船上投诉程序

Seafarers’ on-board Complaints

1、海员可以对不符合《2006海事劳工公约》和其他相关国际公约、船旗国法规、 适用的集体协议、《海员上船聘用协议》等规定的行为进行投诉。

Seafarer may lodge complaints related to any matter that is alleged to constitute a breach of requirements of ，applicable collective bargaining agreement，Seafarers’ employment agreement, and other relative international conventions and flag state laws or regulations.

2、海员可以向本部门负责人（水手长、机工长）或其上级高级海员进行口头投诉。部门长接到海员投诉应尽快给予答复，如海员对投诉的答复不满意，该海员进而向船长投诉，船长应亲自处理并在接到海员投诉24小时内给予答复。

The seafarer shall firstly explain his grievance to high ranking officers, such as boatswain, chief motorman, or to the head of the department of the seafarer. The head of department should then attempt to resolve the matter as soon as possible. If the seafarer is not satisfied with the way his grievance has been handled, he may refer it to the master, who should handle the matter personally and give reply within 24 hours after receiving complaint.

3、如果投诉不能在船上得到协商解决，可以向公司船员部投诉，船员部应在三个工作日内给予书面答复，适宜时，与有关海员或可能被他们指定为代表的人协商。

If a complaint can’t be resolved on board, the matter should be referred ashore to Crew Manning Department. The Crew Manning Department should give a written reply within 3 work days, where appropriate, in consultation with the concerned seafarers or any representatives they designated.

4、投诉事项可能与船上接受投诉的人或甚至与船长具体相关。在任何情况下，海员均有权直接向船长或在其认为必要时向适当的外部当局投诉。这些当局可以是船东、船旗国、海员居住国或港口国的主管当局。

The complaint may relate specifically to those individuals to whom the complaint is to be made or even to the master of the ship. In all cases seafarers should have a right to complain directly to the master and, if necessary, to competent alien authorities, understanding as these, the ship owner, the flag state, Seafarer’s country of residence, or the port state control authority.

5、船员可以向经授权的认可组织登轮检查员提出投诉，但投诉必须采取书面形式。

The seafarer can complain to on-board surveyors of the authorized organization, but the complaint must be in written form.

6、海员有权选择同船的另一名海员陪同或代表其投诉，该指定人员应能参与该投诉事项的任何会议或听证。 Seafarers have the right to be accompanied or represented by another seafarer of their choice on board the ship concerned for filing complaints. Such persons are able to attend any meetings or hearings into the matter.

7、所有投诉和对于投诉所做的结论应予记录，记录的一份副本应提供给有关海员。

All complaints and the decisions on them should be recorded and a copy is provided

to the seafarer concerned.

8、公司将确保提出投诉海员不受迫害，并明示船长确保海员不会因投诉而受到迫害，同时不妨碍海员通过其认为适当的任何法律手段寻求纠正的权利。

The company shall safeguard against the victimization of seafarers for filing complaints, and the captain shall definitely ensure that the seafarers could not be persecuted for the complaints. At the same time nobody could prevent seafarers from the right of redressing an error through any legal means they considered suitable.

9、指定船舶电机员为船上海员投诉顾问，在保密的基础上向海员提供公正的建议并帮助他们遵循船上投诉程序。

The Electrician officer is nominated as the complaint adviser on board. He should supply the fair advice to the seafarers and help them to follow the complaint-handling procedure, based on keeping it secret. 二、公司处理投诉程序

Seafarer Complaint-handling Procedures of the Company

1、船员公司根据海员投诉的内容进行处理，必要时由相关部门的人员组成海员投诉调查组。 The Company’s Crew Department shall handle the seafarers’complaint, and if necessary，establish an investigation team which is made up of persons from related Sections.

2、与船方建立联系，进一步收集海员投诉的具体证据，就海员的投诉向其提供公正的建议，并采取适当的措施为提出投诉的海员保密。

The Company’s Crew Department shall contact with the ship to collect the reliable evidence, and give fair advices about the seafarers’ complaints, take appropriate steps to safeguard the confidentiality of complaints made by seafarers.

3、如公司对投诉的处置结果无法达到投诉海员的满意，双方可向主管机关申请仲裁。

If the company cannot resolve the complaint to the satisfaction of the seafarer, both sides may ask for arbitration to the competent authorities.

4、如果收到主管当局的有关本公司海员投诉通知，公司应立即指派相关部门实施调查，与船方联系收集证据，查明海员投诉的理由及原因，并与主管机关积极配合，依据国家和国际法规妥善解决海员投诉。

If received from the competent authorities a notice about the seafarer’s complaint of the company, the company should immediately instruct the relative departments to contact with the ship, to do investigation, collect evidence and find out the reason about the complaint. Also the company should well co-operate with the competent authorities to resolve seafarers’ complaints in accordance with the national and international laws and regulations. 5、将所有解决投诉问题的证据予以保留，同时确保投诉海员和船方持有一份处置结果复印件。 The company would keep all the evidence about handling the complaint, at the same time, ensure that the complaint seafarer and the ship respectively keep a copy of result of the complaint handling.

