On April 1 day, after investigation, it was confirmed that the user's complaint was true. Our company completed the ignition and ventilation on March 28, 2008, and contacted the user by telephone, and the user expressed satisfaction.

Second, the reasons for the complaint.

1. The increase in workload is one of the reasons why users complain and fail to perform the contract on time.

From June last year 10 to June this year 10, our company installed more than 6,000 households according to the plan of natural gas users. Since June 10, the enthusiasm of users in our city to apply for natural gas installation has been very high. In order to meet the needs of the people as much as possible, our company has accepted about 14000 households, most of which require ignition and gas delivery before the new year. Although a lot of preparations have been made in terms of construction strength and construction measures, the increase of tasks and the construction environment of some users or communities have not met the requirements, and some even stopped work artificially. After coordination by many parties, the problem still cannot be solved, resulting in the project not being completed as planned.

2. The long freezing period is the second reason why users complain and fail to perform the contract on time.

Since 1 month this year, many southern provinces and our city have suffered a once-in-a-century freezing disaster, which lasted for more than 30 days, resulting in more than 2,000 households failing to complete the installation as scheduled.

3. The third reason why migrant workers in construction teams can't go to work normally on vacation according to state regulations is that users complain and can't perform the contract on time.

"Spring Festival" is a traditional festival of the country and the nation. According to the traditional habits in rural areas, people generally go to work in cities on the 15th day of the first month, and most of the construction teams are migrant workers, which makes it impossible to organize normal construction for a long time after the ice disaster.

4. In June+10 last year, in order to meet the needs of market and company management, our company carried out informatization. The implementation of informatization has higher requirements for the company's original and new business processes, and the original business model will change as needed, which will have an adaptation period for business personnel and also have a certain impact on the normal operation of business processes.

Third, the next step of rectification measures.

1. Set up a user complaint handling team.

Starting from the beginning of March, the company quickly set up a complaint handling team according to users' complaints, with full authority to handle users' complaints of failure to perform the contract, and ensure the installation and ventilation of natural gas as soon as possible according to the time, plan and requirements according to users' needs. Judging from the handling of user complaints, the effect is good.

2. Formulate assessment methods for business process implementation and complaint acceptance.

Since the beginning of March, the company has successively formulated the Measures for the Implementation of Business Processes and the Measures for the Acceptance and Assessment of Complaints. All relevant responsible departments and responsible persons are requested to organize the study seriously, and the company will conduct the assessment seriously according to the measures, which will be implemented on March 15 to straighten out the business process as soon as possible.

3. It has promoted the performance of the contract in a short time.

There are about 2000 natural gas contract users who have not installed on time before the Spring Festival. The company is taking measures to complete the performance of these users in a planned and step-by-step manner before the end of April.

4. Strengthen the training and education of the construction team.

Seriously organize the safe and civilized construction of construction team personnel and educate service standards to ensure users' satisfaction with safety and service.

5. Call on the government, media and relevant departments to give us more understanding and support and help us solve some contradictions and problems in a coordinated way.

We believe that with the understanding and support of the government and users, and through the unremitting efforts of all employees in the company, we will quickly change the status quo, live up to the expectations of the government and people, and better serve the society and people.

Xiangtan Xin 'ao Fuel Gas Co., Ltd. (official seal)

November 22nd, 2008