ANNEXURE B
COMPLAINTS PROCEDURE
1. A person who has a complaint to make should first approach the head of his department.
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(a) For leading Seaman, CP Ratings and Sailor PO(D) or Bosun (b) For ER Tradesmen the Second Engineer
(c) For Motormen and Greasers PO(E) or No. 1 Fireman
(a) For Catering Department - the Catering Officer or Chief Steward
2. The person should make his complaint verbally and in an orderly manner at a time when the complaint can be properly heard. Should this not be possible he should make his complaint in writing to his head of department, Officer-in-charge of the department or the Master.
3. The head of department concerned should, whenever possible, deal with the complaint himself. If this is not possible it should be referred to the Officer-in-charge of the department, i.e. Section 1(a) & (b) the Chief Officer, section 1(b) & (c) the Chief Engineer Officer.
4. The Officer-in-charge of the department should interview the person as soon as is conveniently possible after the complaint has been received.
5. If the person concerned is not satisfied with the way his complaint has been handled he may request an intervies with the Master. The Officer- in-charge of the department will arrange for the person to see the Master, who will then handle the case personally.
6. If no satisfactory result is achieved, the person concerned may write to the Management of the Company or to the Seamen's Recruiting Office, Merchantile Marine Office or Consular Officer, but such matters must be copied to and transmitted through the Master.
Any complaint which is received by the company and which has been properly presented through the laster, is to be immediately investigated and every endeavour made to bring it to a satisfactory conclusion. Complaints not properly channelled will be receive consideration.
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