01:46Complaint Situation - In September 2025, the 12398 Energy Regulatory Hotline received a total of 2804 complaints, with 2613 from the electricity sector and 191 from the renewable energy sector [4] - The main complaints were directed at State Grid Corporation (2035 complaints) and Southern Power Grid Company (591 complaints), focusing on issues such as electricity installation, power outage repairs, and meter measurement [4][6] - The complaint handling rate was 100%, with a satisfaction rate of 89.92% for follow-up calls after complaints were resolved [6][8] Complaint Hotspots - Issues reported included inadequate equipment maintenance leading to low voltage and frequent outages in regions like Inner Mongolia and Sichuan [9] - Complaints from Shaanxi and Guangxi highlighted irregularities in disconnection due to unpaid bills and delays in repair services [10] - In Heilongjiang and Fujian, complaints were related to insufficient material reserves and errors in electricity pricing [10] Appeal Situation - In September 2025, 327 appeals were received, with a complaint appeal rate of 11.26%, primarily against State Grid Corporation [11][12] - The main issues in appeals were related to electricity installation, meter measurement, and power outage repairs [13] Appeal Hotspots - Reports from Anhui and Beijing indicated irregularities in the promotion of smart payment systems and improper handling of user capacity increase requests [16] - Complaints from Liaoning and Xinjiang pointed to non-standard procedures in meter replacement and faulty measurement devices causing billing issues [17] - Issues in Hebei and Hunan included inadequate routine inspections and delays in capacity upgrades, leading to frequent outages [18] Reporting Situation - The hotline received 109 reports in September 2025, with the majority concerning electrical facility licensing and renewable energy grid connection [19] - The provinces with the highest number of reports included Guangdong (18), Hebei (11), and Shaanxi (9) [19] Reporting Handling - A total of 82 reports were resolved, with regulatory actions taken against verified violations through measures such as regulatory interviews and administrative penalties [21] Work Requirements - Energy companies are required to standardize electricity installation management and improve service efficiency to enhance user satisfaction [22] - There is a need to improve power quality and increase investment in distribution network construction [22] - Companies should enhance service levels, standardize meter replacement procedures, and improve monitoring of measurement devices [22] - Management of disconnections due to unpaid bills should be standardized, with timely notifications and efficient repair resource allocation [22] Typical Cases - A case in Liaoning involved a report of unauthorized disconnections, leading to regulatory action against the local power company [23] - In Shanxi, a complaint about erroneous billing due to meter connection errors was validated, resulting in corrective measures by the power company [24] - A case in Gansu highlighted issues with frequent outages and low voltage, prompting regulatory orders for improvements [25] - In Jiangsu, a report of improper solar grid connection procedures led to regulatory scrutiny and corrective actions [25] - A complaint in Yunnan regarding delays in meter installation was confirmed, resulting in improved internal processes by the local power company [26] - A case in Anhui involved a company providing false documentation for electrical facility licensing, leading to revocation of their license [26]