Natural Gas Pipeline Company Of America

Seventh Revised Volume No. 1

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Effective Date: 05/23/2008, Docket: RP08-385-000, Status: Effective

First Revised Sheet No. 491 First Revised Sheet No. 491

Superseding: Original Sheet No. 491

 

FERC GAS TARIFF

 

SEVENTH REVISED VOLUME NO. 1

 

 

(Supersedes Sixth Revised Volume No. 1)

 

 

of

 

 

NATURAL GAS PIPELINE COMPANY OF AMERICA LLC

 

 

 

 

 

Filed with the

 

FEDERAL ENERGY REGULATORY COMMISSION

 

 

 

 

 

Communications Concerning this Tariff

Should be Addressed to:

 

 

Bruce H. Newsome, Vice President

Natural Gas Pipeline Company of America LLC

3250 Lacey Road, 7th Floor

Downers Grove, Illinois 60515-7918

Telephone: (630) 725-3070

Facsimile: (630) 725-3108

GENERAL TERMS AND CONDITIONS

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35. SHIPPER COMPLAINT PROCEDURE

 

35.1 COMPLAINT PROCEDURE

 

It is the goal of Natural, as a provider of transportation and

storage services for others, that each of its existing and potential

Shippers receive service that is in accordance with this Tariff and is

fully satisfactory to the customer. To that end, it is the policy of

Natural that customer concerns and problems, communicated in any form

to any representative of Natural, 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

subsections (a) through (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, Natural'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, Natural 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.