Measures for the Management of the Power Supply Business Hall of Jiangxi Electric Power Company

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Management Measures for the Power Supply Business Hall of Jiangxi Electric Power Company

Chapter 1 General Provisions

First The article adheres to the service tenet of "People's Electric Power Industry for the People", conscientiously implements the power supply service policy of "high quality, convenience, standardization and sincerity", continuously improves the quality of power supply service, standardizes power supply service behavior, improves power supply service level, and accepts the acceptance of the whole society. supervision to formulate this specification.

Article 2 This specification applies to all power grid operating enterprises and power supply enterprises affiliated to the State Grid Corporation of China.

Article 3 This Code is the basic code of conduct and quality standards that power grid operating companies and power supply companies should meet when providing power supply services to customers in their power supply business activities.

Chapter 2 General Service Standards

Article 4 Basic Ethics and Skills Standards:

(1) Strictly abide by national laws and regulations, be honest and trustworthy, and abide by promise. Be dedicated to your job, be willing to contribute, be honest and self-disciplined, and act impartially;

(2) Sincerely consider your customers and try your best to meet their reasonable requirements. Do not shirk, reject or prevaricate customer inquiries and complaints, and provide timely, patient and accurate answers;

(3) Abide by the country’s confidentiality principles, respect customers’ confidentiality requirements, and do not disclose them to the outside world. Confidential information of clients;

(4) Be energetic and focused during work. Use standardized and civilized language, and advocate the use of Mandarin;

(5) Be familiar with the business knowledge and related skills of the position, operate the position in a standardized and proficient manner, and have qualified professional and technical levels.

Article 5 Integrity Service Standards:

(1) Publish service commitments, service scope, service procedures, charging standards and charging basis, and accept supervision from the society and customers;

(2) From the perspective of customer convenience, reasonably set up power supply service business outlets or agency points that meet basic business needs, and ensure service quality;

(3) In accordance with relevant national laws and regulations, in line with Based on the principles of equality, voluntariness, and good faith, the rights and obligations of both power supply enterprises and customers are clarified in the form of contracts, the demarcation points of property rights and responsibilities are clarified, and the legitimate rights and interests of both parties are safeguarded;

(4) Strictly implement national regulations Electricity tariff policies and business charging standards. It is strictly prohibited to use various methods and means to expand the scope of charging or increase charging standards in disguise;

(5) Hire power supply service quality supervisors, hold regular customer symposiums and visit customers, listen to customer opinions, and improve power supply services ;

(6) Regularly carry out publicity on safe power supply and consumption;

(7) With the goal of realizing the optimal allocation of power resources in the whole society, carry out power demand-side management and service activities to reduce Customer electricity costs and increase the electricity load rate.

Article 6 Code of Conduct:

(1) Behavior should be natural, elegant, dignified and generous. When standing, raise your head, raise your chest, and draw in your abdomen. Put your hands down by your sides or fold your hands and let them hang naturally. Keep your feet together, your heels together, and your toes slightly apart. Do not cross your chest or place your hands on your hips. When sitting down, keep your upper body naturally straight, shoulders balanced and relaxed, keep a certain gap between your back and the back of the chair, do not support your chin with your hands or lie on the workbench, and do not shake or cross your legs. When walking, the stride length is appropriate and the rhythm is appropriate. Do not run or chase, or make loud noises while walking. Try to avoid yawning or sneezing in front of customers. When it is difficult to control, you should avoid it and apologize to the other party;

(2) When providing services to customers, you should be polite, modest and enthusiastic. When receiving customers, you should smile and focus on them, and greet them when they come and say goodbye when they go. When talking to customers, you should be cordial, sincere, and answer all questions. When errors occur at work, they should be corrected in a timely manner and apologize to the customer;

(3) When the customer's request is contrary to policies, laws, regulations and the company's system, the customer should be patiently explained to the customer and strive for their understanding. Be reasonable and orderly. When a customer makes unreasonable demands, you should explain it tactfully to the customer. Do not quarrel with customers;

(4) When providing services to customers with limited mobility, you should take the initiative to provide special care and assistance. For customers with hearing impairment, the pronunciation should be raised appropriately and the speaking speed should be slowed down;

(5) When handing over money and things to customers, you should collect and pay them, handle them gently, and never throw or throw them away.

Article 7 Appearance and Appearance Regulations:

(1) Power supply service personnel must dress uniformly when on duty and wear their ID badge;

(2) Maintain good appearance Appearances should be beautiful and elegant, and no heavy clothing, open arms, rolled up trousers, or wearing sunglasses are allowed.

