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您當前位置:首頁 > 正文
2018年9月12398能源監管熱線投訴舉報處理情況通報
發布時間:2018-10-17 來源:國家能源局

??? 一、基本情況

????2018年9月,國家能源局12398熱線共收到有效信息7748件,環比減少32.65%,同比增加28.38%;其中投訴舉報191件,環比減少65.95%,同比減少50.39%。

????按訴求性質分類,投訴189件,占有效信息的2.44%;舉報2件,占有效信息的0.02%;咨詢6656件,占有效信息的85.91%;表揚、求助、建議等其他方面901件,占有效信息的11.63%。

????按反映渠道分類,12398電話7681件,電子郵件65件,其他2件。(2018年9月收到有效信息情況見表一)

????二、分類情況

????2018年9月收到的有效信息中,電力行業類5856件,占75.58%;新能源和可再生能源行業類844件,占10.89%;石油天然氣行業類208件,占2.69%;煤炭行業類6件,占0.08%;其他事項834件,占10.76%。

????投訴舉報主要集中在電力行業,共174件。從業務分類情況看,項目建設方面1件,占0.57%;電力安全方面6件,占3.45%;供電服務方面159件,占91.38%;成本價格和收費方面6件,占3.45%;其他方面2件,占1.15%。(2018年9月電力行業有效信息按業務分類情況見表二)。

????三、分布情況

????各省(自治區、直轄市)按照收到的有效信息數量排序,河南、上海、河北、廣東、山東等列全國前10位;按照投訴舉報數量排序,河北、四川、廣西、河南、廣東等排在全國前10位。按照百萬人均投訴舉報數量排序,海南,內蒙古,西藏,河北,廣西等排在全國前10位。(2018年9月有效信息及投訴舉報排名前10位情況見表三)

????四、主要問題

????投訴舉報反映的問題主要集中在電力行業,其次是新能源和可再生能源行業。

????電力行業主要集中在供電服務、電力安全、成本價格及收費等方面:一是部分供電企業配電線路及配網設施建設改造滯后,導致居民用電質量得不到保證,對日常生活造成影響;二是部分供電企業搶修力量不足或者配置不合理,不能及時搶修用電高峰時期多發的停電故障;三是個別供電企服務意識薄弱、業務不熟、服務質量不高,引發用戶投訴。

????五、處理結果

????2018年9月,根據國家有關法律法規規定,國家能源局派出監管機構對屬于監管職責范圍的165件投訴舉報進行了受理;其他不屬于能源監管職責范圍的已按照有關規定進行了轉辦,并將相關情況及時告知當事人。

????針對群眾反映的投訴舉報事項,國家能源局派出監管機構嚴格依據國家有關法律法規及文件規定進行了處理:一是通過協調督促,加快電能質量問題的解決,保障了群眾正常生產生活;二是通過監管約談、責令整改等方式,糾正了相關企業的違法違規行為,維護了當事人合法權益;三是運用行政執法和稽查工作手段,對部分能源市場爭議糾紛通過行政協調方式促使雙方達成一致意見,維護了電力市場的正常秩序;四是通過解釋說明,澄清事實,使當事人消除了誤解。

????2018年9月已辦結投訴舉報448件(含部分往月結轉),回訪率為100%。(2018年9月12398熱線典型投訴舉報事項具體處理情況見附件)

??? 附件:2018年9月12398熱線典型投訴舉報事項具體處理情況

4887王中王鉄算盘四肖中特
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