the State Energy Administration announced a circular on the handling of complaints and reports by the 12398 Energy Regulatory Hotline in September. New energy and renewable energy ranked second in the industry ranking of complaints and reports, with a total of 47 projects, mainly focusing on grid-connected power generation, subsidies and costs. In September
2023, the 12398 Energy Regulatory Hotline of the State Energy Administration (hereinafter referred to as the 12398 Hotline) received 863 complaints and completed 1200 complaints (including carry-over from the past). Relevant information is reported as follows:
I. Reception
of the Month In September 2023, the 12398 hotline received 863 complaints and reports, down 25.99% on a month-on-month basis and 8.19% on a year-on-year basis. Among them, there were 750 complaints, with a month-on-month decrease of 26.04% and a year-on-year decrease of 11.35%; and 113 reports, with a month-on-month decrease of 25.66% and a year-on-year increase of 20.21%.
(1) Classification
1. According to the industry classification
of complaints and reports, the power industry ranked first, with 816 complaints, accounting for 94.55% of the total number of complaints and reports, mainly focusing on power supply services, market access, power safety and other aspects. The
new and renewable energy industry ranked second, with 47 complaints, accounting for 5.45% of the total number of complaints, mainly focusing on grid-connected power generation, subsidies and fees.
2. 759 power supply enterprises, accounting for 87.95% of the total number of complaints and reports, were classified
according to the objects of complaints and reports, of which 585 were from the State Grid Corporation, accounting for 67.79% of the total number of complaints and reports, and 85 were from the Southern Power Grid Corporation, accounting for 9.85% of the total number of complaints and reports. 41 from Inner Mongolia Electric Power Company, accounting for 4.75% of the total number of complaints and reports; 48 from other local electric power enterprises, accounting for 5.56% of the total number of complaints and reports; 104 from enterprises undertaking installation (repair and test) of electric power facilities, accounting for 12.05% of the total number of complaints and reports.
(2)
The provinces (autonomous regions and municipalities directly under the Central Government) shall be ranked according to the number of complaints and reports received. Heilongjiang, Liaoning, Inner Mongolia, Sichuan and Shandong rank among the top five in the country. According to the number of complaints, Heilongjiang, Liaoning, Inner Mongolia, Shandong and Sichuan ranked among the top five in the country; According to the number of reports, Hebei, Sichuan, Shaanxi, Zhejiang and Hunan (Jiangsu and Inner Mongolia ) ranked among the top five in the country; Inner Mongolia, Heilongjiang, Jilin, Liaoning and Xizang rank among the top five in the country according to the number of complaints per capita. (See Annex 1 for details of the regional distribution of complaints and reports received nationwide)
(III) Main problems
In September 2023, the complaints and reports received mainly reflected four aspects.
1. Power quality problems. Some remote rural and mountainous lines are overloaded and the power supply radius of the station area is long, which leads to power quality problems such as power outage and low voltage. The two provinces with the highest number of
complaints were Heilongjiang (21) and Sichuan (16).
2. The problem of telegraph installation. The management of telegraph installation in individual power supply enterprises is not standardized, and after the user submits the application for electricity, the user fails to complete the work of installing meters and receiving electricity within the prescribed time limit, which causes complaints from the masses. The two provinces with the highest number of
complaints were Heilongjiang (21) and Inner Mongolia (18).
3. The problem of power outage and emergency repair. Individual power supply enterprises plan unreasonable maintenance arrangements and insufficient investment in emergency repair forces, resulting in the failure to restore power supply in time after blackouts, affecting the normal use of electricity by the masses. The two provinces with the highest number of
complaints were Heilongjiang (12) and Guangdong (10).
4. Issues related to the new and renewable energy sector. Distributed photovoltaic power generation projects in some areas are difficult to connect to the grid due to insufficient capacity of local stations. The two provinces with the highest number of
complaints were Shandong (10) and Henan (5). In September
2023, according to the relevant laws and policies of the state, the dispatched agencies of the State Energy Administration accepted 805 complaints and reports falling within the scope of their regulatory responsibilities, accounting for 93.28% of the total number received; Others that are not accepted have been transferred in time in accordance with the relevant laws and policies of the state. In September
2023, the dispatched agencies of the National Energy Administration handled 1,200 complaints and reports (including carry-over from previous periods), with a month-on-month increase of 12.15%, a year-on-year decrease of 26.02%, and a cumulative settlement rate of 97.57%. Among them, there were 1053 complaints, with a month-on-month increase of 15.71% and a year-on-year decrease of 35.04%; and 147 reports, with a month-on-month decrease of 8.13% and a year-on-year increase of 83.75%.
From the perspective of complaints, 1068 power supply enterprises accounted for 89.00% of the total number of complaints, including 806 from State Grid Corporation, accounting for 67.17%, 106 from Southern Power Grid Corporation, accounting for 8.83%, and 68 from Inner Mongolia Electric Power Company, accounting for 5.67%. 88 power enterprises in other places, accounting for 7.33%; 132 enterprises undertaking installation (repair and test) of power facilities, accounting for 11.00%.
(3) Handling
of problems In response to complaints and reports from the masses, the dispatched agencies of the State Energy Administration shall handle them strictly in accordance with the relevant laws and policies of the State. The first is to urge power supply enterprises to increase investment in power facilities construction, maintenance and other resources, shorten the power supply radius, comprehensively strengthen the user side power inspection services, eliminate the unstable factors affecting the normal operation of power equipment, effectively solve the power quality problems such as power outage and low voltage, and further improve the reliability of power supply; Secondly, power supply enterprises are required to strengthen the investigation and remediation of hidden dangers of equipment and the management of emergency repair of power outages, strengthen the frequency of line inspection, eliminate hidden dangers and defects in time, increase the input of emergency repair resources, enhance the ability of equipment management and control and emergency repair of power outages, and effectively improve the quality of power supply; Third, by means of administrative penalties, supervisory interviews, and orders to rectify and reform, relevant enterprises' violations of laws and regulations are corrected, and fair and just market order and the legitimate rights and interests of the masses are safeguarded; fourth, through explanations and clarifications of facts, misunderstandings among the masses are eliminated. (See Annex 2 for the specific handling of typical complaints and reports on the 12398 hotline in September 2023)
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