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Procedure for dealing with complaints

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Details: Published: 08 July 2021

PROCEDURE FOR DEALING WITH COMPLAINTS

Chapter 1 Scope of the procedure

This procedure regulates the course of action to be taken in the event of a Client's complaint about the conduct of the seafarer recruitment process by KGA employees.

Chapter 2 Responsibility

1. The KGA owner is responsible for approving the procedure.

2. Employees in the units are responsible for providing explanations for the case.

3. The MLC Representative’s responsibility is to review the Complaints Form (Schedule 1), analyse the circumstances, and make suggestions as to how to resolve the matter and respond to the complainant. The Quality Officer shall record the complaint and/or grievance in the Complaints Register.

4. The KGA owner is responsible for responding to the complainant.

Chapter 3 Description of the proceedings

The Employment Agency shall be held liable under the civil law contract signed with the seafarer. The Agency's liability shall commence on the date the contract is signed and shall continue throughout the term of the contract.

All seafarers/clients of the Agency shall have the right to lodge a complaint and/or grievance about the company's performance if it is believed that there is good reason for this.

For formal reasons, the Agency expects complaints, if any, to be received in writing with a description of the particulars of the incident and the statement of the seafarer's expectations.

The Agency enables you to file complaints directly with the Crew Operator and/or via: - email to grono@grono.pl

or

- by mail sent to the company's address:

Krzysztof Grono Agency s.c.

ul. Świętojańska 36/1

81-372 Gdynia

Chapter 4. Complaints about the Ship, the Shipowner/Ship Operator, the Ship Manager.

1. The seafarer shall submit their complaint in writing to the relevant Crew Operator or e-mail it or

post to the company's address.

2. The Crew Operator shall send a message and information about the lodged complaint to the appropriate Shipowner/Ship Operator or Vessel Manager, with a notification to the Agency President.

3. Each complaint shall be recorded in the Complaints Register by the MLC Representative.

4. Complaints will be reviewed and responded to within 14 working days from the day of receipt of the complaint.

5. If a seafarer is not satisfied with the response received, they shall have the right to appeal to the Polish Maritime Administration (Maritime Authority).

Chapter 5 Complaints against the Agency.

1. Complaints about the front desk shall be submitted to the Owner and reviewed within 7 working days.

2. Complaints about the Recruitment Department shall be submitted to the Owner and reviewed within 14 working days.

3. Complaints about the Crew Operators shall be submitted to the Owner and reviewed within 14 working days.

4. Each complaint shall be recorded in the Complaints Register by the MLC Representative.

5. If a seafarer is not satisfied with the response received, they shall have the right to appeal to the Polish Maritime Administration (Maritime Authority).

The Agency will report all unresolved complaints to the relevant maritime administration supervisory body:

Maritime Office in Gdynia

ul. Chrzanowskiego 10

81-338 Gdynia

Poland

Tel. +48 58 355 3220

Fax. +48 58 620 30 39 dumsekr@umgdy.gov.pl