Northern Border Pipeline Company

First Revised Volume No. 1

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Effective Date: 03/22/2010, Docket: RP10-385-000, Status: Effective

Fifth Revised Sheet No. 294 Fifth Revised Sheet No. 294

Superseding: Fourth Revised Sheet No. 294

 

GENERAL TERMS AND CONDITIONS

 

 

31. COMPLAINT PROCEDURE

 

Company is willing to render, on a nondiscriminatory basis, to

the extent presently available from existing capacity, interruptible

and firm transportation service to any Shipper or potential shipper

who requests and meets the requirements for such service in

accordance with Company's Tariff. Should a Shipper or potential

shipper believe that it has a complaint against the Company in

regard to transportation service, then such party may verbally

register and/or file a written complaint with the Company. Verbal

complaints should be communicated to the Company's Chief Compliance

Officer (CCO), (832) 320-5623. Company shall attempt to respond

timely to such verbal complaints on an informal, case specific

basis. Verbal complaints which, in Complainants' judgement, are not

satisfactorily resolved shall be submitted in writing and handled

pursuant to the written complaint procedures next described. The

procedures for filing and resolving written complaints will be in

accordance with the following:

 

(a) All complaints of Shippers or potential shippers should be

directed in writing to the Chief Compliance Officer, at

Northern Border Pipeline Company, 717 Texas Street,

Houston, TX 77002-2761. Such complaints should clearly

identify the specific activity or lack of activity that

Company has undertaken and should specify the manner in which

the complaining party alleges to have been aggrieved.

 

(b) Upon receipt by the CCO of the complaint, Company will

maintain a record of all complaints received.

 

(c) The CCO will be responsible for notifying the appropriate

departments within Company whose services will be utilized in

the review of the allegations contained in the complaint.

 

(d) Within 48 hours, and in writing within 30 days of receipt of

the complaint, Company will respond to such complaint.

However, Company's response to such complaint may indicate

additional information is needed from the complaining party

and/or additional time is needed to complete the review of the

allegations. In which case, such response will set forth what

information is needed and/or what additional time is required

in order to fully respond.