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
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
(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.