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

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, Stingray shall notify Shipper in writing of

the status of the complaint within thirty (30) Days of

its receipt.