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.