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        國家電網公司供電服務“十項承諾”

        發布日期: 2018-07-11 信息來源: 系統管理員

        國家電網公司供電服務“十項承諾”

        1.城市地區:供電可靠率不低于99.90%,居民客戶端電壓合格率96%;農村地區:供電可靠率和居民客戶端電壓合格率,經國家電網公司核定后,由各省(自治區、直轄市)電力公司公布承諾指標。

        2.提供24小時電力故障報修服務,供電搶修人員到達現場的時間一般不超過:城區范圍45分鐘;農村地區90分鐘;特殊邊遠地區2小時。

        3.供電設施計劃檢修停電,提前7天向社會公告。對欠電費客戶依法采取停電措施,提前7天送達停電通知書,費用結清后24小時內恢復供電。

        4.嚴格執行價格主管部門制定的電價和收費政策,及時在供電營業場所和網站公開電價、收費標準和服務程序。

        5.供電方案答復期限:居民客戶不超過3個工作日,低壓電力客戶不超過7個工作日,高壓單電源客戶不超過15個工作日,高壓雙電源客戶不超過30個工作日。

        6.裝表接電期限:受電工程檢驗合格并辦結相關手續后,居民客戶3個工作日內送電,非居民客戶5個工作日內送電。

        7.受理客戶計費電能表校驗申請后,5個工作日內出具檢測結果。客戶提出抄表數據異常后,7個工作日內核實并答復。

        8.當電力供應不足,不能保證連續供電時,嚴格按照政府批準的有序用電方案實施錯避峰、停限電。

        9.供電服務熱線“95598”24小時受理業務咨詢、信息查詢、服務投訴和電力故障報修。

        10.受理客戶投訴后,1個工作日內聯系客戶,7個工作日內答復處理意見。

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