QHSE Manual Section-3 Recruitment & Management of Shipboard Personnel - Annex 1

ANNEX 3.1 A - ON BOARD COMPLAINT PROCEDURE

General

1. Any seafarer shall have the right to lodge a complaint (i.e., a labour grievance, harassment
and bullying) and to have that complaint investigated, provided it is specific in nature and

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is alleged to constitute a breach of seafarers’ rights under the Maritime Labour

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Convention, 2006 (MLC, 2006), or the Flag State.

2. Any victimization of a seafarer for filing a complaint is strictly prohibited. Victimization is

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understood to mean any adverse action taken or threatened by any person with respect
to a seafarer for lodging a complaint which is not manifestly vexatious or maliciously made.

3. Seafarers shall have the right to be accompanied or represented during the complaints

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procedure.

4. Officers and/or crew members may be represented in labour grievance by a labour

organization which is party to a labour contract entered into pursuant to the laws of the
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Flag State and which covers the officers and/or crew members.

5. The Master on board ship can, on a confidential basis, provide seafarers with impartial
advice on their complaint and assist them in following the complaint procedures. Such
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assistance rendered by the Master may include attending meetings or hearings, if

requested by the complainant seafarer.
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On Board Complaint Procedure

Notwithstanding procedures laid down in an individual seafarer’s contract of employment, the

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following procedures shall be observed when a seafarer wishes to express a grievance:

1. The seafarer should first approach the Immediate Supervisor and explain his grievance.
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2. The seafarer should make his complaint verbally and in an orderly manner and at a time
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when the complaint or grievance can be heard properly.

3. The Immediate Supervisor should resolve the complaint or grievance if that is possible, or
refer the complaint or grievance to the Head of Department.

4. The Head of Department should interview the complainant as soon as convenient, after
each complaint or grievance has been referred to him.

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 QHSE Manual Section-3 Recruitment & Management of Shipboard Personnel - Annex 1

5. If the seafarer concerned is not satisfied with the way his grievance has been handled, he
may request an interview with the Master. The Head of Department should arrange for
the seafarer to see the Master, who should then handle the case personally.

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6. Officers and/or crew members shall, within five (5) days from the date of the alleged
occurrence of the labour grievance, bring the matter to their Immediate Supervisor,

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Department Head, the Master or his or her appointee, who in the chain of command
dealing with the grievance shall have a further five (5) days each to bring about a solution
to the matter, provided that this time limit is appropriate to the seriousness of the matter.

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7. Subject to sub-paragraph 10 below, any correspondence from the seafarer to the DPA or
his/her designee should be signed by the Master where seen. All complaints and the

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decisions on them should be recorded and a copy provided to the seafarer concerned.

8. Should a complaint reach the level of the Master, the Master shall:
• Conduct an investigation or inquiry, as appropriate, in reference to the Service Terms
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and Conditions of employment;
• Seek the advice of the DPA or his/her designee where necessary

9. If the Master cannot reconcile the complaint, the matter should be formally referred
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within 10 days to the DPA or his/her designee who must conciliate the matter in
accordance with the terms and conditions of employment.
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10. If a matter is to the prejudice of the Master, then a seafarer should present his/her case
directly to the DPA or his/her designee.

11. Until such time as the DPA’s decision is received, the Master’s decision shall be binding on
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all parties.

12. If after 20 days, conciliation acceptable to both parties cannot be reached; either party
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shall have a further 20 days to call upon the Office of the Maritime Administrator, or an
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agent appointed by the Office of the Maritime Administrator, to act as mediator to

endeavour to find a solution to the matter satisfactory to the parties.

13. If a dispute cannot be resolved by conciliation or mediation, either party may submit the
matter to an independent arbitrator or arbitrators for a final determination in accordance
with the Arbitration Rules and Proceedings provided in relevant Maritime Regulations.

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 QHSE Manual Section-3 Recruitment & Management of Shipboard Personnel - Annex 1

14. In all cases seafarers have a right to file their complaints directly with the Master, DPA and
competent authorities, including the Flag Administration and local Seafarer Labour
Organization.

