MidContinent Express Pipeline LLC

Original Volume No. 1

 Contents / Previous / Next / Main Tariff Index

 

 

Effective Date: 04/10/2009, Docket: RP09-136-000, Status: Effective

Original Sheet No. 253 Original Sheet No. 253

 

GENERAL TERMS AND CONDITIONS

----------------------------

 

28. COMPLAINT PROCEDURE

 

28.1 COMPLAINT PROCEDURE

 

It is the goal of MEP, as a provider of transportation

services for others, that each of its existing and potential

Shippers receive service that is in accordance with MEP's Tariff and

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

that customer concerns and problems, communicated in any form to any

representative of MEP, 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

28.1(a) through 28.1(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, MEP'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, MEP 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.