版本号：
A
修订号
：0 0
天然气企业 燃气 用户用气安全管理指导手册
文件编号
：
ABC-RQ-20×× 编 制
：
审 核
：
校 订
：
批 准
：
发布日期：
20××年 1 月 1 日
生效日期：20××年 1 月 1 日
分发部门 ■总经理 ■常务副总 ■财务副总 ■工程副总
■××××部 ■××××部 ■××××部 ■××××部
■××××部 ■××××部 ■××××部 ■××××部
1 目 目
录
总 总
则 ··································································· 1
第一章
燃气安全隐患分析 ········································ 3
一、燃气客户服务中的常见安全隐患分析 ······························ 3
二、燃气设施安全隐患分析 ················································ 5
（一）户内常见燃气设施介绍 ························································· 5
1、入户总阀门 ························································································ 5 2、流量表 ······························································································ 5 3、镀锌钢管 ··························································································· 5 4、灶前小球阀（又称考克）
······································································ 5 5、专用燃气软管 ····················································································· 5 6、用气设施 ··························································································· 6 （二）燃气设施安全隐患分析 ························································· 6
三、燃气客户安全事故原因分析 ·········································· 6
（一）燃气设施老化引起的事故 ······················································ 6
（二）燃气器具安装不当造成中毒或窒息 ·········································· 7
（三）燃气使用不当造成泄漏 ························································· 7
四、燃气设施泄漏、爆炸事故原因分析 ································· 7
第二章
客户燃气设施安装通气的安全管理················· 10
一、客户设施安装通气安全管理程序 ·································· 11
二、燃气设施通气前工程验收要求 ····································· 11
（一）工程验收原则 ··································································· 11
（二）工程验收方式 ··································································· 12
（三）工程验收参与部门 ····························································· 12
（四）工程验收前提条件 ····························································· 12
（五）竣工资料提交补救 ····························································· 13
（六）工程验收合格手续交接 ······················································· 13
（七）工程验收合格移交管理 ······················································· 13
（八）工程验收合格后续费用归属 ················································· 13
三、点火通气的安全管理要求 ··········································· 14
（一）点火通气前的安全管理要求 ················································· 14
1、控制燃气入户措施 ·············································································· 14
2 2、户内阀门状态 ···················································································· 14 3、安全警告 ·························································································· 14 4、安全防范 ·························································································· 14 5、严格台帐记录 ···················································································· 14 6、置换方案制定 ···················································································· 14 7、公福用户通气条件 ·············································································· 15 8、居民用户通气改管作业 ········································································ 15 （二）点火通气时的安全管理要求 ················································· 15
1、责任权属 ·························································································· 15 2、附属燃气具安装 ················································································· 15 3、正式通气前的二次试压 ········································································ 16 （1）低压管道系统 ·············································································· 16 （2）中压及以上压力管道系统 ······························································· 16 4、户外燃气置换与放散作业 ····································································· 16 5、户内燃气设施检测 ·············································································· 17 6、点火通气合格手续 ·············································································· 17 7、点火通气后的客户回访 ········································································ 17 四、入户合同、用气合同的签定要求 ·································· 18
（一）签订入户合同、用气合同的目的 ··········································· 18
（二）入户合同、用气合同的种类和适用范围 ·································· 18
1、居民燃气入户及用气合同（个人）
························································· 18 2、居民燃气入户合同（集体）
·································································· 18 3、用气合同（居民）
·············································································· 18 4、燃气入户合同（工商业、公福）
···························································· 19 5、用气合同（一般工业商业客户）
···························································· 19 6、用气合同（大型工业商业客户）
···························································· 19 （三）入户合同、用气合同的签订地点 ··········································· 19
1、单个用户 ·························································································· 19 2、集体用户 ·························································································· 19 3、客户需求原则 ···················································································· 20 （四）入户合同、用气合同的签订周期 ··········································· 20
1、县级项目公司用气类合同签订周期（仅供参考）
······································· 20 2、地级及以上项目公司用气类合同签订周期（仅供参考）
······························ 21 （五）签订入户合同、用气合同的要求 ··········································· 21
五、《燃气客户使用手册》的发放要求 ································· 21
第三章
日常用气的安全管理 ··································· 23
一、日常用气安全管理流程 ·············································· 23
二、客户报修的安全管理 ················································· 24
三、维修作业的安全管理 ················································· 25
3 四、户外表及表箱的安全管理 ··········································· 26
（一）户外表及表箱安装的安全要求 ·············································· 26
（二）户外表及表箱的安全检查 ···················································· 27
（三）户外表及表箱的安检周期 ···················································· 28
（四）户外表箱的维护保养 ·························································· 28
（五）户外表的安装图 ································································ 29
五、燃气器具的安全管理 ················································· 29
（一）居民客户燃气器具的维修 ···················································· 30
1、项目公司资质及人员资格 ····································································· 30 2、维修工作前的准备 ·············································································· 30 3、家用燃气器具维修前的安全检查 ···························································· 31 （1）气密测试 ···················································································· 31 （2）立管、户内管检查 ········································································ 31 （3）胶管检查 ···················································································· 31 （4）燃气表检查 ················································································· 31 4、灶具检修的一般步骤（仅供参考）
························································· 32 5、热水器检修的一般步骤（仅供参考）
······················································ 33 6、管道燃气客户气价外维修服务收费标准参考表 ·········································· 34 7、维修工作记录及客户资料录入 ······························································· 37 8、漏气、重大安全隐患事件的处理 ···························································· 37 9、考评及奖惩制度 ················································································· 37 （二）工业、商业、公福客户燃气器具的维修养护 ···························· 38
1、工业、商业、公福客户燃气器具维修养护范围 ·········································· 38 2、基本年费和服务费 ·············································································· 38 3、保养项目 ·························································································· 40 （1）检查燃气表情况 ··········································································· 40 （2）检查表前阀情况 ··········································································· 40 （3）检查燃气管道情况 ········································································ 40 （4）检查热水器情况 ··········································································· 41 （5）检查厨房燃具情况 ········································································ 41 （6）检查与炸炉有关的附件 ·································································· 41 （7）检查与洗碗碟机有关的附件 ···························································· 42 （8）检查与干衣机有关的附件 ······························································· 42 第四章
入户安全检查的管理 ··································· 43
一、入户安全检查的目的和原则 ········································ 43
（一）入户安全检查目的 ····························································· 43
