Creating an Effective Onboard Complaints Procedure

Crew members need an accessible and credible way to raise employment or welfare concerns. The process should explain reporting routes, confidentiality, escalation and protection from retaliation.

For owners, family offices, captains and management companies, the objective is practical control. The process should be understandable to the crew, visible to authorised shore based managers and supported by records that can be retrieved when a question, review or inspection arises.

What yacht managers should review

1. Provide an alternative when the normal manager is involved.

Any exception should have a reason, an approval and a date for review rather than remaining an informal arrangement.

2. Acknowledge concerns promptly.

Managers should test the process with a recent crew file to confirm that the written procedure is being followed in practice.

3. Separate fact finding from assumptions.

Where several parties are involved, one person should remain accountable for coordinating the answer and closing the action.

4. Record outcomes and agreed actions.

A material change in flag, employer, residence, role or operating pattern should trigger a fresh review instead of an automatic carry over.

A practical action plan

• Explain the procedure during onboarding.
• Display current contacts.
• Train managers to receive concerns.
• Review recurring themes.

Owners do not need every operational detail, but they should receive a concise view of overdue actions, exceptions and decisions required.

What good management looks like

A complaints procedure is effective when crew trust that it can be used. Clear communication and consistent follow up are as important as the written policy.

Chess & M supports internationally operating yachts with crew employment, payroll, HR administration, social security coordination and compliance follow up. To discuss a tailored solution for your vessel or fleet, contact the Chess & M team.

This article provides general information and does not constitute legal, tax, medical or flag State advice. Requirements should be confirmed for the relevant vessel, employer, seafarer and jurisdiction.

Reference: International Labour Organization, Maritime Labour Convention, 2006.