I. Basic information
In August, 20021,the National Energy Administration 12398 energy supervision hotline (hereinafter referred to as 12398 hotline) * * received valid information 12485 (including complaints, reports, consultations and other appeal categories), which decreased by 2.63% from the previous month and increased year on year. (See table 1 for the valid information received in August, 20021)
According to the nature of complaints, there were 629 complaints, accounting for 5.04% of the effective information; 54 cases were reported, accounting for 0.43% of the effective information; 10268 consultation, accounting for 82.24% of the effective information; Like, help and suggest 1534, accounting for 12.29% of the effective information.
According to the feedback channels, 12398 telephone 1 1945, 12398 internet terminal 154, mail 153, message 23 1, others 2.
Second, classification
Among the valid information received in August 20021year:
The power industry ranks first, with 9769 pieces of effective information, accounting for 78.25% of all effective information. The concerns of the masses mainly focus on the aspects of power failure, power supply safety, electricity meter measurement consultation and so on. (See Table 2 for the effective information of power industry by business classification in August 20021year)
The new and renewable energy industries ranked second, with 956 pieces of valid information, accounting for 7.66% of all valid information. The content that the masses pay attention to mainly focuses on the grid connection of distributed photovoltaic power generation projects for residents, electricity bill settlement consultation and so on.
The oil and gas industry ranks third, with 688 valid information, accounting for 5.5 1% of all valid information. The content that people pay attention to mainly focuses on the failure of residential gas equipment and the installation consultation of residential gas.
Other valid information totals 1072, accounting for 8.59% of all valid information. Among them, the coal industry mainly focuses on the policy consultation of the coal industry.
Three. distribute
Provinces (autonomous regions and municipalities directly under the Central Government) rank according to the number of valid information received, and Henan, Shandong, Sichuan, Hebei, Shaanxi, Guangdong, Liaoning, Jiangsu, Hubei and Shanxi rank 10 in the whole country; Judging from the number of complaints received, Sichuan, Shaanxi, Henan, Liaoning, Hubei, Inner Mongolia, Hebei, Hunan, Heilongjiang and Guangxi are among the top 10 in China. Judging from the number of complaints and reports, Sichuan, Shaanxi, Hubei, Liaoning, Heilongjiang, Jilin, Inner Mongolia, Henan, Guangxi and Gansu rank among the top in China 10. Shaanxi, Tibet, Inner Mongolia, Tianjin, Sichuan, Liaoning, Heilongjiang, Jilin, Shanghai and Ningxia rank among the top in China according to the number of complaints and reports per million people 10. (See Table 3 for effective information and complaints before August 20021year 10).
Fourth, the main problems
The complaints and reports in August were mainly concentrated in the power industry, followed by the new energy and renewable energy industries.
The number of complaints and reports in the power industry is 672, accounting for 98.39% of all complaints and reports. The main problems reflected are: first, the lines in some areas are aging, affected by bad weather such as heavy rain and strong wind, and there are many faults in power facilities, resulting in frequent power outages; Second, the transformation of rural power grids in some areas is lagging behind, power facilities are overloaded, and the power supply radius of transmission lines is too long, resulting in long-term low voltage; Third, the staff of some power supply enterprises have low professional level, poor service awareness or illegal operation, which affects the people's normal use of electricity or handling electricity-related business.
The number of complaints and reports in the new and renewable energy industries was 10, accounting for 1.46% of all complaints and reports. The main problem reflected is that the on-grid tariff settlement and subsidy transfer of distributed photovoltaic power generation projects in some areas are not timely.
Verb (abbreviation of verb) processing result
On August 202 1, * * * received 683 complaints and reports. According to the relevant national laws and regulations, the organs of the National Energy Administration accepted 652 complaints and reports, accounting for 95.46% of the complaints and reports. Others that are not within the scope of energy supervision shall be handed over in a timely manner in accordance with relevant regulations, and the relevant information shall be informed to the parties in a timely manner. (Please refer to the attachment for details of handling typical complaints and reports in 20021August hotline 12398).
In response to the complaints and reports reflected by the masses, the agencies dispatched by the National Energy Administration handled them in strict accordance with relevant national laws, regulations and documents: First, by explaining and clarifying the facts, the misunderstanding of the parties was eliminated; Second, through coordination and supervision, problems such as power quality and power supply services have been quickly solved, eliminating potential safety hazards and ensuring the normal production and life of the people; Third, through administrative punishment, supervision interviews, and ordering rectification, the illegal acts of relevant enterprises were corrected and the legitimate rights and interests of the parties were safeguarded.