国家能源局12398能源监管热线投诉举报处理情况通报（2025年10月）

Complaint Situation - In October 2025, the 12398 Energy Regulatory Hotline received a total of 2,446 complaints, with 2,328 related to the electricity sector and 118 related to the new energy sector [3] - The main subjects of complaints included State Grid Corporation with 1,764 complaints, Southern Power Grid Company with 535, Inner Mongolia Power Group with 47, and other power enterprises with 98 [3] - The primary complaint categories were related to electricity application, power outage repairs, and electricity meter measurement [3] Complaint Handling Situation - Energy companies successfully resolved 2,367 complaints in October 2025, achieving a timely resolution rate of 100% [6] Complaint Hot Issues - Frequent power outages and inadequate low voltage management were reported in regions like Shaanxi and Sichuan, where power supply capacity was insufficient during peak usage [7] - Non-standard electricity application processes were noted in Jiangsu and Hebei, leading to incorrect pricing and installation issues [7] - Extended power outage durations and delays in power restoration were highlighted in Guangxi and Guangdong, affecting customer satisfaction [7] Appeal Situation - In October 2025, 232 appeals were received, resulting in a complaint appeal rate of 9.93%, with the majority involving State Grid Corporation [8] - The appeal handling focused on electricity application, meter measurement, and power outage repairs [11] Appeal Hot Issues - Poor reliability in power supply management was reported in regions like Hunan and Inner Mongolia, with frequent outages affecting residents [14] - Inaccurate electricity meter measurements were noted in Shanxi, leading to billing issues due to reliance on estimated readings [14] Reporting Situation - The hotline received 53 reports in October 2025, primarily concerning electrical facility licensing and new energy grid connections [15] - A total of 74 reports were resolved, with regulatory actions taken against verified violations [18] Reporting Hot Issues - Inaccurate electricity billing due to improper installation of metering devices was reported in Zhejiang, while procedural irregularities in power supply management were noted in Jiangxi [18] Work Requirements - Energy companies are urged to enhance management of frequent outages and low voltage issues, particularly in regions like Shaanxi and Sichuan [19] - Improvements in electricity application processes are necessary, with a focus on policy understanding and operational management in Jiangsu and Hebei [19] - Strengthening power restoration management is critical, especially in Guangdong and Guangxi, to ensure timely service [19] - Enhancing electricity meter management and compliance with regulatory standards is essential in Shanxi and Zhejiang [19]