Timely resolve customer complaints about electricity bills

Recently, there have been some reflections on social networks about electricity bills, attracting public attention. In this situation, the electricity industry has directed its member units to urgently coordinate with local authorities, police and functional agencies to inspect, verify and provide timely and transparent information to the people.

EVNNPC workers directly check the meter at the scene. (Photo: EVNNPC)

In Thanh Hoa , Thanh Hoa Electricity Company, the government and police of Quang Chinh commune worked with CTH citizens on the matter. posted content denouncing illegal electricity stations, then many social networking sites distorted and made accusations.

Upon verification, the household purchased electricity from Thanh Hoa Electricity Business Management Joint Stock Company (a private entity licensed to trade electricity directly with the public), which is not a unit of the electricity industry. Afterwards, the household admitted to posting unverified, misleading information and proactively corrected the information, pledging not to repeat the offense.

Quang Chinh Commune Police, Thanh Hoa Province invited and worked with citizen CTH about posting false information on social networks.

In Nghe An , a customer in Hung Nguyen complained that the electricity bill had “increased 10 times”. After checking the meter and working with the authorities, it was found that this was a restaurant that used a lot of air conditioners, and there was a short circuit in the wires behind the meter. The actual bill only increased by about 40%. The customer admitted to posting false information to attract likes, then apologized and made a public correction on social media.

The customer posted a correction on his personal Facebook.

In Quang Ninh , customers also complained on Facebook about the same electricity bill for 3 consecutive months. The Dong Trieu Regional Electricity Management Team, Quang Ninh Electricity Company checked the meter, compared EVNHES remote measurement data in detail each day and determined that the meter was operating normally, the index was accurate; the output of 670 kWh for 3 months was just a coincidence. The customer understood, signed the working minutes and voluntarily removed the post on social networks.

In Ha Tinh, some customers suspected that the meters were inaccurate due to high bills in August. Ha Tinh Electricity Company coordinated with the Department of Industry and Trade, Department of Science and Technology, Department of Agriculture and Environment, Provincial Police and Ha Tinh Newspaper to conduct an inspection.

The results show that the meter is accurate, the error is within the allowable limit, the output increased mainly due to hot weather and high demand.

Mr. Truong Khanh Tung, Director of the Ha Tinh Technical Center for Standards, Metrology and Quality, said that on September 4, the unit received 4 meters removed by Ha Tinh Electricity for inspection. The results showed that these 4 meters all met technical requirements, no errors were detected, thereby affirming that the inspected equipment operates accurately and has high reliability.

In Phu Tho province, on social networks appeared two identical electricity bills of two households in Hung Viet commune. The Cam Khe Regional Electricity Management Team coordinated with the People's Committee and Commune Police, Phu Tho Newspaper to organize an inspection, the results showed that the meter index and serial number were completely different, the duplicate output was just a coincidence.

Mr. Nguyen Dinh Manh - one of the two customers said he was just joking about the two bills of two different families being the same, in reality he did not complain because he understood that in the hot season, many appliances are used, and children often open the refrigerator to preserve fruit, which also increases electricity consumption; if he had suspected, he would not have paid.

Deputy Head of Hung Viet Commune Police, Phu Tho Province, Nguyen Anh Tuan said that through grasping information on social networks, the functional forces promptly coordinated with the electricity sector to clarify the incident and provide accurate information to the people. This is the responsibility of the commune police force in being close to the people, coordinating with functional agencies to promptly orient public opinion, avoiding causing confusion or creating conditions for distorted arguments.

EVNNPC Deputy General Director Phan Tu Luong said that in 17 northern provinces and cities, the electricity industry retails 91.6% to more than 11 million customers, the rest is sold by 507 private enterprises and organizations to more than 1.06 million customers. EVNNPC has installed 100% remote electronic meter, digital transformation implementation, 24/7 Customer Care Center operation and coordination with C06 Ministry of Public Security to standardize data, provide services via National Public Service Portal. The unit is ready to receive and upgrade private power grid to improve quality.

Mr. Phan Tu Luong affirmed that index closing errors mainly occur in private units, and at the same time recommended that customers contact the Call Center. 1900 6769 or local Electricity for clarification instead of sharing unverified information.

EVNNPC recommends that people regularly check their household electrical systems to promptly detect and handle leaks and short circuits, and encourages research into investing in rooftop solar power according to the self-production-self-consumption model to reduce bill costs and protect the environment.

The electricity industry is committed to always listening, receiving and promptly handling all legitimate feedback, considering customer support as an important foundation to improve service quality, ensure rights and transparency in electricity use.

Source: https://baoquangninh.vn/giai-quyet-kip-thoi-phan-anh-cua-khach-hang-ve-hoa-don-tien-dien-3374889.html