117-Crew Management / 748
Cre
w
Mana
g
e
m
ent
BOS-PRD-2603.900301
This procedure seeks to resolve complaints at the lowest level possible and to assist the Seafarer
understanding his/her rights and filing a complaint.
However, in all cases, Seafarers have the right to complain directly to the
Ma
s
ter
and, where they consider it
necessary, to appropriate external authorities.
In addition to the copy of the
Seafarers' Employment Agreement
, the
Ma
s
ter
shall
give access to this
procedure and to the Situation Report to all Seafarers.
Consequently, the
Ma
s
ter
shall
print-out and display in the vessel a copy of the
Onboard Complaint
Procedure
.
4
.
8
.1
S
u
bmissi
o
n an
d
H
i
erar
c
hy
The complainant Seafarer
should
submit his/her complaint in the
Crew complaint record book
available
onboard within seven (07) days of the occurrence, and according to the circumstances and inform his/her
Immediate
S
u
perv
is
o
r
.
The complainant Seafarer has the right to be accompanied or represented by another crew member of
his/her choice.
If no crew member accepts to represent him, the
Ma
s
ter
will designate the crew member or the
C
h
i
e
f
Mate
.
A solution to the complaint
shall
be given within seven (07) days. If the complaint cannot be resolved by the
Immediate
S
u
perv
is
o
r
to the satisfaction of the Seafarer, then the Seafarer may refer the matter to the
Ma
s
ter
within two (02) days. The
Ma
s
ter
has further seven (07) days to bring a solution to the complaint.
However, the Seafarer has the right to contact directly the
Ma
s
ter
, the
C
o
m
pan
y
DPA
, the
BO
S
Cre
wi
n
g
Mana
g
er
or the Flag state authorities and other appropriate external authorities, when considered
necessary.
If the complainant Seafarer refers the complaint to the
Ma
s
ter
, the
Ma
s
ter
shall
handle the complaint
personally and may seek the assistance of the
DPA
or of the
BO
S
Cre
wi
n
g
Mana
g
er
.
4
.
8
.
2
Pre
j
ud
ic
e an
d d
iss
at
isf
a
c
t
i
o
n
If the
Ma
s
ter
is unable to resolve the complaint or if no resolution of the complaint can be obtained on board,
the Seafarer has ten (10) days to bring it to BOS
DPA
or BOS
Cre
wi
n
g
Mana
g
er.
Or if the complaint may be to the prejudice of the
Ma
s
ter
, then the Seafarer has ten (10) days to bring it
directly to
DPA
, or BOS
Cre
wi
n
g
Mana
g
er
.
The
BO
S
Repre
s
entat
i
ve
and the Seafarer concerned
shall
have a period of twenty (20) days from the date
of complaint initiation to solve the matter.
If after the said period the complaint has not been solved, then either party
shall
have further twenty (20)
days to bring the matter to BOURBON Management or to the Flag State Authorities and other appropriate
external authorities.
All complaints and decisions on them
shall
be recorded in the
Crew complaint record book
and a copy
provided to the Complainant Seafarer.
4
.
8
.
3
C
o
m
pla
i
nt
m
od
el
The on board Complaint
shall
contain, at the minimum, the following information:
Name of ship
IMO number
Date / Location
Contact information (Contact information of the person or persons ashore designated by the
S
h
i
p Mana
g
er
for handling onboard complaints)
Name of complainant seafarer / Function on board
Name of Seafarer Representative / Function on board
Version CR(BOS-PRD-2603.900301). Original date: 31/12/2014. Version date:. Valid version only on QMS site. Uncontrolled document when printed.
Procedure prepared by: BOS Crewing and HR Manager . Approved by: BOS Crewing and HR Department. Validated by: BOS Quality Representative..
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