Onboard Complaint Procedures: Raise a Concern Without Losing the Paper Trail

A complaint is easier to assess when it contains dates, facts, documents and the outcome requested. Strong language is not a substitute for a clear record.

Find the vessel’s procedure

Locate the onboard complaint procedure and identify each escalation stage. Note who may accompany or represent you, how confidentiality is addressed, and which external contacts are listed. Keep a copy where lawful.

Write facts, not conclusions

Use this reusable sentence:

“On [date/time] at [location], I observed/experienced [specific event]. I reported it to [name/role] at [time]. The effect was [safety, pay, health or welfare impact]. I request [specific practical action].”

Include witnesses and records only where accurate. Separate what you directly observed from what someone told you.

Follow the stages—unless danger is urgent

Routine concerns can usually move through the stated chain. If there is immediate danger, a medical emergency or serious security risk, use the emergency and safety-management procedures without waiting for ordinary paperwork. Do not let documentation delay life-saving action.

Preserve the trail

Keep dated copies of the complaint, attachments, acknowledgements and responses. Record meetings and agreed actions. Never secretly record where unlawful. Avoid posting sensitive claims publicly while a safe support route is available.

The MLC framework includes complaint protections, including principles against victimisation. Real cases still require careful handling. Contact NUSPM or ITF if you fear retaliation or the process is ineffective. Consult the official ILO MLC text, ITF Your Rights, and Malaysia Marine Department seafarer contacts.

Complaint checklist

• Correct procedure and contacts located.
• Dates, times, places and people recorded.
• Direct observations separated from reports.
• Supporting documents preserved.
• Requested outcome stated clearly.
• Each response and follow-up recorded.
• External support sought if necessary.