Service Commitment of Guangzhou Power Supply Bureau

Guangdong Power Grid Company’s Ten Commitments on Power Supply Services

1. Operate in accordance with the law, serve with integrity, and strictly abide by national price policies. All power supply business locations of Guangdong Power Grid Company disclose electricity price standards and power supply business processing program.

2. To ensure the normal operation of the power grid, the annual power supply reliability rate in urban areas is not less than 99.6, the qualification rate of the receiving end voltage of urban residential users is not less than 95, and the receiving end voltage of power supply users above 10 kV is qualified. The rate is no less than 98.

3. Provide 24-hour power failure repair service. The time limit for power supply company staff to arrive at the scene for emergency repairs from the time of receiving the repair report shall not exceed 45 minutes in urban areas, 90 minutes in rural areas, and 90 minutes in remote areas. , No more than 2 hours in areas with inconvenient transportation. If we are unable to arrive at the site within the specified time limit due to weather, traffic, etc., we will provide an explanation to the customer.

4. The period for providing power supply solutions to users: from the date of accepting the user's electricity application, it shall not exceed 3 working days for residential customers, no more than 7 working days for low-voltage power customers, and no more than 7 working days for high-voltage single power supply customers. No more than 15 working days, no more than 30 working days for high voltage dual power supply customers.

5. If power supply facilities are scheduled to undergo power outage due to maintenance, customers will be notified or announced 7 days in advance. In case of temporary power outage at power supply facilities, customers will be notified or announced 24 hours in advance.

6. The period for installing a meter and connecting power shall not exceed 3 working days for residential users and 5 working days for other low-voltage power supply users from the date when the power receiving device passes the inspection and the relevant procedures are completed. , no more than 7 working days for high-voltage power supply users.

7. The period for reviewing the customer’s power collection project design documents and related materials shall not exceed 8 working days for low-voltage power customers and 20 working days for high-voltage power customers from the date of acceptance.

8. Promote resource conservation and environmental protection, and carry out energy conservation, environmental protection and economic dispatch. Actively promote energy conservation and provide energy conservation consulting services to major customers.

9. Optimize resource allocation and ensure power supply. Strictly enforce the orderly power supply bill approved by the government when supply is tight.

10. The "95598" power supply service hotline accepts electricity business consultation, information consultation, complaints and reports of power failure repairs 24 hours a day.