In recent days, on Facebook, there have been a number of posts about the sudden increase in electricity bills in June, including in Ninh Binh. In this situation, the Director of Ninh Binh Electricity Company has directed relevant units to urgently check, verify, clarify, respond and handle the situation thoroughly, not allowing the formation of public opinion hotspots. In just the first week of July, the Company's professional units have isolated and contacted 29 Facebook account owners to grasp the actual situation, conduct reviews and inspections; answer questions, clarify the causes, from which the account owners have understood and voluntarily removed the posts. For some posts on community groups, using fake accounts whose owners have not been found, the Company is contacting and recommending competent authorities to direct and coordinate the resolution.
At the same time, the reception and resolution of customer complaints and feedback through the customer relationship management (CRM) system related to high electricity bills are also handled promptly, ensuring compliance with the time limit prescribed by Vietnam Electricity Group. In particular, the Company Director assigns the Head of the Regional Electricity Management Team to directly direct the reception and resolution of customer complaints and feedback related to high electricity bills. In complicated cases, the Company requests a representative of the Team's Board of Directors or an officer with appropriate expertise and skills to directly discuss and explain to the customer. The Head of the Regional Electricity Management Team is responsible to the Company for the results of handling these complaints.
In the first 10 days of July 2025, the Company received over 500 requests and recommendations from customers regarding "High electricity bills" reflected through CRM. Immediately after receiving the recommendations, the Regional Electricity Management Teams quickly contacted and resolved the customers' requests. During the processing process, the unit provided full information on meter readings, electricity consumption during the period, clearly explained how to calculate the bill, the reasons for the high electricity bill, the customers understood and had no further recommendations. In some cases where customers requested meter inspection, the management unit worked with the customers to make a record, remove the meter for inspection according to regulations. At the same time, customers were instructed to use electricity safely, economically and effectively.
To minimize the increase in electricity bills due to the unusual developments of extreme weather conditions, right from the beginning of the hot season, Ninh Binh Electricity Company has increased the campaign and propaganda on electricity saving through social networking sites such as Zalo, Facebook, and other communication channels of the Electricity industry. Implement publicity and transparency in meter reading and electricity bill issuance; apply automatic meter reading technology to ensure accuracy, eliminating errors due to human error.
The affiliated units also proactively implement many measures to check and control the electricity consumption of customers right from the stage of recording the index and receiving data from the remote measurement system. Timely receive information reflecting and immediately handle the situation of customers' complaints about meter readings and sudden increase in electricity bills, focus on resolving them quickly, promptly, accurately, not letting customers get upset, make complaints many times or go beyond the level.
At the same time, coordinate with local authorities to promote the dissemination of electricity saving measures on the radio so that people can grasp and implement them. In addition, each officer and employee, when performing tasks of communicating with customers, must propagate and guide customers on measures to use electricity economically, safely and effectively; guide customers to install the Customer Service App, and how to access the website of the Northern Power Corporation so that customers can update and look up information themselves.
Hot weather is forecasted to continue in the coming time. To avoid the situation of customers' electricity bills continuing to increase dramatically, Ninh Binh Electricity Company will continue to make efforts to implement key and effective solutions. However, the Company recommends that customers use electricity safely and economically; should use the power consumption estimation tool at the website http://uoctinhdiennang.evn.com.vn to be able to proactively estimate the monthly power consumption of the family, thereby adjusting the use of electricity reasonably, this is a very important and necessary factor.
Source: https://baoninhbinh.org.vn/cong-ty-dien-luc-ninh-binh-kip-thoi-xu-ly-tinh-huong-hoa-671848.htm
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