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陈涛:2018年已办结投诉举报3956件 占投诉举报受理量的91.13%
发布时间:2019-01-28 来源:国家能源局

???? 1月28日,国家能源局在京召开新闻发布会,发布2018年可再生能源并网运行情况和12398能源监管热线投诉举报处理情况,介绍电力辅助服务市场建设进展情况,并回答记者提问。

????[市场监管司副司长 陈涛]各位新闻界的朋友们,大家好!首先,向一直以来关心、支?#20540;?#21147;市场建设和市场监管工作的媒体朋友们表?#23616;?#24515;?#34892;唬?#25353;?#23637;?#20316;安排,今天我发布12398能源监管热线2018年投诉举报受理及处理情况和全国电力辅助服务市场建设情况两个方面的内容。首先,介绍国家能源局12398能源监管热线(以下简称12398热线)2018年投诉举报受理及处理情况。

????一、12398能源监管热线投诉举报处理基本情况

????一是热线接收信息数量?#20013;?#22686;长。人民群众对热线的参与度?#20013;?#25552;升。12398热线2018年收到人民群众来电57.9万余通,同?#20173;?#38271;25.05%。其中收到有效信息100016件,同?#20173;?#38271;39.9%。收到的有效信息中,河南、河北、山东、上海、陕西、广东、?#19981;鍘?#27743;苏、四川、湖南数量列全国前10位。

????二是投诉举报数量下?#24471;?#26174;。全年共受理投诉举报4390件,同比减少26.96%。河南、河北、四川、?#19981;鍘?#28246;南、陕西、广东、内蒙古、湖北、广西投诉举报数量列全国前10位,内蒙古、天津、陕西、河南、海南、?#19981;鍘?#27827;北、甘肃、湖南、上海百万?#21496;?#25237;诉举报率列全国前10位。

????三是投诉举报主要集中在电力行业。主要原因是电力行业涉及每行每业、每家每户、每时每刻,与人民群众的生产生活息息相关,且12398能源监管热线源自电力监管热线,在电力?#27809;?#20013;知晓度较高。全年受理的投诉举报中电力行业共4066件,占比92.62%;新能源和可再生能源行业共320件,占比7.29%。反映的问题主要是部分地区频繁停电、低电压问题较为突出;有的地区电力设施运维不到位,存在安全隐患;个别基层供电企业服务意识淡薄、服务水平不高;有的地区光伏项目并网和补贴发放不及时?#21462;?/font>

????四是投诉举报受理率及满意程度较高。2018年已办结投诉举报3956件,占投诉举报受理量的91.13%;完成回访3945件,回访率为99.72%,回访满意率达到86.01%。

????二、监管成效显著提升

????2018年,国家能源局继续加强热线中心建设,增设临时坐席,?#32321;?#26149;节、国庆节等重要时段和迎峰度夏期间热线全时畅通;各派出机构加大工作力度,及时受理和办理投诉举报事项;相关能源企业采取有效措施,人民群众的用能诉求得到了较好的解决。从区域来看,南方电网区域投诉举报数量下?#24403;?#36739;明显,降幅为62.02%;从各省来看,贵州、广东、海南、江苏、新疆、山西、云南、浙江、广西、?#26412;?#25237;诉举报数量下?#24471;?#26174;。

????2019年,我们将继续坚持以人民为中心的发展思想,不断提高管理水平和服务能力,不断提升投诉举报信息处理能力,进一步提高解决群众诉求的工作质量,充?#22336;?#25381;能源监管“民生通道”作用。针对人民群众投诉举报的重点、热点和难点问题,将开展对投诉举报突出问题的重点监管,不断提升人民群众对能源服务的获得感和满足?#23567;?/font>

????以上是12398能源监管热线2018年投诉举报受理及处理情况的简要介绍。

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