国家能源局12398能源监管热线投诉举报处理情况通报（2025年11月）

Complaint Situation - In November 2025, the 12398 Energy Regulatory Hotline received 2,286 complaints, primarily focused on electricity installation, power outage repairs, and meter measurement [3] - The main subjects of complaints included State Grid Corporation with 1,730 cases, Southern Power Grid Company with 409 cases, Inner Mongolia Power Group with 61 cases, and other power enterprises with 79 cases [3] Complaint Handling - Energy companies resolved 2,384 complaints in November 2025, including those carried over from the previous month, all within the stipulated time frame [6] Complaint Hotspots - Delays in electricity installation and incorrect pricing were reported in regions like Shanxi and Anhui, where local power companies failed to timely process "coal-to-electricity" approvals and set incorrect peak and valley time periods for meters [7] - Frequent power outages and low voltage issues were noted in areas such as Shaanxi and Hainan, attributed to inadequate monitoring and outdated equipment [8] - Meter measurement irregularities were reported in Hunan and Heilongjiang, where errors occurred during data entry and remote meter reading failures [8] - Non-compliance in renewable energy payment settlements was highlighted in Guangdong, where companies did not adhere to contractually agreed payment cycles for photovoltaic projects [9] Appeal Situation - In November 2025, the hotline processed 2,412 complaints and received 256 appeals, resulting in a complaint appeal rate of 10.61%, with State Grid Corporation receiving 206 appeals [10][11] - The main focus of appeals included electricity installation, meter measurement, and power outage repairs [13] Appeal Hotspots - Issues with property transfer and timely meter installation were reported in regions like Henan and Guangxi, where companies failed to adhere to proper procedures [16] - Frequent power outages were noted in areas such as Guangxi and Sichuan due to inadequate maintenance and planning [16] - Restrictions on distributed photovoltaic project connections to the grid were reported in Shanxi, where companies did not comply with relevant policies [16] Reporting Situation - In November 2025, the hotline received 71 reports, with the majority concerning electrical facility licensing and renewable energy grid connections [17] - The National Energy Administration handled 58 reports and resolved 82 issues, employing regulatory interviews and administrative penalties for confirmed violations [20] Reporting Case Examples - A case in Hunan involved safety management failures leading to serious violations during line installation, prompting regulatory intervention [21] - In Jiangsu, a company was penalized for not obtaining necessary quality supervision for a renewable energy project before commencement [21] Work Requirements - Energy companies are urged to standardize electricity installation management and improve training to ensure compliance with policies and timely installations [22] - Companies should enhance power quality by regularly inspecting equipment and optimizing distribution networks to reduce outages and low voltage occurrences [22] - Meter measurement management must be improved, ensuring accurate data entry and timely resolution of reading failures [22] - Companies should strengthen management of renewable energy grid connections and ensure timely payment for electricity generated [22]