CONTACT INFORMATION OF COMPANY REPRESENTATIVE

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Fleet Care / Capt. Randhir Mahadik

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Elegant Marine Services Pvt. Ltd (As agents for Fleet Management Limited, Hong Kong) Elegant
Business Park, Off Andheri - Kurla Road, 601/A, 6th Floor, Near Kohinoor Continental Hotel,
Andheri (East), Mumbai - 400 059

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India Office: +91 - 22 - 30906222, Mobile: 9833296445, Email: randhirmahadik@fleetship.com

Non-Tanker Vessel’s DPA – Capt. M. Sathya

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Office: +852 2298 8481, Mob: +852 9371 3909, Email: msathya@fleetship.com

Alternate DPA – Capt. Ranvir Jatar

Office: +852 2298 8495, Mob: +852 9833 5194, Email: ranvirjatar@fleetship.com
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Tanker Vessel’s DPA – Capt. Ranvir Jatar

Office: +852 2298 8495, Mob: +852 9833 5194, Email: ranvirjatar@fleetship.com
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Alternate DPA – Capt. M. Sathya

Office: +852 2298 8481, Mob: +852 9371 3909, Email: msathya@fleetship.com
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 QHSE Manual Section-3 Recruitment & Management of Shipboard Personnel - Annex 1

CONTACT INFORMATION OF THE COMPETENT AUTHORITY IN THE SEAFARERS’ COUNTRY OF

RESIDENCE

Maritime Union of India (For Officers)

Mumbai (Registered Office), Udyog Bhavan, 4th floor, 29, Walchand Hirachand Marg. Opp. Grey

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Gate Ballard Estate, Mumbai - 400 001

Tel: +91 - 22 – 22613052, (91-22) 22615507 Fax: (91-22) 22620606

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Email: mail@maritimeunionofindia.com Web: www.maritimeunionofindia.com

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National Union of Seafarers of India (For Crew)

National Union of Seafarers of India NUSI Bhavan, 4, GOA Street, Ballard Estate, Mumbai 400 001.
INDIA

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Tel No.: 2261 8368 / 2261 8369, Fax: (022) 2261 5929

Email: nusi@nusi.org.in

Indian seafarers for their inquiries / grievances related to Shipping Master Office, Mumbai and
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Director, Seamen’s Employment Office, Mumbai contact by e-mail to the following mentioned
e-mail ID:

1. Shipping Master, Mumbai for related issues & Grievances: sm-mum-ship@gov.in

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Tel: +91 (22) 2269 7971/72

Fax: +91 (22) 2269 3053

2. Director, Seamen’s Employment Office, Mumbai for queries & Grievances related to RPS:
dirseo-dgs@gov.in
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Philippines
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The POEA Administrator

Blas F. Ople Building, Corner EDSA and Ortigas Avenue, Mandaluyong City, Philippines 1501

Phone: +6328336992, +6325516641, +6325511560 / +639178986992

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Email: onboardconci@poea.gov.ph

China

China Maritime Safety Administration of the People’s Republic of China

11#, Jianguomennei Avenue, Beijing,China 100736

Tel: +86 10 65292872, Fax: +86 10 65292875

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 QHSE Manual Section-3 Recruitment & Management of Shipboard Personnel - Annex 1

Email: china_psc@msa.gov.cn

South Korea

South Korea Inspector for Crew Labour Seafarers and Maritime Safety Division Busan Regional
Maritime Affairs and Port Adminstration

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Chungjang-daero Road 351 (Jwacheon-dong) Dong-gu, Busan, Korea

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Tel: (82) 51 609 6353, Fax: (82) 51 609 6359

Russia

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Ministry of Transport of the Russian Federation

ul.Rozhdestvenka, 1, p.1, Moscow 109012

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Tel: +7 495 626 1038

Email: info@mintrans.ru

Ukrainian
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Ministry of Infrastructure of Ukraine

14, Peremohy Ave., Kyiv, 01135

Ukraine Phone: + 38 044 226 2204, Fax: + 38 044 226 2204

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E-mail: portal@mtu.gov.ua

Georgia
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Maritime Transport Agency of Georgia

23, Ninoshvili Street, Batumi 6017, Georgia

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Tel: +995 422 274925, Fax: +995 422 273929

Email: Info@mta.gov.ge
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Estonia
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Estonia Maritime Administration

