10 Promises on Power Supply Service

Urban area: The power supply reliability rate shall be no less than 99.90% and the voltage qualification rate shall be 96% on residential side; Rural areas: The promised power supply reliability rate and the voltage qualification rate on residential consumer side shall be publicized by the related provincial-level electric power companies after SGCC's verification and approval.

Power supply business centers are responsible for information disclosure on electricity tariff, charge standards and service procedures.

Response time on power supply request: For the residential consumers, no more than 3 workdays, for low-voltage power consumers, no more than 7 workdays, for high-voltage single supply consumers, no more than 15 workdays and for highvoltage double supply consumers, no more than 30 workdays.

When residential consumers apply for electricity consumptions to the power supply companies, electricity will be supplied within 3 workdays after the power-receiving devices are examined as up-to-standard and relevant formalities are completed.

When the non-residential consumers apply for electricity consumptions to the power  supply companies, electricity will be supplied within 5 workdays after power-receiving  facility is verified as up-to-standard and relevant formalities are completed.

If power supply is insufficient and continuous power supply cannot be guaranteed, strictly execute the rationing sequence approved by the government.

If the power supply equipment is scheduled to be interrupted for maintenance, the notification should be publicized to society 7 days prior to maintenance.

Offer round-the-clock repair services of electric power failure and the repairing staff shall arrive at the site within 45 minutes for the urban area, 90 minutes for rural area  and 2 hours for remote areas.

If customers owe electricity fees, the necessary power interruption measures shall be taken in compliance with the laws and regulations, in this case, notification of interruption shall be delivered to the defaulted customers 7 days prior to power interruption.

Service hotline-95598 is available 24 hours a day, for business consultation, information inquiry, service complaint and power failure repair etc.

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