Article 8 Voltage Quality Standard:

(1) Under normal conditions of the power system, the allowable deviation of the power supply voltage at the customer's receiving end is:

1. For power supply with voltage of 35KV and above, the sum of the absolute values ??of positive and negative voltage deviation shall not exceed 10% of the rated value;

2. For three-phase power supply with voltage of 10KV and below, it shall be ±7% of the rated value;

3. For 220V single-phase power supply, it is +7% and -10% of the rated value;

(2) Under abnormal conditions of the power system, the voltage at the customer's receiving end The maximum allowable deviation should not exceed ±10% of the rated value;

(3) When the customer's power factor fails to meet the requirements stipulated in the "Power Supply Business Rules", the voltage deviation at the receiving end is not subject to the above Restrictions;

(4) The qualification rate of urban residential customer voltage is not less than 95%, and the qualified rate of rural power grid residential customer voltage is not less than 90%.

Article 9 Power Supply Reliability Indicators:

(1) The power supply reliability rate in urban areas is not less than 99.89%, and the power supply reliability rate in rural power grids is not less than 99%;

(2) Reduce the number of power outages to customers due to planned maintenance of power supply equipment and power system accidents and the duration of each power outage. During planned maintenance of power supply equipment, the number of power outages for power supplies with voltage levels of 35 kV and above should not exceed one per year; for customers with power supply at voltage levels of 10 kV, the number of power outages should not exceed three times per year;

(3) If power supply facilities require power outage due to planned maintenance, the power outage area, lines, power outage time and power restoration time should be announced 7 days in advance, and important customers should be notified. If power supply facilities require power outage due to temporary maintenance, important customers should be notified 24 hours in advance or an announcement should be made;

(4) For power outages or power restrictions in emergencies, explanations should be provided to customers when they inquire work and restore normal power supply as soon as possible.

Chapter 3 Service Standards for Business Places

Article 10 Service Content:

(1) Accepting new installations or increases in electricity capacity and changes in electricity consumption by electric power customers , business consultation and inquiry, payment of electricity bills, repair reports, complaints, etc.;

(2) Set up a duty director and arrange leadership reception days;

(3) There is no weekly schedule for power supply business places above the county level Day off.

Article 11 Service Standards:

(1) Sales personnel must be on duty on time and make all preparations before business;

(2) Implement the first-question responsibility system. Regardless of whether the business is corresponding or not, reception staff must listen carefully, guide enthusiastically, connect quickly, and provide customers with accurate contact persons, contact numbers and addresses;

(3) Implement a time-limited processing system. The time for handling charging business for residential customers generally does not exceed 5 minutes for each case, and the time for handling customer electricity business generally does not exceed 20 minutes for each case;

(4) When accepting electricity business, you should proactively report to the customer Explain the relevant information that the business needs to be provided by the customer, the basic procedures, relevant charging items and standards, and provide business consultation and complaint phone numbers;

(5) When the customer fills in the business registration form, the business Personnel should provide enthusiastic guidance and help, and review carefully. If errors are found in filling in, they should be pointed out to the customer in a timely manner;

(6) When customers come to handle business, they should take the initiative to receive them, and should not be confused by meeting acquaintances or answering questions. Neglecting customers over the phone. If the previous customer's business processing time is too long, you should politely apologize to the next customer;

(7) When business processing is affected by a computer system failure, if it can be restored within a short time, you should Please wait and apologize; if it takes a long time to recover, in addition to explaining the situation and apologizing to the customer, you should also ask the customer to leave a contact number so that you can make an appointment for another service time;

(8) When there is When business must be temporarily suspended due to special circumstances, the "Business Suspension" sign should be listed;

(9) When getting off work, the business in progress should be completed as usual before getting off work. If there are still customers waiting for business processing after get off work, the processing should continue;

(10) The supervisor on duty should coordinate and handle difficult issues in business acceptance in a timely manner.

