The National Energy Administration (NEA) released the September 2026 complaint handling report for the 12398 energy regulatory hotline on October 19. The hotline platform received 1,982 complaints in September, mainly concentrated on electricity connection applications, power outage repairs, and power quality issues. Among the complained entities, State Grid Corporation accounted for 1,461 cases, China Southern Power Grid 373 cases, Inner Mongolia Power Group 41 cases, local power enterprises 97 cases, and incremental distributed power enterprises 10 cases.
Regarding complaint handling, energy enterprises were required to resolve 2,038 complaints (including carried-over cases from August), with an on-time completion rate of 100%.
Key complaint hotspots included: inadequate service in electricity connection applications by some power enterprises, such as irregular review procedures in Changde, Hunan and delayed personal charging station connection applications in Shihezi, Xinjiang; non-standard power outage management in places like Chongqing where planned outages were implemented without prior user notification, and prolonged outages in Liaoyuan, Jilin due to large-scale repair work and poor scheduling; substandard power quality in some areas, including low voltage during peak load periods in Deyang, Sichuan due to insufficient grid capacity from long power supply distances, and repeated outages in Hulunbuir, Inner Mongolia due to inadequate maintenance of property-owned equipment.
The platform received 127 appeals in September, yielding a complaint-to-appeal ratio of 6.15%. It also received 107 problem leads involving electric facility installation/maintenance/repair permits (56 cases), renewable energy grid connection (17 cases), power line safety (8 cases), electricity connection applications (12 cases), power trading (3 cases), and other matters (11 cases). Provinces with the most reported cases were Hebei (13), Shaanxi (8), Inner Mongolia (7), Shandong (6), Henan (6), Hunan (6), and Guangdong (6).
The NEA required energy enterprises to standardize electricity connection services, strengthen power quality management, optimize power outage repair procedures, and improve renewable energy grid connection services.
Source: National Energy Administration URL: https://www.nea.gov.cn/20261019/8da49480bcd4446da080858d6379222b/c.html