Stingray Pipeline Company

Third Revised Volume No. 1

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Effective Date: 08/01/2001, Docket: RP01-473-000, Status: Effective

First Revised Sheet No. 197 First Revised Sheet No. 197 : Effective

Superseding: Original 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.

 

(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.