Article 12 Environmental Requirements:

(1) The environment is clean and tidy. Where conditions permit, barrier-free passages can be set up;

(2) Standard power supply company signs and business hours signs should be set up outside the business premises;

(3) "" The service slogan of “high quality, convenience, standardization and sincerity”. Publish power supply service items, business handling procedures, electricity price tables, charging items and charging standards. Announce job discipline, service commitments, service and complaint hotlines. Set up a suggestion box or opinion book;

(4) The business premises should be reasonably laid out, comfortable and safe. There is a resting area for customers to wait and drinking water is provided; customer writing desks, writing tools, reading glasses, registration form writing demonstration samples, etc. are provided; free promotional materials are placed; clocks and calendar cards should be hung on the walls; there are obvious signs No smoking sign. Qualified business premises should have a business negotiation area and an electric energy utilization display area;

(5) The business window should have eye-catching business acceptance signs. The identification generally consists of the window number or name, the type of business handled, etc. If necessary, it should be composed of window number or name, type of business handled, etc. When necessary, there should be signs in Chinese and English, and in minority areas there should be signs corresponding to Chinese and ethnic characters;

(6) Provide means for customers to query relevant information. Qualified business premises should be equipped with computer terminals for customer self-service inquiries.

Chapter 4 "95598" Service Specifications

Article 13 "95598" Service Content:

(1) "95598" Customer Service Hotline: Power Outage Information announcements, power failure repairs, service quality complaints, electricity information inquiries, consultations, business acceptance, etc.;

(2) "95598" customer service web page (website): power outage information announcements, electricity information inquiries , business processing information inquiry, electricity supply and consumption policy and regulation inquiry, service quality complaints, etc.;

(3) 24-hour uninterrupted service.

Article 14 "95598" customer service hotline service specifications:

(1) Keep the phone open at all times, answer the phone within 4 rings, and apologize if it rings more than 4 times. When answering, you should first say hello, and then give your unit name and work number;

(2) When answering the phone, you should be friendly, sincere, clear, moderate in speed, calm in tone, and concise. You should say "yes", "right", etc. at any time according to the actual situation to show that you are listening attentively. Pay attention to repeating and confirming important content. At the end of the call, you must wait for the customer to hang up first before hanging up, and do not hang up forcibly;

(3) When accepting customer inquiries, you should be patient and meticulous, and try to use as few unfamiliar electric power terms as possible to avoid Affect the effectiveness of communication with customers. If you cannot reply immediately, you should apologize to the customer and leave your contact number. After research or asking the leader for instructions, you should reply as soon as possible. When customer inquiries or complaints are unclear, use polite and thoughtful language to guide or remind customers, and do not interrupt customers at will;

(4) When checking customer information (name, address, etc.), for multiple The pronunciation words should be neutral or complimentary, and avoid using derogatory words or names of negative characters;

(5) When receiving a repair report from a customer, you should inquire about the fault situation in detail. If it is judged that the fault is indeed within the power supply company's emergency repair scope or the cause of the fault cannot be determined, detailed records should be recorded and the emergency repair department should be notified immediately for handling. If it is judged that the fault is internal to the customer, we can call the customer to guide the customer to troubleshoot the fault, or provide emergency repair services at the customer's request, but we must explain to the customer in advance that the service is a paid service;

(6) Due to transmission and distribution equipment If a power outage is caused by an accident or maintenance, when the customer inquires, the customer should be informed of the cause of the power outage and take the initiative to apologize;

(7) When the customer makes a wrong call, the customer should politely explain the situation. For harassing calls with subjective malicious intent, use appropriate verbal warnings before hanging up the phone and reporting to the duty leader or supervisor;

(8) When customers call to vent their anger, listen carefully and take notes. , should respond to the customer's speech and show consideration for the other party's emotions. If it is difficult to handle, the call should be transferred to the duty leader, supervisor, etc. in a timely manner to avoid direct conflicts with customers;

(9) Establish a customer return visit system. For customer complaints, the entire complaint acceptance process should be tracked 100% and responded within 5 days. Report faults for repair, and if necessary, conduct timely follow-up visits after repairs to listen to opinions and suggestions.

Article 15 "95598" customer service webpage (website) service specifications:

(1) The webpage should be intuitive and colorful. The home page should have the words "Power Supply Customer Service" clearly visible. For the convenience of customers, a navigation service system should be installed;

(2) The content of the web page should be updated in a timely manner; Forms and explanatory materials for handling various businesses;

(4) A consultation desk and guest book should be set up online, and administrators should respond to customer opinions and suggestions in a timely manner.

Chapter 5 On-site Service Specifications

Article 16 On-site Service Contents:

(1) Customer-side billing energy meter power reading;

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(2) Emergency repair of faults;

(3) Power outage and restoration on the customer side;

(4) Inspection of power consumption on the customer side;

(5) Facilities installation, acceptance, pre-power connection inspection and equipment connection for the customer-side telegraph installation project;

(6) On-site installation and inspection of the customer-side billing electric energy meter.

