Circular on the investigation and verification of gas-related problems reflected by the public

Since AprilAllspinswinsAs of the 19th, our city's 12345 hotline received a total of 1996 complaints about gas problems, and netizens posted posts questioning gas meter measurement, gas charges, enterprise services and other issues. In the process of accepting complaints, we found that there were problems in gas enterprises. The municipal party committee and municipal government attached great importance to it and ordered the departments of market supervision, economics and credit, housing construction and other departments to immediately set up joint work classes to interview gas enterprises many times, urge them to fulfill their main responsibilities, and seriously treat and accept public complaints. Organized 12 supervision groups to be stationed in various districts (cities) and counties, and investigated and verified the problems reflected by the citizens together with technical experts and community workers by means of on-site verification, experimental testing, data comparison, case demonstration, and so on. At present, all complaints have been accepted and 1189 have been handled, and the remaining 807 are being urgently handled. According to the current investigation and verification, it is found that the fuel gas enterprises have the following problems:

First, there is the problem of substituting evaluation for copying and illegal estimation. When there is no door-to-door or meter reading when the user is not at home, there is a situation of illegal estimation, and there is no timely communication with the user to approve the actual data, resulting in the problem that the user is not at home, does not use gas, but still produces gas charges. For example, a user in Jinjiang District reflected that the gas enterprise did not read the meter at the scene and misestimated the cost, and the gas charge was estimated to be more than 100 cubic meters a month. After investigation and verification, the actual base of the gas meter without verification is 706 cubic meters, which is charged according to the estimated 791 cubic meters, and the user charges 85 cubic meters more. At present, gas enterprises have been instructed to complete the refund treatment. For example, a user in Qingyang District reflects the multi-estimated cost of the gas enterprise. After investigation and verification, the user was estimated to receive 39 cubic meters and 60 cubic meters of gas in February and March 2024 respectively, charging 75 cubic meters more than the actual gas charge. The previous user has paid 215 according to the estimated gas intake.Allspinswins.82 yuan. At present, after the gas enterprises have obtained the consent of the users, the overcharged fees will be deducted from the gas charges in the later stage.

Second, there are loopholes in the billing collection system, and the recording process is opaque. For example, a user of Chengdu High-tech Zone questioned its gas arrears of 17290 yuan. After on-site verification, the data acquisition system installed on the old meter has functional defects. when the monthly gas consumption of users exceeds 1000 cubic meters, the acquisition system can only return the last three digits, and users actually use 17812 cubic meters of gas in 67 months. however, the gas enterprise charging system shows that it is 12787 cubic meters, with a cumulative shortfall of 5025 cubic meters. When replacing the new meter, the gas enterprise will miss the one-time recording of the data for many years, one-time billing, one-time notice collection, the data recording process is not transparent, and did not communicate with the user.

Third, the gas billing cycle changes at will, and the pricing is not standard. The billing cycle of gas enterprises in the same residential area or even the same user is not unified, and there is a serious lack of public notice, resulting in users questioning the billing rules. For example, a user in Shuangliu District has a minimum billing period of 1 day and a maximum billing period of 156 days, resulting in an one-time payment of gas charges for 5 months. For example, a user in Pidu District moved into a house in August 2023, and it was not until March of the following year that someone came to read the meter and told the user that he owed more than 1000 yuan.

Fourth, the service awareness of solving the demands of the masses is poor, and the way of work is simple. The management of some gas enterprises is not in place, the method is simple, perfunctory in the face of user complaints, and the problem is not solved in time. For example, the failure of the remote return system of a user's gas meter in Longquanyi District led to the omission of 4958 cubic meters of gas data, the gas enterprise did not take the initiative to check the user's data, and did not find the equipment problem and replace it in time, so that the user missed the gas fee of more than 15000 yuan in four months at home, especially when the gas enterprise did not reach an agreement with the user, it took gas stoppage measures for the call fee. We will seriously investigate and deal with this act, and a case has been put on file for investigation.

From the current investigation and verification, no problems have been found, such as gas meter measurement and quality, gas quality, changing gas meter measurement through remote control, and so on. In accordance with the unified arrangements of the municipal party committee and the municipal government, the investigation work of our city is still in-depth, and a joint investigation team has been sent to gas enterprises such as Chengdu Gas Group to thoroughly investigate related problems and carry out centralized rectification. The illegal and illegal acts confirmed by the investigation and the relevant responsible persons shall be organized and dealt with in accordance with the law and discipline in accordance with the law, until the legal responsibility shall be investigated; for the gas charges that have been investigated and confirmed to be overcharged, the relevant gas enterprises will be ordered to make a full refund.

The above problems expose the confusion of billing management, weak service awareness and ineffective performance of subject responsibility in gas enterprises. at the same time, it also reflects that the industry management and supervision and law enforcement of government functional departments are not in place in time. The gas problem involves the vital interests of the general public. We will learn a lesson profoundly, take a highly responsible attitude towards the people, never tolerate or accommodate the problems found, comprehensively and thoroughly investigate and seriously deal with them, carry out special rectification actions on gas problems throughout the city, strengthen industry supervision, and effectively safeguard the legitimate rights and interests of the general public.

The first is to respond positively to the concerns and aspirations of the public. Compact the main responsibility of gas enterprises, strictly implement the "first inquiry responsibility system" for gas services, supervise and urge gas enterprises to comprehensively carry out self-inspection and self-correction, establish a list of problems, and deal with sales numbers one by one. In view of the outstanding problems reflected by the citizens, organize the relevant functional departments and districts (cities) and counties to be divided into categories and districts to further verify the situation and respond to the demands of the citizens with scientific evidence and factual basis.

The second is to strengthen the supervision and management of the gas industry. We will carry out rectification and upgrading actions in the gas industry, smooth the channels for complaints and reports, strengthen inspection and law enforcement, and improve the quality and efficiency of law enforcement. We will strengthen the supervision of gas prices, strictly crack down on unreasonable and non-standard charging behavior, and promote gas "sunshine service" in an all-round way.

The third is to improve the gas management system. We will speed up the reform of gas charging services, urge gas enterprises to improve charging standards and open charging processes, improve internal management and rapid response to complaints, and comprehensively raise the standard and standardized service level of enterprises.

If the general public encounter doubts about gas, they can call the service hotline of gas enterprises, or they can reflect it through the hotline 12345. We must seriously check and deal with it in accordance with the law. Sincerely welcome people from all walks of life and citizens to supervise our work and put forward valuable suggestions.

Chengdu Bureau of economy and Informatization

Chengdu Market Supervision and Administration Bureau

April 20, 2024