31On board complaints procedure

31 On board complaints procedure

(1) The owner of a vessel must ensure that the vessel has an on board procedure for a seafarer to make a complaint alleging a breach of this Order.

(2) The complaint procedure must:

(a) be fair, effective, well documented and expeditious; and

(b) seek initially to resolve complaints at the lowest possible level; and

(c) give the seafarer the right:

(i) to complain directly to the master; and

(ii) to get assistance from another person, including an official or delegate of a seafarers’ representative organisation; and

(iii) to be accompanied or represented throughout the complaint procedures; and

(d) have contact information for:

(i) AMSA; and

(ii) the maritime administration in the seafarers’ country of residence; and

(iii) the name of a person on board the vessel who can provide confidential and impartial advice to the seafarer on the complaint and assist the seafarer in following the complaint procedure; and

(e) ensure that the confidentiality of the seafarer’s complaint is maintained.