We are committed to providing great service
The INA’s members are independent distribution network operators (IDNOs), independent gas transporters (IGTs) and independent water and wastewater companies, known as NAVs. The INA’s member companies commit to providing a great service to their customers and have all made the following commitments.
Commitments to our customers
We set the tone from the top – making customer service a core value, with leaders fully accountable for promoting high standards and inclusivity in our decisions, striving for continuous improvement in the service we provide.
We make it easy for customers to contact us and get the information they need, using plain language and accessible formats across all channels.
We actively identify and support customers with extra needs, keep our Priority Services Register current, and connect people to help schemes.
We resolve complaints quickly, escalate when needed, and use every case as a chance to improve.
We openly share our performance, publish key data, and act on feedback to keep getting better.
We work closely with regulators and industry partners to stay ahead of standards and share best practices.
We coordinate with partners to ensure smooth, joined-up services – especially during incidents or outages.