Kinder Morgan Louisiana Pipeline LLC

Original Volume No. 1

Effective Date: 03/01/2009, Docket: RP09-257-000, Status: Effective

Original Sheet No. 241 Original Sheet No. 241

GENERAL TERMS AND CONDITIONS

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28. COMPLAINT PROCEDURE

28.1 COMPLAINT PROCEDURE

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

services for others, that each of its existing and potential

Shippers receive service that is in accordance with KMLP's Tariff

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

KMLP that customer concerns and problems, communicated in any form

to any representative of KMLP, 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 Lombard, 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, KMLP's resolution of the matter will be

communicated tentatively to the complainant at that time.

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, KMLP 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.