Ten Commitments of State Grid Corporation of China on Power Supply Services

Legal analysis: Article 1 The power supply is safe and reliable. The average power supply reliability rate of urban power grids reaches 99.9%, and the average voltage qualification rate of residential customers reaches 98.5%; the average power supply reliability rate of rural power grids reaches 99.8%, and the average voltage qualification rate of residential customers reaches 97.5%; the average power supply reliability rate of power grids in special remote areas And the average voltage qualification rate of residential customers meets the relevant national regulatory requirements.

Article 2: Prompt notification of power outages and power rationing. If power supply facilities have planned maintenance outages, users will be notified in advance or an announcement will be made. In case of temporary power outage for maintenance, important users will be notified in advance. In case of power outage, timely release of information. When the power supply is insufficient and continuous power supply cannot be guaranteed, staggered peak avoidance and power outages and power rationing shall be implemented in strict accordance with the orderly power consumption plan approved by the government.

Article 3: Quick repair and timely restoration of power. We provide 24-hour power failure repair service. The average time for power supply repair personnel to arrive at the scene is generally: 45 minutes in urban areas, 90 minutes in rural areas, and 2 hours in special remote areas. The average time to restore power after arriving at the scene is generally: 3 hours in urban areas and 4 hours in rural areas.

Article 4: The pricing policy shall be open and transparent. Strictly implement the electricity price and charging policies formulated by the price authority, and promptly disclose electricity prices, charging standards and service procedures at power supply business locations, online State Grid App (WeChat public account), "95598" website and other channels.

Article 5: Rich and convenient channel services. Through the power supply business premises, "95598" telephone number (website), online State Grid App (WeChat public account) and other channels, services such as consultation, power handling, payment, repair, energy saving, electric vehicles, new energy grid connection and other services are provided to realize online One-stop online service and one-stop offline service.

Article 6 Obtain electricity quickly and efficiently. The average power connection time for low-voltage customers is 5 working days for residential customers and 15 working days for non-resident customers. The response period for the high-voltage customer power supply plan is: 15 working days for single power supply and 30 working days for dual power supply. The deadline for high-voltage customers to install meters and connect electricity: 5 working days after the power receiving project passes the inspection and the relevant procedures are completed.

Article 7: The meter responds quickly to abnormalities. After accepting the customer's billing energy meter calibration application, the test results will be issued within 5 working days. After the customer raises an abnormality in the meter data, it will be verified and responded to within 5 working days.

Article 8 Electricity service is warm and convenient. Inform customers of electricity bill occurrences and balance changes through text messages, online channel information push, etc., and remind customers to pay bills in a timely manner; provide customers with electronic invoices and electronic bills through email subscriptions, online channel downloads, etc., to promote customer electricity bill payment "Never run away once."

Article 9 Service complaints will be handled quickly. After accepting customer complaints through the "95598" phone number (website), online State Grid App (WeChat public account) and other channels, we will contact the customer within 24 hours and respond with handling opinions within 5 working days.

Article 10: Guaranteed services shall be fulfilled with due diligence. Provide various power supply services such as installation, metering, meter reading, settlement, and maintenance to electricity sales entities and their users in an open and fair manner, and fulfill the guaranteed supplier obligations as agreed.

Legal basis: "Electric Power Law of the People's Republic of China"

Article 11 The construction and transformation plan of the urban power grid shall be included in the overall urban plan. The urban people's government shall, in accordance with the plan, arrange land for substation facilities, transmission line corridors and cable channels. No unit or individual may illegally occupy land for substation facilities, transmission line corridors and cable channels.

Article 12 The state supports and promotes electric power construction by formulating relevant policies. Local people's governments should take various measures to develop power sources and develop electric power construction in accordance with the electric power development plan and local conditions.