Eastern Shore Natural Gas Company

Second Revised Volume No. 1

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Effective Date: 11/01/1997, Docket: CP96-128-004, Status: Effective

Original Sheet No. 107 Original Sheet No. 107 : Effective

EASTERN SHORE NATURAL GAS COMPANY

GENERAL TERMS AND CONDITIONS

(Continued)

9. Complaint Procedures

Any Buyer or potential Buyer that has requested transportation

service pursuant to Section 11 of these General Terms and

Conditions and has not been granted such service or is

otherwise unsatisfied with Seller's provision of service shall

notify Seller's Customer Services department, either orally or

in writing, of any complaint it has concerning the denial of

or provision of such service. For purposes of Section 9 of

these General Terms and Conditions, all oral and written

complaints should be directed to:

Eastern Shore Natural Gas Company

P.O. Box 1769

Dover, Delaware 19903-1769

Attn: Director of Customer Services

Telephone: (302) 734-6710

Fax: (302) 734-6745

Seller shall respond initially within forty-eight (48) hours

by telephone and in writing within thirty (30) Business Days.

Seller's response shall explain the basis for action

complained of and explain what additional action, if any, will

be taken by Seller concerning the complaint.