Complaint Situation - In October 2025, the 12398 energy regulatory hotline received a total of 2,446 complaints, with 2,328 from the electricity sector and 118 from the renewable energy sector [2] - The main subjects of complaints included State Grid Corporation (1,764 cases), Southern Power Grid Company (535 cases), Inner Mongolia Power Group (47 cases), and other power enterprises (98 cases) [2] - The primary complaint categories were related to electricity installation, power outage repairs, and electricity meter measurement [2] Complaint Handling - Energy companies were required to resolve 2,367 complaints in October, achieving a 100% timely resolution rate [5] - All major companies, including State Grid Corporation, Southern Power Grid Company, and Inner Mongolia Power Group, reported a 100% timely resolution rate for their respective complaints [6] Complaint Hotspots - Frequent power outages and inadequate low voltage management were reported in regions like Shaanxi and Sichuan, where transformer capacity was insufficient [8] - Non-standard practices in electricity installation were noted in Jiangsu and Hebei, leading to incorrect pricing and installation issues [8] - Delays in power restoration after payment were highlighted in Guangxi and Guangdong, causing prolonged outages for users [8] Appeal Situation - In October 2025, 2,337 complaints were resolved, and the hotline received 232 appeals, resulting in a complaint appeal rate of 9.93% [9] - The majority of appeals involved State Grid Corporation (194 cases) and Southern Power Grid Company (32 cases) [9] Appeal Handling - The National Energy Administration handled 141 appeals in October, resolving 222 cases, primarily concerning electricity installation, meter measurement, and outage repairs [10] Appeal Hotspots - Issues with power supply reliability were reported in regions like Hunan and Inner Mongolia, where infrastructure was inadequate [12] - Inaccurate electricity meter readings were noted in Shanxi, leading to billing based on estimated readings [12] Reporting Situation - The hotline received 53 reports in October, with the majority related to electrical facility licensing and renewable energy grid connection [13] - Guangdong, Hubei, Liaoning, and Inner Mongolia were the provinces with the highest number of reports [13] Reporting Handling - The National Energy Administration processed 65 reports, resolving 74 cases, with actions taken against verified violations [14] Reporting Hotspots - In Zhejiang, power companies failed to install accurate electricity metering devices, leading to billing inaccuracies [14] - In Jiangxi, issues with the management of electricity expansion processes were reported, including non-compliance with high-voltage supply requirements [14] Work Requirements - Energy companies are urged to enhance management of frequent outages and low voltage issues, particularly in regions like Shaanxi and Sichuan [16] - Improvements in electricity installation processes are required in Jiangsu, Hebei, and Jiangxi to ensure compliance and efficiency [16] - Strengthening of power restoration management is necessary in Guangdong and Guangxi to ensure timely service [16] - Enhancements in electricity metering management are needed in Shanxi and Zhejiang to ensure compliance with regulations and accurate billing [16]

Complaint Situation - In July 2025, the 12398 Energy Regulatory Hotline received a total of 3,185 complaints, with 3,034 related to the electricity sector and 151 to the renewable energy sector [3] - The main complaints were directed at State Grid Corporation (2,326 complaints), Southern Power Grid Company (629 complaints), Inner Mongolia Power Group (49 complaints), and other power enterprises (175 complaints) [3] - The primary complaint categories included power outage repairs, electricity application processes, and power quality issues [3] Complaint Handling Situation - Energy companies resolved 2,949 complaints in July, achieving a 100% timely resolution rate within 10 working days [4] - The satisfaction rate for follow-up calls after complaint resolution was 90.18% [4] Complaint Hotspot Issues - In regions like Shaanxi and Sichuan, residents reported inadequate reliability management by power companies, leading to low voltage and frequent outages [8] - In Guangxi and Shanxi, complaints were made regarding untimely power outage repairs and non-standard practices for power disconnection due to unpaid bills [8] - In Jiangxi and Jiangsu, issues were raised about non-standard procedures in handling electricity application, transfer, and cancellation processes, leading to delays for users [8] Appeal Situation - In July 2025, the hotline received 278 appeals, resulting in a complaint appeal rate of 9.18% [9] - The majority of appeals were against State Grid Corporation (223 appeals) and Southern Power Grid Company (40 appeals) [9] Appeal Handling Situation - The National Energy Administration's agencies handled 173 appeals and resolved 219 appeals, focusing on issues related to electricity applications, meter measurement, and renewable energy grid connection [10] Appeal Hotspot Issues - In regions like Hebei and Anhui, residents reported inconsistent standards in reviewing user application materials and delays in meter installation [11] - In Inner Mongolia and Shaanxi, complaints were made about untimely maintenance of metering devices and inaccurate meter readings [12] - In Shandong and Jiangsu, issues were raised regarding unreasonable grid connection plans and non-standard acceptance checks [12] Reporting Situation - The hotline received 122 reports in July 2025, with the majority concerning electrical facility licensing (67 reports) and renewable energy grid connection (13 reports) [13] - The provinces with the highest number of reports included Shaanxi (11 reports), Guangdong (10 reports), Jiangsu (9 reports), Shandong (9 reports), and Henan (7 reports) [13] Reporting Handling Situation - The National Energy Administration's agencies accepted 99 reports and resolved 123 issues, addressing verified violations through regulatory discussions, orders for rectification, and administrative penalties [16] Reporting Hotspot Issues - In regions like Sichuan and Guangdong, residents reported that some electrical facility companies misused electricians' certificates and provided false information during licensing processes [17] - In Jiangsu, complaints were made about power companies not addressing violations of excessive electricity usage as per the supply business rules [17] - In Shanxi, issues were raised regarding a power construction unit violating regulations by subcontracting already contracted line projects [17] Work Requirements - Energy companies are required to enhance power supply quality, standardize power outage management, and strengthen emergency repairs, especially during peak summer periods [18] - Companies must improve electricity application management and adhere to the "three zero" policy, ensuring timely processing of cancellation and new application requests [18] - There is a need to elevate service levels, promote smart meters and tiered pricing policies, and maintain metering devices to enhance user experience [18] - Companies should strengthen renewable energy grid connection management, develop reasonable connection plans, and clarify connection standards and capacities to users [18]