SOCIAL
Our Commitment to Customers

MDU Resources Group is committed to competing in business only by lawful and ethical means. Our long-term success can be achieved only through fair, honest and intelligent decisions in dealing with customers.

Customer Service
MDU Resources’ successful relationship with customers requires that we provide quality products and services competently and efficiently and treat customers with courtesy. The corporation makes many commitments to customers about the availability, quality and price of our products and services in furtherance of the corporation’s vision to be the customers’ supplier of choice in all our markets. Each employee is expected to ensure that MDU Resources lives up to these promises, including maintaining open communication with customers and responding promptly to inquiries, requests and complaints.

MDU Resources’ utility companies consistently rank high for customer satisfaction. In the J.D. Power 2018 Gas Utility Residential Customer Satisfaction Study, Cascade Natural Gas earned a score of 776, which was the highest score among midsize natural gas utilities in the West Region. Intermountain Gas ranked second with a score of 761 and Montana-Dakota Utilities ranked third with a score of 750. The average score for the West Region was 737.

When compared with all 84 companies in the survey, regardless of size, Cascade ranked second, Intermountain sixth and Montana-Dakota 21st.

In its 17th year, the study surveys customer satisfaction across six factors: safety and reliability, billing and payment, corporate citizenship, price, communications, and customer service.

Relationships With Customers and Suppliers
MDU Resources’ supplier relationships are based on a commitment to open and fair dealings. We select suppliers of goods and services based on quality, service, cost-benefit considerations, performance capacity and adequacy of supply.

MDU Resources has a Gift Policy regarding giving or receiving gifts from others in the course of business. In general, the policy prohibits an employee or members of an employee’s family from requesting or accepting anything that could be construed as an attempt to influence the performance of the employee’s duties or to favor one supplier or customer over another. The policy prohibits employees from accepting from current or prospective suppliers or customers any gift of cash, gift certificate, or travel or lodging without approval of the employee’s supervisor, or any other gift valued at more than $200 without approval from the employee’s company president. Employees may only accept such gifts of lesser value with his or her supervisor’s approval. No gifts of any value may ever be solicited for personal use.

Customer Privacy
MDU Resources understands the importance of protecting the privacy of all information provided by customers and has a Sensitive Information Policy. We collect information about customers in furnishing certain services, to prevent fraud, and to meet legal and regulatory requirements. Depending on the nature of the services being provided, collected information may include:
  • Applications and other forms, which include information such as name, address and Social Security number.
  • Business relationships and transactions with the company and others, including information such as energy service and usage, creditworthiness, account balance and payment history.
MDU Resources strictly restricts access to customer information to employees who need to know the information to support provision of services, and to address safety concerns and unsatisfactory conditions with a customers’ facility or equipment. The company maintains physical, electronic and procedural safeguards that comply with applicable industry standards and federal regulations, including the Fair and Accurate Credit Transactions Act, to protect nonpublic personal information from unauthorized disclosure.

The company may disclose information to select employees at other company divisions or subsidiaries, and a limited number of contract-bound third-party program contractors and evaluators who are required to protect the confidentiality of the information. This helps us provide customer service, maintain customer accounts, manage safety concerns, address unsatisfactory conditions with a customer’s account, facility or equipment, and offer services to customers.

The company only shares information outside the company under the following conditions:
  • When the customer has authorized us to do so in writing.
  • When we are responding to a subpoena or other legal process.
  • When we are reporting to a credit bureau for credit reporting purposes.
  • When there is an unsafe condition and we are communicating with a person who has a viable interest in the condition.
  • When shared with contract-bound third parties as previously described.