6、投诉处理完毕后，船员公司应整理有关记录存档。公司承诺海员投诉将得到公平、有效和

迅速处理。

After handling the complaint, the Crew Department should file the relative records and keep in the archives. The Company promises that the seafarers’ complaints would be handled fairly, effectively and rapidly. 公司投诉电话

The Internal Complaints Telephone of ship owner: TEL：86-船员部

TEL : 86- Crew Department. E-mail

外部投诉电话:The External Complaints Telephone: 船员居住国主管当局：中国海事局船员管理处

The Competent Authorities of China, as seafarer’s country of residence：

The Crew Management Department of Maritime Safety Administration Of The People’s Republic Of China

地址：北京市建国门内大街11号

Add: NO. 11 Indoor Street, Jianguo Gate, BeiJing City TEL: 86－ FAX: 86--

新加坡主管机关投诉处理部门的联络方式：

Contact information of department handling seafarers’ complaints of the Maritime and Port Authority of Singapore:

电话Tel: 4

通信地址：Post address: 460 Alexandra Road #21-00 PSA building Singapore 119963

本投诉程序的一份副本应张贴在船舶餐厅或海员易到达的公共场所内。每个海员人手一份。 One copy of the complaint- handling procedures shall be pasted in an easily accessible place or in the dining room. Each seafarer shall be provided with a copy.

Appendix:

A: On-Board Complaint Form

B:Flow-diagram of the On-Board Complaint Procedure

A. On-Board Complaint Form

This form is to be filled by the complaint or complaint’s representative. If the

compliant involves allegation against any other seafarer, which may be regarded as personal, private or intimate, such seafarer may not be referred to in an identifiable way in writing this form.

此表由投诉本人或其委托填写,如果投诉涉及到对其他船员的指控,此指控被认为是个人的,私人的,此海员被认为不应填写此表.

Ship’s Particulars 船舶 Vessel Date: Place 船名 投诉时间 投诉地点 Complainant’s Particulars 投诉人 Designation Name and Passport No.: Date of Birth 职务 投诉人和护照号 出生日期 Complainant’s Representative’s Particulars (if any)投诉人代理人(如有) Designation Name and Passport No.: Date of Birth 职务 代理人和护照号 出生日期 Declaration声明: I confirm that I have agreed and accepted to accompany and/or to represent the complainant, and to attend any meetings into the subject matter of the complaint. 我确认,我同意并接受陪同和/或代表投诉者本人,参加有关投诉事宜的任何会议 Signature代理人签名 : ________________________________________________________ Briefly describe the complaint (including date, time and place of event and persons involved or witnesses):投诉事宜简述(包括日期,时间和事件的地点,参与者或目击者) Declaration声明: I confirm that I have not been penalised or victimised in any way for filing this complaint, and that I have been informed that lodging this complaint is without prejudice to my right to seek redress through whatever legal means I consider appropriate. 本人确认未受到任何形式的处罚或被害而提出投诉,我已被告知递交投诉,通过我认为的适当的法律方式寻求纠正,不会损害我的权利. I declare that all the information submitted by me in this On-Board Complaint Form is correct and does not contain any false information. I declare that I have not omitted any relevant information and that my complaint is not unjustified.我声明本船上投诉表中提交的所有信息都是正确的,不含有任何错误信息. 我声明没有遗漏任何相关信息,我的投诉不是不合理的. I accept that this matter may be referred to the Master for resolution and the Master will inform me of the outcome.我接受此事可能由船长处理,并且船长会通知我处理结果 Signature of the complainant投诉人签字: ________________________________________________________

Acknowledged by Head of Dept, Seafarer’s Superior Officer or Shipmaster

部门长, 主管高级船员或船长回执 Rank Name Date of Receipt 职务 姓名 接收时间 Meeting to Resolve Complaint

解决投诉会议 Date Of Meeting & Attended By 会议时间和与会人： Briefly describe the result of the meeting 会议结论简述 The matter has been resolved: Yes / No ((If No, please state reason) 投诉事宜解决（是/否）(如否，阐述原因) If No – The matter has been referred to the Company for resolution on (date/month/year). If other, please state organisation. 如否，此投诉事宜报告公司或其他机构解决（ 日 月 年） Acknowledged by Complainant 告知投诉者： Signature by Shipmaster船长签字 Name and Signature投诉者签字: Name and Signature船长姓名: Date日期: Date日期: Acknowledged by Complainant’s Representative (if any) 投诉者代理人（如有） Name and Signature姓名: Date日期:

B. Flow-diagram of the On-Board Complaint Procedures

船上投诉程序流程图 Complaint addressed to head of department or seafarer’s superior officer 投诉告知部 门长或主管高级船员 Head of department or Complaint 投诉 superior officer Resolved 被解决 attempts to resolve complaint 部门长或主管高 COMPLAINT UNRESOLVED Complaint is resolved and decision recorded in prescribed form.投诉解决完，表格中描述处理结论 未能解决 Complaint referred to Master 报告船长 Complaint 投诉 Resolved 被解决 COMPLAINT UNRESOLVED Complaint is resolved and decision recorded in prescribed form 投诉解决，表格中描述处理结论 未能解决 Complaint referred to ship-owner 报告船东 Complaint 投诉 Resolved 被解决 Complaint is resolved and decision recorded in prescribed form. 投诉解决，表格中描述处理结论 Note: In all cases, seafarers have a right to file their complaints directly with the master, the shipowner and where necessary, to any appropriate competent external authority 备注：所有情况下，船员有权直接向船长，船东提出投诉，必要时，向合适的外部主管机关。