RP7 Stakeholder Consultation WEB - Flipbook - Page 39
6. Meeting the needs of our customers
Customers are at the forefront of our
mind when we are planning for the
future. Our customer service approach
is aligned to our company vision, values
and behaviours.
NIE Networks has undertaken extensive
engagement to listen to our customers
so that we better understand their
attitudes, current experiences and
relative priorities in relation to customer
service, network performance,
environmental performance and future
strategy.
Customer and stakeholder engagement
activity at NIE Networks is overseen
by the Consumer Engagement
Advisory Panel. CEAP comprises of
representatives from NIE Networks,
the Northern Ireland Authority for
Utility Regulation, Department for the
Economy and Consumer Council for
Northern Ireland and oversees ongoing
consultation with customer groups on
the delivery of the RP6 programme and
identifies customer priorities for RP7
to help deliver the best outcomes for
customers.
NIE Networks commissioned
Perceptive Insight, an independent
market research agency, to undertake
an on-going programme of research
throughout RP6 to ascertain the views
and perceptions of NIE Networks’
customers and stakeholders to
understand what the network needs
to be able to do, to meet customer
expectations and the challenges of a
rapidly changing energy landscape.
You can read and hear what our
customers are telling us in our research
documentation available on our
website.
In addition, we continue to work
with the Customer Vulnerability
Working Group (CVWG) which is
an independently chaired group of
consumer representative bodies who
provide guidance on the development
and practical implementation of our
consumer protection policy. The group
continues to support NIE Networks
by providing unique insights and
challenges on delivering fair outcomes
to consumers in Northern Ireland.
We also continue to engage and gain
valuable insight from the Consumer
Protection Programme (CPP).
A summary of the key findings from all
of this engagement and research is
outlined overleaf.
https://www.nienetworks.co.uk/
investment/investing-for-the-future/
stakeholder-engagement
RP7 Stakeholder Consultation
39