Article 17 On-site Service Discipline

(1) Do not designate the design unit, construction team, or equipment and material procurement for the customer's power receiving project;

(2) Before going to the customer for on-site service, if necessary and conditional, make an appointment with the customer, explain the work content and work location, and ask the customer to cooperate;

(3) Entering the customer When on-site, you should take the initiative to show your work ID and introduce yourself. When entering a resident's room, you should first ring the doorbell or knock on the door gently, take the initiative to show your work ID, and after obtaining permission, put on shoe covers before entering;

(4) When working at the customer site, You should abide by the relevant internal rules and regulations of the customer and respect the customs and habits of the customer;

(5) When working on the customer site, you should bring the necessary tools and materials. Tools and materials should be placed in an orderly manner, and random stacking is strictly prohibited. If you need to borrow customer items, you should obtain the customer's consent, clean them after use, then gently put them back to the original place, and thank the customer;

(6) If the original facilities are damaged during work, you should Try to restore the original condition or pay equivalent compensation;

(7) During construction in public places, safety measures should be taken, construction unit signs and safety signs should be hung, and polite words should be used. During construction on both sides of the road, eye-catching notice boards should be placed at appropriate locations;

(8) After on-site work is completed, it should be cleaned immediately without leaving any waste materials or stains, and the equipment and site should be kept clean. At the same time, relevant matters needing attention should be explained to customers and their opinions should be actively solicited. After the power cable trench and other operations are completed, the cover should be covered immediately to ensure the passage of pedestrians and vehicles;

(9) In principle, you will not stay or dine at the customer's premises. Accommodation and meals must be paid according to the price.

Article 18: Time limit for reply and delivery of power supply plan:

(1) For the accepted electricity application, the time limit for reply of power supply plan: no more than 10 days for low-voltage power customers ; The maximum limit for high-voltage single power supply customers is 1 month; the maximum limit for high-voltage dual power supply customers is 2 months. If the power supply plan cannot be determined as scheduled, the power supply company shall explain the reasons to the customer;

(2) The time limit for replying to the power supply engineering design documents and relevant information submitted by the customer for review: the maximum number of high-voltage power supply shall not exceed 1 months; the maximum period of low-voltage power supply shall not exceed 10 days. The review opinions of the power supply enterprise should be returned to the customer in writing together with a copy of the reviewed power project design document and relevant information so that the customer can use it for construction;

(3) Accept applications for electricity from residential customers After that, power will be delivered within 5 working days; to other customers, power will be delivered within 5 working days after the power receiving device passes the acceptance inspection and the power supply contract is signed.

Article 19 Specifications for meter reading and charging services:

(1) The power supply enterprise shall accurately copy the meter readings on the specified date. If the billable energy meter reading cannot be copied as scheduled due to the customer's reasons, the customer can be notified to wait for a replacement or the electricity bill will be temporarily charged based on the previous electricity consumption meter, and will be settled together with the next meter reading.

If it is really necessary to adjust the meter reading time, the customer should be notified in advance;

(2) The power supply company should provide customers with no less than two alternative payment methods for electricity bills;

( 3) On the premise of respecting customers and being conducive to fair settlement, power supply companies can use technical means, settlement and payment methods that customers are happy to accept for meter reading and charging.

Article 20 Failure Repair Service Specifications:

(1) Provide 24-hour power failure repair service, and achieve rapid response and effective processing of power repair requests;

(2) Speed ??up troubleshooting and shorten troubleshooting time. Areas where conditions permit should be equipped with generator vehicles for temporary power supply;

(3) After receiving a repair call, the time limit for fault repair personnel to arrive at the fault site: 45 minutes in urban areas, 90 minutes in rural areas, and 2 in remote areas Hours, special remote areas are reasonably determined based on actual conditions;

(4) If there are too many faults due to special reasons such as weather and cannot arrive at the site for processing within the specified time, explanations should be provided to the customer and Try to arrange emergency repair work as soon as possible.

