Stingray Pipeline Company, L. L. C.
Third Revised Volume No. 1
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Effective Date: 11/01/2008, Docket: RP08-436-000, Status: Effective
Second Revised Sheet No. 197 Second Revised Sheet No. 197
Superseding: First Revised Sheet No. 197
GENERAL TERMS AND CONDITIONS
31. COMPLAINT PROCEDURE
It is the goal of Stingray, as a provider of transportation
services for others, that each of its existing and potential
shippers receive service that is in accordance with
Stingray's Tariff and is fully satisfactory to the customer.
To that end, it is the policy of Stingray that customer
concerns and problems, communicated in any form to any
representative of Stingray, 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 31.3(a) through 31.3(e)
should be followed.
(a) Formal complaints by Shippers and potential shippers
shall be addressed to the Vice President,
Transportation Services, located in Houston, Texas. 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, Stingray'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
(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, Stingray shall notify Shipper in writing of
the status of the complaint within thirty (30) Days of