GB/T 28885-2025 Directives for gas service English, Anglais, Englisch, Inglés, えいご
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ICS 91.140
CCS P 47
National Standard of the People's Republic of China
GB/T 28885-2025
Replaces GB/T 28885-2012
Directives for gas service
燃气服务导则
(English Translation)
Issue date: 2025-03-28 Implementation date: 2025-10-01
Issued by the State Administration for Market Regulation
the Standardization Administration of the People's Republic of China
Contents
Foreword
1 Scope
2 Normative references
3 Terms and definitions
4 Basic requirements
5 Gas supply services
6 Gas consumption services
7 Service methods
8 Service personnel
9 Complaint handling
10 Emergency response and handling of unexpected incidents
11 Service evaluation
Bibliography
Directives for gas service
1 Scope
This document specifies the basic requirements, gas supply services, gas consumption services, service methods, service personnel, complaint handling, emergency response and handling of unexpected incidents, and service evaluation for gas services.
This document is applicable to the gas supply services and gas consumption services provided by gas service providers to gas users (hereinafter referred to as “users”), as well as the evaluation of service quality.
Note: The distinction between gas supply services and gas consumption services is based on the delivery point agreed with the user. The scope before the delivery point belongs to gas supply services, including: providing gas application, gas supply contracts, and pipeline gas supply services to ensure gas supply quality; providing bottled gas supply services including distribution, gas cylinder management, and ensuring filling quality; and providing vehicle gas refueling services that meet filling quality requirements. The scope after the delivery point belongs to gas consumption services, including meter reading and fee collection for users, inspection of gas facilities, sales, installation, operation, maintenance and overhaul of safety devices, and construction and transformation of gas facilities.
2 Normative references
The following documents contain provisions which, through reference in this text, constitute provisions of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.
CJJ 51 Technical specification for safety of operation, maintenance and rush-repair of city gas facilities
3 Terms and definitions
The following terms and definitions apply to this document.
3.1
gas service
activities of gas supply services and gas consumption services provided by gas service providers to meet users’ needs
3.2
gas service provider
gas operation enterprises and other entities that provide gas supply services and gas consumption services to users
3.3
gas service quality
degree to which gas service providers meet users' needs and expectations
4 Basic requirements
4.1 Service system
Gas service providers shall establish a service system that has the capability to ensure gas service quality, meets users' needs, is compatible with the service scale, and undergoes continuous improvement.
4.2 Service methods
The service methods of gas service providers include window service, hotline service, on-site service, and information platform service. Gas operation enterprises shall establish an information platform service method, optimize service processes using the Internet, and provide open, transparent, and real-time online interactive services.
4.3 Service quality
Gas service providers shall take user satisfaction as the goal, formulate service quality standards, and determine process quality indicators and result quality indicators. They shall adopt corresponding control measures to ensure the achievement of target indicators, conduct regular service evaluation, and make continuous improvements.
4.4 Service environment
The service environment shall meet the relevant requirements for providing services to users and convey various service information that users care about and need.
4.5 Service commitments
Gas service providers shall publicly announce commitments to service quality standards, service time limits, service attitudes, etc., to the society.
4.6 Service inputs
Gas service providers shall invest resources in terms of human resources, material resources, and technical support that match the scale of their gas supply services and gas consumption services.
4.7 Safety
In the process of providing gas services to users, gas service providers shall comply with the requirements of relevant national standards, and respond quickly and handle in a timely manner when unexpected incidents occur.
4.8 Information disclosure
Gas service providers shall determine the directory of actively disclosed information and the specific content of information disclosure within their respective service scopes. The key information to be disclosed includes enterprise overview, service information, regulations and standards related to gas supply and consumption services, and processes.
4.9 Information management
Gas operation enterprises shall establish an information management system for user services, realize user real-name system and timely update of user information files, and conduct traceable management of user services and quality monitoring.
4.10 User promotion
Gas operation enterprises shall promote knowledge on safe gas use, guide users to use gas safely, and distribute publicity materials on the protection of gas facilities and safe use of gas to users through various forms.
4.11 Services for special groups
Gas operation enterprises shall cooperate with the government and relevant departments to meet the differentiated gas service needs of special groups and special service targets such as the disabled, orphans, and the elderly.
5 Gas supply services
5.1 General requirements
5.1.1 Gas supply quality and reliability
Gas operation enterprises shall continuously, stably, and safely supply gas that meets national quality standards to users. They shall publicly announce information such as the composition, calorific value, and supply pressure of the gas supplied to the society. The supplied gas shall have a warning odor that can be perceived by people with normal sense of smell before danger occurs when it leaks into the air. If the supplied gas does not meet the above requirements, odorization shall be carried out. Gas operation enterprises shall conduct regular sampling tests on the concentration of odorants.
5.1.2 Gas supply conditions
Gas operation enterprises shall improve gas supply conditions in accordance with the contents and requirements specified in the local gas development plan, including gas source, type, supply method and scale, layout and construction schedule of gas facilities, construction land for gas facilities, protection scope of gas facilities, gas supply guarantee measures, and safety guarantee measures, and provide gas supply services within their business scope.
5.1.3 Gas supply and consumption contracts
Gas operation enterprises shall sign gas supply and consumption contracts with users who meet the gas use conditions.
