Kinder Morgan Illinois Pipeline LLC
Original Volume No. 1
Contents / Previous / Next / Main Tariff Index
Effective Date: 05/19/2008, Docket: RP08-324-000, Status: Effective
First Revised Sheet No. 223 First Revised Sheet No. 223 : Pending
Superseding: Original Sheet No. 223
GENERAL TERMS AND CONDITIONS
28. COMPLAINT PROCEDURE
It is the goal of KMIP, as a provider of transportation services
for others, that each of its existing and potential shippers receives
service that is in accordance with KMIP's Tariff and is fully
satisfactory to the customer. To that end, it is the policy of KMIP
that customer concerns and problems, communicated in any form to any
representative of KMIP, 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 (a) through 28
(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, KMIP'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, KMIP 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.