Horizon Pipeline Company, L.L.C.

Original Volume No. 1

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Effective Date: 05/19/2008, Docket: RP08-323-000, Status: Effective

First Revised Sheet No. 221 First Revised Sheet No. 221 : Pending

Superseding: Original Sheet No. 221

GENERAL TERMS AND CONDITIONS

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30.3 COMPLAINT PROCEDURE

 

It is the goal of Horizon, as a provider of

transportation services for others, that each of its existing and

potential shippers receive service that is in accordance with

Horizon's Tariff and is fully satisfactory to the customer. To

that end, it is the policy of Horizon that customer concerns and

problems, communicated in any form to any representative of

Horizon, 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 30.3(a) through

30.3(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, Horizon'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, Horizon 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.