Why is the power supply bureau afraid of 12398?

12398 is in charge of electricity, and the power supply bureau is afraid. First, it promotes the management of electric power enterprises. The electric power industry is a national basic industry and public welfare undertaking. Because of the monopoly of electric power enterprises, which involves the vital interests of thousands of households, the degree of public concern is relatively high. At present, power grid enterprises have a complete set of power customer service system (95598), which can accept users' complaints and reports, and generally works well. However, the nature of complaints and reports of this system belongs to internal supervision of enterprises. Hotline 12398 belongs to the government hotline sequence and is an external supervision of enterprise behavior. 12398 and 95598 hotlines cooperate with each other to form a complete internal and external supervision mechanism, which will certainly promote power enterprises to further strengthen management and standardize services.

The second is to safeguard the legitimate interests of the public. The opening of hotline 12398 has built a communication bridge between the public and the electricity regulatory agencies. Electricity regulatory agencies will use their professional and technical advantages and comprehensive coordination advantages to exercise the power of administrative punishment according to law and safeguard the legitimate rights and interests of the public.

The third is to promote the investigation and punishment of power violations. Hotline 12398 is an important way for power regulatory agencies to find clues about illegal activities. By dealing with illegal acts, on the one hand, it can promote the legal and standardized operation of the power industry; On the other hand, it can also accumulate experience and promote the standardization of electric power administrative law enforcement.

The fourth is to promote the integrity and self-discipline of electricity regulatory staff. The regulated object and the public can report violations of laws and regulations, dereliction of duty and other acts of power regulators. Through the hotline 12398, the electric power supervision staff will be promoted to act in accordance with the law, be fair and honest. In order to further facilitate the majority of power users to complain and report violations of the Regulations on Letters and Visits, the Regulations on Electricity Supervision and the relevant regulatory provisions of the state, the State Electricity Regulatory Commission opened the "12398 short message platform for power complaints and reports" nationwide after opening various complaint reporting channels such as telephone complaint hotline. The platform takes short message as the main information medium, and has the characteristics of "convenience, economy, rapidity and accuracy", which realizes the two-way rapid transmission of information among power enterprises, power users and regulatory agencies.

legal ground

Regulations on Electricity Regulation, Provisions on Handling Reports by Electricity Regulators (OrderNo. 17 of the State Electricity Regulatory Commission) and Provisions on Handling Complaints by Electricity Regulators (OrderNo. 18 of the State Electricity Regulatory Commission)