Customers can select the key to enter the service system according to their needs, and 95598 promises to answer the phone within four rings (12 seconds) under normal system conditions. Exceptions: When the line fails to trip or the whole line is cut off due to orderly power use, thunderstorm and windy weather or external force damage, there may be a large number of incoming calls, resulting in the situation that the phone cannot be dialed or the music is queued. Please forgive the customer and suggest that you adjust the call time slightly.
"Ten Commitments" of Power Supply Service of State Grid Corporation of China (Revised Edition)
Rule number one The power supply is safe and reliable. The average power supply reliability of urban power grid reaches 99.9%, and the average voltage qualification rate of residential users reaches 98.5%. The average power supply reliability of rural power grid reached 99.8%, and the average voltage qualification rate of residential customers reached 97.5%. The average power supply reliability and average voltage qualification rate of residents in special remote areas meet the relevant national regulatory requirements.
Rule number two Notify the power failure and power limit in time. If the power supply facilities are scheduled for maintenance and power failure, the users shall be notified or announced in advance. Temporary maintenance power outage, notify important users in advance. Power failure, timely release information. When the power supply is not enough to ensure continuous power supply, we will strictly follow the orderly power consumption plan approved by the government, avoid the peak and stop power rationing.
Rule three. Quick repair and timely reply. Provide 24-hour power outage emergency repair service. The average time for power supply emergency repair personnel to arrive at the scene is 45 minutes in urban areas, 90 minutes in rural areas and 2 hours in special remote areas. The average time to restore power supply after arriving at the site is generally 3 hours in urban areas and 4 hours in rural areas.
Article 4? The pricing and charging policies are open and transparent. Strictly implement the electricity price and charging policies formulated by the competent pricing department, and timely disclose the electricity price, charging standards and service processes in the power supply business premises, online State Grid App (official account of WeChat WeChat) and "95598" websites.
Article 5? Channel services are rich and convenient. Through power supply business premises, "95598" telephone (website), online State Grid App (official account of WeChat WeChat) and other channels, services such as consultation, power supply, payment, repair, energy saving, electric vehicles and new energy grid connection are provided to realize online one-stop service and offline one-stop service.
Article 6? Getting electricity is fast and efficient. Average power connection time for low-voltage customers: 5 working days for resident customers and 15 working days for non-resident customers. Response period of high-voltage customer power supply scheme: single power supply 10 working days, and dual power supply 20 working days. Time limit for high-voltage customers to install meters and connect electricity: 3 working days after the electrical engineering is qualified and the relevant procedures are completed.
Article 7? The electric meter responds very quickly. After accepting the customer's application for verification of billing watt-hour meter, the test results will be issued within 5 working days. After the customer proposes that the meter data is abnormal, verify and reply within 5 working days.
Article 8? ? Power service is warm and convenient. Inform customers of the occurrence of electricity charges and changes in the balance through SMS and online channel information push. , and remind customers to pay in time; Provide customers with electronic invoices and electronic bills through e-mail subscription and online channel download. Promote customers to pay electricity bills without running once.
Article 9? Handle service complaints quickly. "95598" telephone (website), online national network App (WeChat official account) and other channels contact customers within 24 hours, and reply to the handling opinions within 5 working days.
Article 10? Ensure service, be conscientious and responsible. Provide installation, metering, meter reading, settlement, maintenance and other power supply services. Open and fair power supply to power sales units and their users, and fulfill the obligations of guaranteed suppliers in accordance with the agreement.