Trailblazer Pipeline Company

Fourth Revised Volume No. 1

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Effective Date: 05/19/2008, Docket: RP08-325-000, Status: Effective

First Revised Sheet No. 241 First Revised Sheet No. 241 : Pending

Superseding: Original Sheet No. 241

GENERAL TERMS AND CONDITIONS

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34.3 COMPLAINT PROCEDURE

 

It is the goal of Trailblazer, as a provider of

transportation services for others, that each of its existing and

potential shippers receive service that is in accordance with

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

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

problems, communicated in any form to any representative of

Trailblazer, 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 34.3(a) through

34.3(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, Trailblazer'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, Trailblazer 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.