Article 21 Service specifications for meter installation, power connection and on-site inspection:

(1) The power supply enterprise shall seal the electric energy metering device after new installation, replacement and on-site verification , and ask the customer to sign and seal the work voucher. If the residential customer is not at home, he or she should be notified of the meter base value in other ways. The dismantled electric energy metering device should be stored in the meter library for at least one month for review when the customer raises objections;

(2) The intermediate inspection and completion inspection of the customer's power receiving project should be based on the relevant Laws and regulations, technical specifications, technical standards, and construction designs shall be the basis, and unreasonable requirements shall not be made. If the inspection or inspection fails, the customer should be patiently explained and leave written rectification opinions. After the customer makes corrections, they will be inspected again until they are qualified;

(3) When the electricity inspection personnel go to the customer's electricity site to perform electricity inspection tasks in accordance with the law, they must take the initiative in accordance with the provisions of the "Electricity Inspection Management Measures" Show the "Electricity Inspection Certificate" to the customer being inspected, and conduct inspections according to the items and contents determined in the "Electricity Inspection Worksheet";

(4) Electricity inspection personnel are not allowed to replace customers at the inspection site. Electrical work;

(5) Power supply enterprises should inspect or calibrate and rotate billing electric energy meters according to the periodic regulations stipulated in the regulations, and conduct irregular inspections of electric energy metering devices. When an abnormality in the metering device is discovered, the cause should be promptly identified and dealt with according to regulations;

(6) If the electric energy metering device is found to be damaged due to the customer's responsibility, the cause of the damage should be analyzed politely with the customer and confirmed by the customer. and sign the work order;

(7) If the customer raises objections to the accuracy of the billed electric energy and requires inspection, it shall be verified by a qualified electric energy measurement technical verification institution to be within the allowable error range. If the inspection fee exceeds the allowable error range, the inspection fee shall be borne by the power supply enterprise, and the electricity fee for the corresponding amount of electricity will be refunded to the customer in accordance with regulations.

Article 22 Service specifications for power outage and restoration:

(1) When a power outage is imposed on customers for any reason, the procedures stipulated in the "Power Supply Business Rules" shall be strictly followed;

(2) After the cause of the power outage is eliminated, the power supply should be restored in time. If the power supply cannot be restored in time, the reason should be explained to the customer.

Chapter 6 Standards for Paid Services

Article 23 The principle of paid services shall be implemented for the maintenance and repair of electric power facilities whose property rights do not belong to power supply enterprises.

Article 24 For paid services at the request of customers, the cost of power repair or replacement of electrical materials shall be subject to the charging standards approved by the provincial (autonomous region, municipality) price management department.

Article 25 When performing paid service work, a list of repair projects, charging standards, consumable materials, unit prices, etc. shall be listed one by one to the customer, and shall be confirmed and signed by the customer. After payment, a formal invoice should be issued.

Article 26 After the paid service work is completed, the contact number should be left. And proactively return visits to customers to solicit opinions.

Chapter 7 Service Standards for Handling Complaints and Reports

Article 27 Standardize the procedures for handling complaints and reports and establish a strict management system for complaints and reports on power supply services.

Article 28 Accept customer complaints and reports through the following methods:

(1) "95598" power supply customer service hotline or a dedicated complaint and reporting hotline;

(2) Set up a suggestion box or opinion book in the business premises;

(3) Letter;

(4) "95598" power supply customer service webpage (website);< /p>

(5) Leaders’ external reception day;

(6) Other channels.

Article 29 When receiving a complaint or report from a customer, you should thank the customer, record the specific situation in detail, and immediately forward it to the relevant department or leader for processing. Complaints will be responded to within 5 days and reports will be responded to within 10 days.

Article 30: Customer complaints should be handled on the basis of facts and law, and on the principle of safeguarding the legitimate rights and interests of customers and protecting state-owned property from infringement.

Article 31 Customer complaints, no matter where the responsibility belongs, should be handled actively, enthusiastically and conscientiously, and no internal shirk, prevarication or perfunctory behavior should occur during the handling process.

Article 32: Establish a return visit system for customers who complain and report. Timely track the progress of complaints and reports, supervise the handling, and report them in a timely manner.

Article 33: Strict confidentiality system, respect the wishes of customers, meet customers’ requests for anonymity, and ensure confidentiality for whistleblowers.

Article 34 Anyone who conceals complaints and reports or conceals or destroys complaints and reports will be dealt with seriously once discovered.

Article 35: Protect the legitimate rights of complainants and whistleblowers. Complaints and reports of retaliation will be dealt with seriously once discovered.

Chapter 8 Supplementary Provisions

Article 36 Electric power companies in each province (autonomous region, municipality directly under the Central Government) should formulate implementation details based on local actual conditions.

Article 37 This specification shall come into effect from the date of promulgation.