Complaint handling process of power supply bureau

After receiving the customer complaint, the 95598 service hotline should enter the electronic work order in time and determine the type of customer complaint. Belong to a class, two complaints, sent to the Bureau of political work department; Belong to the three types of complaints, sent to the relevant departments or units. After the investigation and handling, all relevant departments or grass-roots units directly give feedback to the complainant, and at the same time feed back to the 95598 service hotline, which will make a satisfactory return visit.

I. Principles to be followed in handling customer complaints and reports

1, principle of legal treatment;

2, the principle of graded responsibility, timely and efficient processing;

3. The principles of justice, fairness and openness;

4, adhere to the principle of seeking truth from facts, convincing people by reasoning, and correct imputation;

5. The principle of keeping the complainant strictly confidential, accepting social supervision and safeguarding the legitimate rights and interests of customers.

Second, the complaint channels of power supply bureau:

1, "95598" power supply customer service hotline, receiving complaints and reports 24 hours a day;

2, the establishment of professional ethics complaints telephone, located in the political engineering department, the implementation of working days to accept complaints and reports. Yinzhou power supply bureau hotline 51092909;

3, power supply business premises set up suggestion box and suggestion book;

4, letters, visits, calls to accept, the main acceptance departments for the bureau office, political engineering department, marketing department, dispatching room and other departments;

5, "95598" power supply customer service web page (website) or email reception;

6. Other channels of acceptance.

Legal basis: Measures for the Administration of Customer Complaints and Reports of Power Supply Bureau Article 1 In order to standardize and strengthen the administration of customer complaints and reports of power supply, and further promote the construction of quality services and professional ethics, these measures are formulated in accordance with the relevant provisions such as the Administrative Measures for the Reporting of Political Complaints of State Grid Corporation (Trial), the Administrative Measures for the Supervision of Power Supply Services (Trial) and the Administrative Measures for the Reporting of Customer Complaints and Reasonable Suggestions of Zhejiang Electric Power Company (Trial).