| CMM |
Crew Management Manual (CMM) Crew Complaints |
Doc No.: CMM-6.16
Revision: 01 Date: 15 Oct 2024 Issued by: DPA Approved by: MD |
1. APPLICATION
This document is applicable to all crew onboard.
2. PURPOSE
The purpose of this document is to provide an onboard complaint procedure for the fair, effective, and expeditious handling of seafarer’s complaints.
3. RESPONSIBILITIES
- Master, Chief Officer, Chief Engineer – Handle the complaint in the most effective manner
- Second Officer - Grievance officer onboard - to act as a councillor for the crew and keep the confidentiality of the crew.
- Head of Crewing Operations - Responsible to resolve the crew complaint received from the vessel.
- Maritime Labour Convention Officer /DPA - Responsible to resolve the crew complaint.
4. ONBOARD COMPLAINT
Crew have the right to raise complaints against:
- Fellow Seafarer/s, direct superior, Master or Chief Engineer;
- Department head or other department head;
Complaints may include:
- Violation of seafarer’s rights and the MLC requirement.
- The quality of foods, supply of provisions, or lack of it;
- Lack of rests and recreations;
- Unsafe practices on board that can endanger the crew and the vessel;
- Illegal activities by other crew;
- Abuse of authority by the Master, Chief Engineer, or Chief Officer;
- Alleged breaches of requirements of various rules, regulations, and standards;
- Harassment and Bullying (Refer APM 1.6 for details)
Additional complaint procedures:
- Crew shall submit the complaint to the Master if the complaint is against the head of the department.
- Crew has the right to complain directly to the following external parties; however, crew shall try to seek to resolve the complaints at the lowest level possible within the department, vessel, or company:
- any court,
- ITF or local union,
- flag state or any other external authorities
- Crew can approach the 2nd Officer onboard if the crew wants them to be accompanied or represented during the hearing.
- Crew have the right to be accompanied or represented during the complaint procedure.
- Master shall make an entry to ADM-22 "Onboard Complaint Log".
- Master of HOD should not try to find out the crew member's identity if he or she wants to remain anonymous.
- Master shall ensure that copies of the following are kept in all crew cabins:
- ADM-21 Onboard Complaint Form
Note:
- A seafarer’s right to legal remedies or alternative dispute resolution shall not be prejudice by on board complaint procedures.
Warning:
- Company, Master or HODs must not victimize the crew for raising any complaint
5. REFERENCED FORMS AND CHECKLISTS
- ADM22 - Onboard Complaint Log
- ADM21 - Onboard Complaint Form
6. APPENDICES
- APM 1.6 Harassment & Bullying