Maritime Safety Division: Lume 9, 10416

Tallinn Phone: +372 620 5700, Fax: +372 620 5706

E-mail: mot@vta.ee

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Bulgaria

Bulgarian Maritime Administration

Diakon Ignatii Str., 9. – 1000, Sofia

Tel: (+359 2) 930 09 10

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Email: bma@marad.bg

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Romania

Romanian Naval Authority

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RNA Building, Gate No.1 Constanta Port, 900900 Constanta, Romania

Tel: +40 241 61 6124 Fax: +40 341 73 0352

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Email: rna@rna.ro

Sri Lanka
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Merchant Shipping Secretariat
Ministry of Ports and Shipping, 1st Floor,Bristol Building, 43-89, York Street,Colombo 01, Sri
Lanka.
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Phone: +94 11 2435127 Fax: 94 11 2435160 Email: dgms@sltnet.lk

Bangladesh
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Department of Shipping BIWTA Bhaban (8th Floor), 141-143 Motijheel C/A Dhaka 1000,
Bangladesh

Phone: +880 2 9513305, Fax: +880 2 9587301

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Email: info@dos.gov.bd

Lithuania
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Lithuanian Maritime Safety Administration

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J. Janonio str. 24, 92251, Klaipėda, Lithuania

Tel/ Fax: +37046469600

E-mail: msa@msa.lt

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 QHSE Manual Section-3 Recruitment & Management of Shipboard Personnel - Annex 1

Latvia

Maritime Administration of Latvia

5 Trijadibas Str. Riga, LV-1048, Latvia

Phone: 371 67062101, Fax: 371 67860082

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Email: arturs.oss@lja.lv

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Myanmar

Department of Marine Administration

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No. 363/421, Corner of Merchant & TheinByu Road, Botataung Township, Yangon, Myanmar

Phone: +95-01-9010040, Fax: +95-01-397641

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E-mail: dma.myan@gmail.com

United Kingdom
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Maritime and Coastguard Agency (MCA)

Spring Place, 105 Commercial Road, Southampton, United Kingdom

Tel: 44 (0) 7810528504

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Email: infoline@mcga.gov.uk

Website: www.gov.uk/mca
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Portugal

European Maritime Safety Agency

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Avenida Dom João II ,Lote 1.06.2.5, P-1998-001 Lisbon, Portugal

Tel: + 351 21 1209 200, Fax: + 351 21 1209 210

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E-mail: tren-emsa-info@emsa.europe.eu
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Ethiopian

Ethiopian Maritime Affairs authority

Mexico, infront of Hotel D’Afrique, Tadesse Tefera Building 5th Floor

Tel: +251 115503638 / +251 115503828, Fax: +251 115503960

E-mail: maritime@ethionet.et; Info@maritimeaff.gov.et

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Turkey

Ministry of Transport, Maritime Affairs and Communications

GMK Bulvari 128/A, Maltepe 06570, Ankara, Turkey

Tel: +90 312 331 1207, Fax: +90 312 231 3306

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Email: psc@denizcilik.gov.tr

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Moldova

Harbour Master Giurgiulesti

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Bd. Ştefan cel Mare şi Sfînt, 134, MD-2012 Chişinău

Tel / Fax: 735345

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E-mail: info@maradmoldova.md

Pakistan

Mercantile Marine Department, Ministry of Ports & Shipping

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70/4, Timber Hard, N.M. Reclamation, Keamari, KARACHI PAKISTAN

Tel: (92) +021-99263014 to 99263017, Fax: (92) +021-99263018

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Email: info@mercantilemarine.gov.pk

Israel
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Administration of Shipping and ports

Haifa District Government Center, B. 15A Pal-Yam St. B.O.X 806, Haifa 31999
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Phone: +972-4-8632100, Fax: +972-4-8632111

E-mail: psc@mot.gov.il
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Egypt
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Egyptian Authority for Maritime Safety

1, Bab Gomrok, Alexandria ,Box No., 21513, Egypt

Tel: +2 (03)483 3689, Fax: +2 (03)4875633

Email: eams@eams.gov.eg

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Indonesia

Direktorat Jenderal Perhubungan Laut Jl. Merdeka Barat No. 8 Jakarrta 10110 Indonesia

