2024年3月17日发(作者：)

船 上 投 诉 程 序

On-Board Complaint Handling Procedures

生效日期:2013.05.28

一、海员船上投诉

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.

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On-Board Complaint Handling Procedures

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.

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