船上投訴程序(中英文)船上投訴程序(中英文)船上投訴程序(中英文)資料僅供參考文件編號：2022年4月船上投訴程序(中英文)版本號：A修改號：1頁次：1.0審核：批準:發布日期：一、海員船上投訴Seafarers’on-boardComplaints1、海員可以對不符合《2006海事勞工公約》和其他相關國際公約、船旗國法規、適用的集體協議、《海員上船聘用協議》等規定的行為進行投訴。Seafarermaylodgecomplaintsrelatedtoanymatterthatisallegedtoconstituteabreachofrequirementsof<MaritimeLaborConvention,2006>，applicablecollectivebargainingagreement，Seafarers’employmentagreement,andotherrelativeinternationalconventionsandflagstatelawsorregulations.2、海員可以向本部門負責人（水手長、機工長）或其上級高級海員進行口頭投訴。部門長接到海員投訴應盡快給予答復，如海員對投訴的答復不滿意，該海員進而向船長投訴，船長應親自處理并在接到海員投訴24小時內給予答復。Theseafarershallfirstlyexplainhisgrievancetohighrankingofficers,suchasboatswain,chiefmotorman,ortotheheadofthedepartmentoftheseafarer.Theheadofdepartmentshouldthenattempttoresolvethematterassoonaspossible.Iftheseafarerisnotsatisfiedwiththewayhisgrievancehasbeenhandled,hemayreferittothemaster,whoshouldhandlethematterpersonallyandgivereplywithin24hoursafterreceivingcomplaint.3、如果投訴不能在船上得到協商解決，可以向公司船員部投訴，船員部應在三個工作日內給予書面答復，適宜時，與有關海員或可能被他們指定為代表的人協商。Ifacomplaintcan’tberesolvedonboard,themattershouldbereferredashoretoCrewManningDepartment.TheCrewManningDepartmentshouldgiveawrittenreplywithin3workdays,whereappropriate,inconsultationwiththeconcernedseafarersoranyrepresentativestheydesignated.4、投訴事項可能與船上接受投訴的人或甚至與船長具體相關。在任何情況下，海員均有權直接向船長或在其認為必要時向適當的外部當局投訴。這些當局可以是船東、船旗國、海員居住國或港口國的主管當局。Thecomplaintmayrelatespecificallytothoseindividualstowhomthecomplaintistobemadeoreventothemasteroftheship.Inallcasesseafarersshouldhavearighttocomplaindirectlytothemasterand,ifnecessary,tocompetentalienauthorities,understandingasthese,theshipowner,theflagstate,Seafarer’scountryofresidence,ortheportstatecontrolauthority.5、船員可以向經授權的認可組織登輪檢查員提出投訴，但投訴必須采取書面形式。Theseafarercancomplaintoon-boardsurveyorsoftheauthorizedorganization,butthecomplaintmustbeinwrittenform.6、海員有權選擇同船的另一名海員陪同或代表其投訴，該指定人員應能參與該投訴事項的任何會議或聽證。Seafarershavetherighttobeaccompaniedorrepresentedbyanotherseafareroftheirchoiceonboardtheshipconcernedforfilingcomplaints.Suchpersonsareabletoattendanymeetingsorhearingsintothematter.7、所有投訴和對于投訴所做的結論應予記錄，記錄的一份副本應提供給有關海員。Allcomplaintsandthedecisionsonthemshouldberecordedandacopyisprovidedtotheseafarerconcerned.8、公司將確保提出投訴海員不受迫害，并明示船長確保海員不會因投訴而受到迫害，同時不妨礙海員通過其認為適當的任何法律手段尋求糾正的權利。Thecompanyshallsafeguardagainstthevictimizationofseafarersforfilingcomplaints,andthecaptainshalldefinitelyensurethattheseafarerscouldnotbepersecutedforthecomplaints.Atthesametimenobodycouldpreventseafarersfromtherightofredressinganerrorthroughanylegalmeanstheyconsideredsuitable.9、指定船舶電機員為船上海員投訴顧問，在保密的基礎上向海員提供公正的建議并幫助他們遵循船上投訴程序。