Tel: 62-21-3506530, Fax: 62-21-3507574

Email: prihartanta_eka@dephub.go.id; psc_indonesia@yahoo.com

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Vietnam

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Vietnam Maritime Administration

No 8 Pham Hung St, Cau Giay District, Hanoi City

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Tel: +84 24 37683065, Fax: +84 24 37683058

Email: cuchhvn@vinamarine.gov.vn

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Italy

Position: Chief, Veneto Regional Coast Guard Office

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Address Dorsoduro, 1408, Venice, I-30123

Telephone +393204365527

Email: piero.pellizzari@mit.gov.it
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Website www.guardiacostiera.gov.it
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CONTACT INFORMATION FOR THE COMPETENT AUTHORITY IN THE FLAG STATE

Cayman Islands
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2nd Floor, Strathvale House, 90 North Church Street, P. O. Box 2256, Grand Cayman KY1 – 1107

CAYMAN ISLANDS

Tel: +1 345-949-8831, Fax: +1 345-949-8849

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Email: cisrky@cishipping.com; peter.southgate@cishipping.com

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Commonwealth of the Bahamas

The Director of Labour, c/o The Bahamas Maritime Authority

Shirlaw Street, PO Box N-4679, Nassau, Bahamas

Tel: +44 20 7562 1300

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Email: stcw@bahamasmaritime.com

Gibraltar Maritime Authority

Senior Surveyor

Gibraltar Maritime Administration Watergate House, 2/8 Casemates Square, Gibraltar

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Tel: +350 200 79728, Fax: +350 200 47770

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Email: maritime.feedback@gibraltar.gov.gi

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Hong Kong Flag

Mercantile Marine Office, Hong Kong Marine Department

3/F, Harbour Building, 38 Pier Road, Central, Hong Kong

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Tel: (852) 2852 3075, Fax: (852) 2545 4669

E-mail: mmo_mdd@mardep.gov.hk
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India

Directorate General of Shipping, India

9th Floor, Beta Building, i-Think Techno Campus,Kanjurmarg (East) Mumbai – 400 042
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Tel: +91(22)2575 2040 / 41 / 42 / 43 / 45, Fax: +91(22) 2575 2029 / 35

Email: dgship-dgs@nic.in
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Isle of Man

Principal Surveyor, Department of Economic Development

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Isle of Man Ship Registry, St Georges Court, Upper Church Street, Douglas, Isle of Man, British
Isles, IM1 1EX

Tel: +44 (0)1624 688513, Fax: +44 (0)1624 688501

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Email: marine.mlc@gov.im
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Liberia

Deputy Commissioner of Maritime Affairs, Republic of Liberia: Liberian International Ship and
Corporate Registry

8619 Westwood Center Drive Vienna, VA 22182

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Tel (Office hours): +1 703 790 3434, Tel (After-office hours): +1 703 963 6216

Email: MLComplaints@liscr.com

Malta

Merchant Shipping Directorate, Malta Maritime Authority

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Maritime Trade Centre, Marsa MRS 1917, Malta

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Tel: +356 21250360, 99494317, Fax: +356 21241460

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Marshall Islands

International Registries, Inc. 11495 Commerce Park Drive Reston, Virginia 20191-1506, United
States of America

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Tel: +1 703 620 4880, Fax: +1 703 476 8522

Email: seafarers@register-iri.com

Norwegian Maritime Directorate

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The Norwegian Maritime Authority

P.O. Box 2222, 5509 Haugesund, Norway

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Tel: +47 52 74 50 00

Email: post@sjofartsdir.no
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Panama Maritime Authority

Department of Maritime Labour Affairs

Phone: (507) 501-5059

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Email: labormar@amp.gob.pa

Maritime and Port Authority of Singapore

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Seafarers Management Department

460 Alexandra Road #21-00, PSA Building, Singapore 119963

Tel: +65 6375 6224, Fax: +63 6375 6231

Email: MMO_MPA@mpa.gov.sg

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Vanuatu

Vanuatu Maritime Services Ltd.

