The latest interpretation of the National Energy Administration's policy

In order to further standardize the complaint and reporting handling of 12398 Energy Supervision Hotline (hereinafter referred to as the 12398 Hotline), the National Energy Administration organized and revised the "12398 Energy Supervision Hotline Complaints and Report Handling Measures", forming the "12398 Energy Supervision Hotline Complaints and Report Handling Measures" and the "12398 Energy Supervision Hotline Report Handling Measures" (hereinafter referred to as the "Complaints and Reporting Measures"). The relevant matters are interpreted as follows.

1. Background of the issuance of the "Complaint Measures" and "Report Measures"

In order to standardize the complaints and reporting work after centralized management of the 12398 hotline, in January 2017, the National Energy Administration issued the "Measures for Handling Complaints and Reports of the 12398 Energy Supervision Hotline", which effectively ensured the standardized operation of the 12398 hotline work. In recent years, with the significant increase in awareness of the 12398 hotline and the expansion and extension of the channels for receiving complaints and reports, the functions and roles of the 12398 hotline have been deepened, and the workload of complaints and reports has increased significantly. The hotline work faces many new challenges, and some of the contents of this method are no longer able to adapt to the current work needs. In order to further optimize and adjust the complaint and reporting handling system and related working mechanisms, the National Energy Administration has carefully studied and widely solicited opinions to form the "Complaints Measures" and "Reporting Measures".

2. Main revisions to the "Complaints Measures" and "Report Measures"

In order to give full play to the regulatory effectiveness and people's livelihood role of the complaint and reporting system and effectively standardize the operation and management of the 12398 hotline complaint and reporting work, we have comprehensively optimized and improved the existing complaint and reporting system, and focused on the following aspects:

(1) Set up a complaint and reporting system separately. Considering that complaints and reports have great differences in the nature of the problem, the responsible person for handling, the basis for handling, the processing process, etc., and referring to the experience and practices of other ministries and commissions, this revision divides the "12398 Energy Supervision Hotline Complaints and Reporting Measures" into the "Complaints Measures" and the "Reporting Measures". The "Complaints Measures" mainly deals with the demands of natural persons, legal persons or other organizations to be dissatisfied with the energy use service guarantee provided by energy enterprises and advocates the protection of energy use rights and interests. The "Reporting Measures" mainly deals with matters suspected of illegal and irregular matters.

(2) Clarify the responsibilities of dispatched agencies and energy enterprises. The Complaint Measures combine the characteristics of complaints in the energy field and clarify the main responsibility for handling complaints at the energy enterprise headquarters, the supervisory responsibility for handling complaints by the dispatched agency and the responsibility for handling objections. In order to ensure that energy enterprises fully and effectively fulfill their responsibilities, systems such as full-process supervision, spot inspection, and supervision and investigation of dispatched agencies have been set up to strengthen the supervision of complaint handling. The "Reporting Measures" clearly stipulate that the dispatched agency will handle the reporting matters within its jurisdiction in a unified manner, and standardize the handling procedures of the dispatched agency.

(III) Optimize the complaint handling process. If the person who responds to seek help, mainly reflects that there is an energy use dispute and the matter that does not have any illegal acts, it shall be a complaint and the energy enterprise headquarters shall take the lead in performing its handling responsibilities. At the same time, if the complainant is dissatisfied with the handling of the energy enterprise, a relief link is set up for the complainant - to appeal to the dispatched agency, and the appeal matters will be investigated and handled by the dispatched agency, which can effectively supervise the handling of complaints from the energy enterprise.

3. Organize and implement the "Complaints Measures" and "Report Measures"

The National Energy Administration will do a good job in the follow-up organization and implementation of the "Complaints Measures" and "Reporting Measures". From the aspects of strengthening organizational guarantees, improving supporting systems, and ensuring supervision and implementation, it requires the headquarter of central energy enterprises to do a good job in corresponding connections and handling, and optimize internal process mechanisms; it requires all dispatched agencies of the National Energy Administration to establish and improve corresponding supervision and management systems, strengthen the management and control of the entire process and links; strengthen publicity and guidance, do a good job in system propaganda and consultation, effectively standardize the operation of the system, and effectively play the normative leading role of the complaint and reporting system, and safeguard the energy use rights and interests of the people.

The "Complaints Measures" and "Reporting Measures" will come into effect on January 1, 2025, and the "12398 Energy Supervision Hotline Complaints and Report Handling Measures" will be abolished at the same time.