TheElectricianofficerisnominatedasthecomplaintadviseronboard.Heshouldsupplythefairadvicetotheseafarersandhelpthemtofollowthecomplaint-handlingprocedure,basedonkeepingitsecret.二、公司處理投訴程序SeafarerComplaint-handlingProceduresoftheCompany1、船員公司根據海員投訴的內容進行處理，必要時由相關部門的人員組成海員投訴調查組。TheCompany’sCrewDepartmentshallhandletheseafarers’complaint,andifnecessary，establishaninvestigationteamwhichismadeupofpersonsfromrelatedSections.2、與船方建立聯系，進一步收集海員投訴的具體證據，就海員的投訴向其提供公正的建議，并采取適當的措施為提出投訴的海員保密。TheCompany’sCrewDepartmentshallcontactwiththeshiptocollectthereliableevidence,andgivefairadvicesabouttheseafarers’complaints,takeappropriatestepstosafeguardtheconfidentialityofcomplaintsmadebyseafarers.3、如公司對投訴的處置結果無法達到投訴海員的滿意，雙方可向主管機關申請仲裁。Ifthecompanycannotresolvethecomplainttothesatisfactionoftheseafarer,bothsidesmayaskforarbitrationtothecompetentauthorities.4、如果收到主管當局的有關本公司海員投訴通知，公司應立即指派相關部門實施調查，與船方聯系收集證據，查明海員投訴的理由及原因，并與主管機關積極配合，依據國家和國際法規妥善解決海員投訴。Ifreceivedfromthecompetentauthoritiesanoticeabouttheseafarer’scomplaintofthecompany,thecompanyshouldimmediatelyinstructtherelativedepartmentstocontactwiththeship,todoinvestigation,collectevidenceandfindoutthereasonaboutthecomplaint.Alsothecompanyshouldwellco-operatewiththecompetentauthoritiestoresolveseafarers’complaintsinaccordancewiththenationalandinternationallawsandregulations.5、將所有解決投訴問題的證據予以保留，同時確保投訴海員和船方持有一份處置結果復印件。Thecompanywouldkeepalltheevidenceabouthandlingthecomplaint,atthesametime,ensurethatthecomplaintseafarerandtheshiprespectivelykeepacopyofresultofthecomplainthandling.6、投訴處理完畢后，船員公司應整理有關記錄存檔。公司承諾海員投訴將得到公平、有效和迅速處理。Afterhandlingthecomplaint,theCrewDepartmentshouldfiletherelativerecordsandkeepinthearchives.TheCompanypromisesthattheseafarers’complaintswouldbehandledfairly,effectivelyandrapidly.公司投訴電話TheInternalComplaintsTelephoneofshipowner:TEL：86-船員部TEL:86-CrewDepartment.E-mail外部投訴電話:TheExternalComplaintsTelephone:船員居住國主管當局：中國海事局船員管理處TheCompetentAuthoritiesofChina,asseafarer’scountryofresidence：TheCrewManagementDepartmentofMaritimeSafetyAdministrationOfThePeople’sRepublicOfChina地址：北京市建國門內大街11號Add:NO.11IndoorStreet,JianguoGate,BeiJingTEL:86－FAX:86--新加坡主管機關投訴處理部門的聯絡方式：Contactinformationofdepartmenthandlingseafarers’complaintsoftheMaritimeandPortAuthorityofSingapore:電話Tel:4通信地址：Postaddress:460AlexandraRoad#21-00PSAbuildingSingapore119963本投訴程序的一份副本應張貼在船舶餐廳或海員易到達的公共場所內。每個海員人手一份。