Complaint Situation - In December 2025, the hotline received 2,468 complaints, primarily focused on electricity connection, power outage repairs, and meter measurement [3] - For the entire year of 2025, the hotline received 28,837 complaints, with the majority concerning electricity connection, power outage repairs, and meter measurement [6] - The main complainants were State Grid Corporation (2,125 complaints), Southern Power Grid Company (569 complaints), and Inner Mongolia Power Group (538 complaints) [6] Complaint Handling - In December 2025, energy companies resolved 2,562 complaints within the stipulated time [7] - Throughout 2025, energy companies handled 27,773 complaints, achieving a timely resolution rate of 99.97% [8] December 2025 Complaint Hotspots - Issues included frequent power outages and low voltage in certain regions, particularly in Inner Mongolia and Heilongjiang, due to inadequate equipment management and maintenance [9] - Non-compliance in electricity connection procedures was reported in Zhejiang and Guangdong, where companies processed applications incorrectly [9] - Poor management of meter reading and installation was noted in Guangxi and Tianjin, leading to billing discrepancies [9] Appeal Situation - In December 2025, the hotline processed 2,533 complaints and received 297 appeals, resulting in a complaint appeal rate of 11.73% [10] - For the entire year, 28,149 complaints were resolved, with 2,704 appeals received, leading to a complaint appeal rate of 9.61% [12] Appeal Handling - In December 2025, the National Energy Administration handled 115 appeals and resolved 344, focusing on electricity connection, power outage repairs, and meter measurement [13] - For the year, 1,673 appeals were received, with 2,380 resolved, primarily concerning electricity connection and meter measurement [16] December 2025 Appeal Hotspots - Low voltage and frequent power outages were reported in Shaanxi and Sichuan due to inadequate network optimization and maintenance [17] - Issues with meter measurement and electricity changes were noted in Jilin and Henan, leading to incorrect billing [17] Reporting Situation - In December 2025, the hotline received 124 reports, with the majority concerning electrical facility licensing and electricity connection [19] - For the entire year, 1,456 reports were received, with high numbers from Sichuan, Guangdong, and Shaanxi [22] Reporting Handling - In December 2025, the National Energy Administration processed 74 reports and resolved 100 [23] - Throughout the year, 1,216 reports were handled, with 1,353 resolved, addressing verified violations through regulatory measures [23] Work Requirements - Energy companies are urged to enhance their energy supply capabilities and service quality during the winter peak demand period [24] - Companies should strengthen risk monitoring, improve supply reliability, and optimize response to energy service requests [24] Typical Cases - A complaint from Yunnan regarding low voltage was validated, leading to corrective measures by the local power supply bureau [25] - A complaint from Henan about incorrect electricity pricing was confirmed, resulting in a refund to the customer [25] - A report from Jiangsu about improper handling of distributed photovoltaic connections was substantiated, prompting regulatory action [26] - A report from Ningxia regarding false documentation for electrical facility licensing was confirmed, leading to administrative penalties [27] - A complaint from Guangxi about illegal subcontracting and non-compliance with construction standards was validated, resulting in regulatory investigation [27]