39 Broadway, Suite 2020 New York, New York 10006

Tel: 212 425 9600, Fax: 212 425 9652

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E-mail: email@vanuatuships.com

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Bermuda Flag

Department of Maritime Administration

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3/F Global House, 43 Church Street, Hamilton HM 12, Bermuda

Tel: +1441 295 7251, Fax: +1441 295 3718, Emergency contact: +1441 799 7251

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Email: complaints.bermudashipping@gov.bm

St. Kitts & Nevis Flag

St. Kitts & Nevis International Ship Registry

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West Wing, York House, 48-50 Western Road, Romford, Essex, RM1 3LP, UK

Tel: +44 1708 380400, Fax + 44 1708 380408

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Email: mail@stkittsnevisregistry.net

Mauritius
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Ministry of Public Infrastructure, National Development Unit

Land Transport & Shipping 4th Floor, New Government Centre, Port Louis, Republic of Mauritius
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Tel: +(230) 201 2115, Fax: +(230) 201 2827

Email: pseebaluck@mail.gov.mu
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UAE
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Director of Marine Transport Affairs Federal Transport Authority

Al Muroor Street opposite to Al Jazeera Club Dusit Offices Building – 7th and 13th Floor

Tel: 971 2 8005678, Fax: 971 2 6506047

Email: gov-communication@fta.gov.ae

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Luxembourg

19-21 boulevard Royal, L-2449 Luxembourg

Tel (office hours): + 352 2478 4453, Tel (24/7): + 352 621 350490 / + 352 621 501550,

Facsimile: + 352 29 91 40

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Email: cam@cam.etat.lu

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Danish Maritime Authority

Seafarers, Certification and Social Affairs

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Søfarende og certifikater

Tel: +45 72 19 60 00

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Email: soc@dma.dk

The Nigerian Maritime Administration and Safety Agency, NIMASA

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Maritime House #4, Burma Road, Apapa

Tel: +23412713617

Email: info@nimasa.gov.ng
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Kingdom of Saudi Arabia – Ministry of Transport

Kingdom of Saudi Arabia, Riyadh, King Abdul Aziz road, P.O. Box 12628
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Tel: 0118744444

Outside Saudi Arabia: +966118744444

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Email: info@mot.gov.sa , mot@mot.gov.sa

Website: https://mot.gov.sa/en/Help/Pages/default.aspx
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Belgium

Belgian Maritime Inspectorate (BMI)

Posthoflei 3, 2600 Berchem

Tel +32(0)473700353

Email: mlc@mobilit.fgov.be Website: www.mobilit.belgium.be

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Portugal

Directorate-General for Natural Resources, Safety and Maritime Services (DGRM)

Av. Brasília 1449-030 Lisboa

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Tel: + 351 213 035 731 Fax: + 351 213 035 965

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E-mail: mlc.complaints@dgrm.mm.gov.pt

Nigeria

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The Nigerian Maritime Administration and Safety Agency, NIMASAMaritime House #4, Burma
Road, Papa

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Tel: +23412713617

Email: info@nimasa.gov.ng

Italian
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Chief, Veneto Regional Coast Guard Office

Dorsoduro, 1408, Venice, I-30123

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Tel: +393204365527

Email: piero.pellizzari@mit.gov.it Website www.guardiacostiera.gov.it

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United Kingdom

Maritime and Security and MLC Operations Maritime and Coastguard Agency, Bay 2/20 Spring
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Place, 105 Commercial Road, Southampton, SO15 1EG

Tel: +44 (0) 203 81 72543

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Email: mlc@mcga.gov.u Website: www.gov.uk/mca

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Barbados

Barbados Maritime Ships’ Registry c/o Barbados High Commission 1 Great Russell Street London,
WC1B 3ND

Tel: +44 20 7636 5739

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Email: registry@barbadosmaritime.com

Uganda

Ministry of Works and Transport

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Plot 57-59 Jinja Road P.O Box 7174 Kampala Uganda

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Tel: +256 752 593562,

E mail: grukara@gmail.com

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Philippines

Bureau of Working Conditions Department of Labor and Employment 3rd Floor, DOLE Building,
Muralla cor. Gen. Luna Streets, Intramuros

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Tel: 8527-3000 local 308 Fax: 8527-3478

Email: askbwc@gmail.com Website : www.bwc.dole.gov.ph

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