SHMPL Internal Grievance Forum (IGF)
SHMPL has established an Internal Grievance Forum (IGF) to address complaints and grievances raised by students.
Principles of IGF
- Protects the interests of seafarers.
- Informs seafarers of their rights.
- Facilitates and expedites the redressal of grievances.
- Ensures seafarers have a remedy in case of failure or delay in complaint redressal.
Procedures for Grievance Redressal
- Complaint Registration: Seafarers can register complaints in person by visiting the office or via email: admin@sakshihritikamarine.com
- Complaint Assignment: All complaints are automatically assigned/sent to the respective division for speedy resolution.
- Response Timeline: The respective division is required to provide a remedy on the complaint within three (3) working days.
- Complaint Updates: The concerned officer will take necessary action on the complaint and provide updates.
- Escalation Process: An escalation index exists for non-resolution/non-closure of complaints depending on the time elapsed since registration.
- Feedback Mechanism: Complainants can file feedback with suggestions regarding the service provided.