Kinder Morgan Illinois Pipeline LLC

Original Volume No. 1

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Effective Date: 05/19/2008, Docket: RP08-324-000, Status: Effective

First Revised Sheet No. 223 First Revised Sheet No. 223 : Pending

Superseding: Original Sheet No. 223

 

GENERAL TERMS AND CONDITIONS

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28. COMPLAINT PROCEDURE

 

It is the goal of KMIP, as a provider of transportation services

for others, that each of its existing and potential shippers receives

service that is in accordance with KMIP's Tariff and is fully

satisfactory to the customer. To that end, it is the policy of KMIP

that customer concerns and problems, communicated in any form to any

representative of KMIP, 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 28 (a) through 28

(e) should be followed.

 

(a) Formal complaints by Shippers and potential shippers shall

be addressed to the Vice President, Business Management, located in

Downers Grove, Illinois. 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, KMIP's resolution of the matter will be communicated

tentatively to the complainant at that time.

 

(c) The Vice President, or his designee, shall communicate, as

necessary, with others concerning the complaint and the formation of

an appropriate response to it.

 

(d) The timing and nature of subsequent communications with

the complainant, including final resolution of the matter, shall be at

the discretion of the Vice President. Every effort shall be made to

resolve finally each complaint in writing within thirty (30) days

after the complaint was originally received. At a minimum, KMIP shall

notify Shipper in writing of the status of the complaint within thirty

(30) days of its receipt.

 

(e) The foregoing recognizes that individual complaints may

vary greatly as to complexity and seriousness. For this reason, the

informed judgment of the Vice President shall be relied upon in each

instance for the necessary determinations concerning such things as:

(1) the exact steps to be taken in addressing the complaint; (2) the

need to involve more senior officers in the matter; and (3) the

appropriate final resolution of the complaint.