1、确保客户燃气系统的安全性 ·································································· 43 2、减少维修量 ······················································································· 43 3、传达公司优质服务的理念 ····································································· 43 （二）入户安全检查的原则 ·························································· 43
4 二、入户安全检查的程序 ················································· 45
1、制订入户安检计划 ·············································································· 46 2、入户安检 ·························································································· 46 3、安检信息的记录填写 ··········································································· 46 4、安检情况统计分析 ·············································································· 46 5、安检的后续推进 ················································································· 47 三、入户安全检查人员的行为规范 ····································· 47
（一）提前告之 ········································································· 47
（二）工作服及工作证 ································································ 47
（三）工作物品携带 ··································································· 47
（四）保持工作场地清洁 ····························································· 48
（五）宣传安全常识及客户必须遵守的相关规定 ······························· 48
（六）解释工作及收费 ································································ 49
四、入户安全检查的内容 ················································· 49
五、入户安全检查的隐患整改 ··········································· 50
（一）室内隐患的内业资料整理 ···················································· 50
（二）隐患整改的实施 ································································ 52
（三）隐患整改周期（仅供参考）
················································· 52
六、重点客户的监督管理 ················································· 53
（一）对弱势群体 ······································································ 54
（二）群居租房户 ······································································ 54
（三）对长期无人户 ··································································· 54
（四）对存在严重安全隐患不进行整改的客户 ·································· 54
（五）重点客户管理分析报告 ······················································· 54
第五章
客户安全事故应急预案的管理 ······················· 55
一、事故应急预案制订目的 ·············································· 55
二、事故应急预案适用范围 ·············································· 55
三、事故处理程序 ·························································· 56
四、事故应急预案的组织实施及人员要求 ···························· 56
（一）参加应急预案的员工分组 ···················································· 56
（二）应急预案相关内容 ····························································· 57
1、原则 ································································································ 57 2、应急预案的基本内容 ··········································································· 57 3、应急救援的训练和演习 ········································································ 57
5 （三）维修抢险人员要求 ····························································· 58
五、事故的应急控制 ······················································· 58
六、事故现场调查及取证保全 ··········································· 59
（一）事故现场调查 ··································································· 59
（二）证据保全 ········································································· 59
七、事故处理及恢复供气 ················································· 60
（一）事故处理 ········································································· 60
（二）恢复供气 ········································································· 61
八、事故分析机制 ·························································· 61
第六章
客户安全宣传管理 ······································ 62
一、安全宣传的目的 ······················································· 62
二、安全宣传的途径及效果 ·············································· 62
（一）工作途径 ········································································· 62
1、点火通气 ·························································································· 62 2、入户安检 ·························································································· 62 3、日常维修 ·························································································· 63 4、客服中心 ·························································································· 63 5、调查问卷 ·························································································· 63 6、流动宣传 ·························································································· 63 7、宣传车 ····························································································· 63 8、巡线员沿线宣传 ················································································· 63 9、居民楼道告示牌 ················································································· 64 （二）传媒途径 ········································································· 64
1、报刊杂志 ·························································································· 64 2、视频短片 ·························································································· 64 3、滚动字幕 ·························································································· 65 4、电子公益广告 ···················································································· 65 5、电台传播 ·························································································· 65 6、车体广告 ·························································································· 65 7、公益广告栏 ······················································································· 65 （三）信息途径 ········································································· 65
1、短信平台 ·························································································· 66 2、呼叫中心 ·························································································· 66 3、搭建 110、119 平台 ············································································· 66 （四）社会途径 ········································································· 66
1、街道社区 ·························································································· 66 2、各大院校 ·························································································· 67
6 3、拜访大客户 ······················································································· 67 4、弱势群体 ·························································································· 67 5、租房户 ····························································································· 67 6、小区物管员 ······················································································· 68 7、小区安全监督员 ················································································· 68 （五）网络途径 ········································································· 69
1、××燃气主页 ······················································································· 69 2、门户网站 ·························································································· 69 三、安全宣传的形式及模板 ·············································· 69
（一）横幅 ··············································································· 69
（二）海报 ··············································································· 70
（三）展板 ··············································································· 70
（四）宣传单 ············································································ 70
（五）告示牌 ············································································ 71
（六）安全宣传片 ······································································ 71
（七）调查问卷 ········································································· 71
（八）燃气客户使用手册 ····························································· 71
（九）户内安全贴/卡 ·································································· 71
（十）奖品宣传 ········································································· 72
（十一）短信／APP 宣传 ····························································· 72
1、安检通知 ·························································································· 72 2、节假日关怀 ······················································································· 72 3、停气通知 ·························································································· 73 四、宣传成本标准指引（参考价格）
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第七章
安全培训管理 ············································ 74
一、安全培训目的及范围 ················································· 74
（一）安全培训目的 ···························································...