Rockies Express Pipeline LLC (Entrega)

Second Revised Volume No. 1

Effective Date: 02/26/2009, Docket: RP09-266-000, Status: Effective

First Revised Sheet No. 248 First Revised Sheet No. 248

Superseding: Original Sheet No. 248

GENERAL TERMS AND CONDITIONS

29. OPERATING CONDITIONS (Contd.)

29.3 COMPLAINT PROCEDURE

It is the goal of Transporter, as a provider of transportation

services for others, that each of its Existing and potential

Shippers receive service that is in accordance with Transporter's

Tariff and is satisfactory to the customer. To that end, it is

the policy of Transporter that customer concerns and problems,

communicated in any form to any representative of Transporter, be

satisfactorily resolved as informally, as rapidly and at as low a

level as is possible. If attempts to resolve problems and

concerns through such normal communication channels are

unsuccessful, the procedures set forth in Sections 29.3A through

29.3E should be followed.

A. Formal complaints by Shippers and potential Shippers shall

be addressed to the Vice President, Commercial Operations.

A complaint should contain as much specific information as

is possible in order to facilitate the appropriate

resolution of the matter. Anyone making a verbal complaint

should specifically identify the communication as a

complaint.

B. The Vice President, or his designee, shall acknowledge the

receipt of the complaint within forty-eight (48) hours of

receipt. If appropriate, Transporter's resolution of the

matter will be communicated tentatively to the complainant

at that time.