Onecopyofthecomplaint-handlingproceduresshallbepastedinaneasilyaccessibleplaceorinthediningroom.Eachseafarershallbeprovidedwithacopy.Appendix:A:On-BoardComplaintFormB:Flow-diagramoftheOn-BoardComplaintProcedureOn-BoardComplaintFormThisformistobefilledbythecomplaintorcomplaint’srepresentative.Ifthecompliantinvolvesallegationagainstanyotherseafarer,whichmayberegardedaspersonal,privateorintimate,suchseafarermaynotbereferredtoinanidentifiablewayinwritingthisform.此表由投訴本人或其委托填寫,如果投訴涉及到對其他船員的指控,此指控被認為是個人的,私人的,此海員被認為不應填寫此表.Ship’sParticulars船舶Vessel船名Date:投訴時間Place投訴地點Complainant’sParticulars投訴人Designation職務NameandPassportNo.:投訴人和護照號DateofBirth出生日期Complainant’sRepresentative’sParticulars(ifany)投訴人代理人(如有)Designation職務NameandPassportNo.:代理人和護照號DateofBirth出生日期Declaration聲明:IconfirmthatIhaveagreedandacceptedtoaccompanyand/ortorepresentthecomplainant,andtoattendanymeetingsintothesubjectmatterofthecomplaint.我確認,我同意并接受陪同和/或代表投訴者本人,參加有關投訴事宜的任何會議Signature代理人簽名:________________________________________________________Brieflydescribethecomplaint(includingdate,timeandplaceofeventandpersonsinvolvedorwitnesses):投訴事宜簡述(包括日期,時間和事件的地點,參與者或目擊者)Declaration聲明:IconfirmthatIhavenotbeenpenalisedorvictimisedinanywayforfilingthiscomplaint,andthatIhavebeeninformedthatlodgingthiscomplaintiswithoutprejudicetomyrighttoseekredressthroughwhateverlegalmeansIconsiderappropriate.本人確認未受到任何形式的處罰或被害而提出投訴,我已被告知遞交投訴,通過我認為的適當的法律方式尋求糾正,不會損害我的權利.IdeclarethatalltheinformationsubmittedbymeinthisOn-BoardComplaintFormiscorrectanddoesnotcontainanyfalseinformation.IdeclarethatIhavenotomittedanyrelevantinformationandthatmycomplaintisnotunjustified.我聲明本船上投訴表中提交的所有信息都是正確的,不含有任何錯誤信息.我聲明沒有遺漏任何相關信息,我的投訴不是不合理的.IacceptthatthismattermaybereferredtotheMasterforresolutionandtheMasterwillinformmeoftheoutcome.我接受此事可能由船長處理,并且船長會通知我處理結果Signatureofthecomplainant投訴人簽字:________________________________________________________AcknowledgedbyHeadofDept,Seafarer’sSuperiorOfficerorShipmaster部門長,主管高級船員或船長回執Rank職務Name姓名DateofReceipt接收時間MeetingtoResolveComplaint解決投訴會議DateOfMeeting&AttendedBy會議時間和與會人：Brieflydescribetheresultofthemeeting會議結論簡述Thematterhasbeenresolved:Yes/No((IfNo,pleasestatereason)投訴事宜解決（是/否）(如否，闡述原因)IfNo–ThematterhasbeenreferredtotheCompanyforresolutionon(date/month/year).Ifother,pleasestateorganisation.如否，此投訴事宜報告公司或其他機構解決（日月年）AcknowledgedbyComplainant告知投訴者：NameandSignature投訴者簽字:Date日期:SignaturebyShipmaster船長簽字NameandSignature船長姓名:Date日期:AcknowledgedbyComplainant’sRepresentative(ifany)投訴者代理人（如有）NameandSignature姓名:Date日期:Flow-diagramoftheOn-BoardComplaintProcedures船上投訴程序流程圖ComplaintaddressedtoComplaintaddressedtoheadof