El Paso Natural Gas Company

Second Revised Volume No. 1A

 Contents / Previous / Next / Main Tariff Index

 

 

Effective Date: 04/01/2010, Docket: RP10-454-001, Status: Effective

Fourth Revised Sheet No. 337 Fourth Revised Sheet No. 337

Superseding: Third Revised Sheet No. 337

 

TRANSPORTATION GENERAL TERMS AND CONDITIONS

(Continued)

 

26. COMPLAINT PROCEDURES

 

26.1 The procedures used to address and resolve complaints by Shippers

and potential Shippers are as follows:

 

(a) Any Shipper or potential Shipper may register a telephone

complaint concerning requested and/or furnished

transportation service by calling Transporter's customer

assistance toll-free number 1-877-520-3797. Telephone

complaints should provide the same information as provided in

written complaints by a Shipper.

 

Written complaints by any Shipper or potential Shipper,

clearly stating the issue(s), facts relied on by Shipper, and

the Shipper's position, should be mailed by registered or

certified mail, or delivered by hand to:

 

El Paso Natural Gas Company

Post Office Box 1087

Colorado Springs, CO 80944

Attention: Director

Marketing Department

(Street Address: 2 North Nevada,

Colorado Springs, CO 80903)

 

Upon receipt by Transporter, a complaint will be date stamped

and recorded in the Transportation Service Complaint Log

maintained by Transporter's Marketing Department.

 

(b) Transporter will respond initially to all complaints by the

most appropriate communication means available within 48

hours and will respond to all complaints filed with

Transporter in writing within 30 days. Transporter's written

response will be mailed by registered or certified mail to

Complainant and filed in the Transportation Service Complaint

Log. The final resolution of the complaint will be dependent

upon the nature of the complaint and the time necessary to

investigate the complaint, verify the underlying cause(s) and

determine the relevant facts.