APPENDIX 4B

FLOW-DIAGRAM OF THE ON-BOARD

COMPLAINT PROCEDURE

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Complaint addressed to head of

department or seafarers superior officer

Head of department or superior officer

attempts to resolve complaint must
resolve within 3 days
COMPLAINT
UNRESOLVED

Complaint referred to Master must

resolve within 3 days

COMPLAINT
RESOLVED

COMPLAINT
RESOLVED

Complaint is resolved and

decision recorded in
prescribed form.

Complaint is resolved and

decision recorded in
prescribed form.

COMPLAINT
UNRESOLVED

Complaint referred to Ship-owner or

Company DPA must resolve within 8
days or up to 20 days
COMPLAINT
UNRESOLVED

Complaint referred to Office of the

Maritime Administrator as mediator

COMPLAINT
RESOLVED

COMPLAINT
RESOLVED

Complaint is resolved and

decision recorded in
prescribed form.

Complaint is resolved and

decision recorded in
prescribed form.

COMPLAINT
UNRESOLVED

Complaint submit to independent

arbitrator for final determination in
accordance with the Arbitration Rules
and Proceedings provided in Maritime
Regulations

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, such as:
x
x
x
x
x

A Flag Administration Nautical Inspector;

A Flag Administration Recognized Organization Inspector;
A port State control official;
A local seafarer labor organization representative; or
Other seafarer welfare assistance service.

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FLOW-DIAGRAM OF THE ON-BOARD
COMPLAINT PROCEDURE

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1. Contact information for the Company Designated Person Ashore (DPA) or his/her designee:
Refer Exhibit No.: 120.
2. Contact information for the Office of the Maritime Administrator:
a) Singapore flag vessel:
Seafarers Management Department
Address: 460 Alexandra Road #21-00
PSA Building
Singapore 119963
Tel: 6 375 6224
E-mail: mmo_mpa@mpa.gov.sg
b) Panama flag vessel:
Point of Contact of the General Directorate of Merchant Marine:
International Technical Office of Segumar
Email: mlc@segumar.com; mlcsegumar@amp.gob.pa
Tel. (507) 501-4241
Point of Contact of the General Directorate of Seafarers:
Department of Maritime Labour Affairs
Email 1: afundora@amp.gob.pa
Email 2: labormar@amp.gob.pa
Tel. (507) 501-5059
c) Dominica flag vessel:
Dominica Maritime Administrator
Email: seafarercomplaints@dominica-registry.com
d) Malaysia flag vessel:
Principle Assistant Director
Seafarers Development Unit
Malaysia Marine Department
Email: mlc@marine.gov.my
Fax: (603) 3167-2882

APPENDIX 4B
FLOW-DIAGRAM OF THE ON-BOARD
COMPLAINT PROCEDURE

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3. Contact information for the Competent Authority of the seafarers country of residence:
INDONESIA
Solve and Solution of Complaint Board Dept. of Seafarer
Sub. Direktorat Kepelautan
Address: Gedung Karya Lantai 14 Direktorat Jenderal Perhubungan Laut Republik
Indonesia Jl. Medan Merdeka Barat no. 8 Jakarta 10110
Phone : 021-3811308
Fax : 021-3811786
Email : helpdesk@ditlala.org
PIC : Capt. Weku F Karuntu
SINGAPORE
Seafarers Management Department
Address: 460 Alexandra Road #21-00 PSA Building Singapore 119963
Tel: 6 375 6224
E-mail: mmo_mpa@mpa.gov.sg
MALAYSIA
Principal Assistant Director
Seafarers Development Unit
Malaysia Marine Department
Email : mlc@marine.gov.my
Fax: +603 3167 2882
PHILIPPINE
Philippine Overseas Employment Administration
POEA Information and Assistance Center
Email: info@poea.gov.ph
Tel: 722-1144, 722-1155
4. Contact information of person(s) on board who can provide impartial advice or assist on
complaint procedures:
Master of the vessel.