Feedback and complaint handling process

We welcome your complaints and feedback. Your feedback is used as an indicator of our performance against our service standards and helps us to improve the way we do things.

It is important to know what works well. By telling us when you have received excellent customer service and what we got right helps us to recognise the efforts of our people and to ensure we replicate best practice across AMSA.

We will aim to resolve all complaints within 20 working days, however depending upon the nature of the complaint response times may vary. All complaints will be managed in a confidential manner, and you will be provided with updates during the investigation of your complaint.

You can provide all other written feedback and complaints by sending an email to feedbackandcomplaints@amsa.gov.au.

We have dedicated forms for complaints or feedback relating to the following areas:

• Accredited marine surveyor

How we treat your complaint

Once we acknowledge receipt of your complaint:

• a staff member will be assigned to your complaint and will aim to contact you within 5 working days.
• the staff member may need to speak to you to confirm your identity if they need to access and discuss your personal information.
• the staff member will work closely with you and may request you to provide further details to finalise the complaint.
• the staff member will aim to resolve your complaint within 20 working days.

You can call AMSA Connect and we will direct you to the staff member managing your complaint.

During the complaint resolution process, the staff member will:

• keep you informed of the progress of your complaint
• allow you to provide additional information or comments before finalising the complaint
• provide further information about further rights of review, including approaching other agencies such as the Commonwealth Ombudsman if you are not satisfied with the outcome of the complaint.

If you are not happy with the complaint resolution:

• Contact the staff member you have been dealing with. If you are not satisfied, please ask to speak with their supervisor or manager
• If you remained dissatisfied after taking these steps, you can write to:

Chief Executive Officer
Australian Maritime Safety Authority
GPO Box 2181
CANBERRA ACT 2601

or

send an email to feedbackandcomplaints@amsa.gov.au

• Finally, if you are not satisfied with the response provided by the AMSA CEO or the way we have handled your complaint, contact:

Commonwealth Ombudsman
GPO Box 442
CANBERRA ACT 2601
Telephone: 02 6276 0111
Toll Free: 1300 362 072

Need help contacting us?

If you need help interacting with us, you can access telephone interpreting services through the Translating and Interpreting Service by calling 13 14 50.

Administrative decisions and Freedom of Information

This service charter deals with the quality of service that we provide to you, our clients. If you are not satisfied with an administrative decision that affects you, you may have the right to seek review of that decision. We notify you of your rights of review and appeal when delivering an administrative decision. The public also are entitled to apply for access to documents that fall within the scope of the Freedom of Information Act 1982.

Monitoring and review

We regularly review our customer feedback mechanisms, including the currency of our service charter, to ensure that it continues to reflect our customer’s service expectations.

We monitor our performance against our service charter through the AMSA Management System, which includes a review process. We regularly publish information about our functions, our governance, and planning and reporting.

Deceased certificate holders, accredited agents and registered operators

We understand it can be a difficult time when managing the affairs for a deceased estate. If this person was the holder of an AMSA certificate, accreditation or registration, then AMSA must be notified as soon as practical after the person passes away.

Who to contact

Our AMSA Connect customer service team are available to assist you on 1800 627 484 or amsaconnect@amsa.gov.au , Monday to Friday from 8 am to 5 pm Australia-wide.

A single point of contact will be assigned to your case to assist and guide you through the process of updating details, making it as easy as possible for you.

What I need to know

The information below describes the process for changing and updating details so you know what to expect when you call us. The steps will depend on the type of permissions, certificates, accreditation or registration held by the person or their vessel.

You will also be asked to provide evidence indicating that the certificate/registration holder is deceased. This evidence may include:

• a copy of the death certificate or a copy of the Will/Probate
• a copy of a funeral notice
• a letter from a solicitor or state Trustee and Guardian advising that the person is deceased
• a copy of the coroner’s report
• a 'presumption of Death Order' issued by the Supreme Court in the case of a missing person presumed deceased.

Holder of a certificate of competency

If the deceased person is the holder of a certificate of competency, then the certificate will need to be revoked as this type of certificate cannot transfer from one person to another. This can be done by contacting AMSA Connect.

Holder of a certificate of operation

If the deceased person is the holder of a certificate of operation, then the certificate will need to be revoked as this type of certificate cannot transfer from one person to another. The new operator (if applicable) must make an application for a new certificate of operation, which includes a declaration made by the applicant regarding their status as a fit and proper person to conduct the proposed operation.

• Application for a certificate of operation form 504
• Application to suspend or revoke a certificate or approval form 600

Holder of a certificate of survey (or other vessel permission)

If the deceased person is the holder of a certificate of survey or other vessel permission, the process and actions required will depend on the type of ownership arrangements—company, sole trader, trust or individual.

In most cases, it will be possible to vary the certificate of survey or other vessel permissions for the new owner if the vessel will continue to be operated as a domestic commercial vessel. If the vessel will no longer be used for commercial purposes, then the executor of the estate should apply to have the certificate of survey or vessel permission revoked.

• Application for change of certificate (or approval) holder for a vessel permission (form 1780)
• Application to suspend or revoke a certificate or approval form 600

Owner of a ship on the Australian General Shipping Register

If the deceased person is the registered owner of a vessel on the Australian General Shipping Register, then the ownership of the ship must be transmitted to the beneficiary, by operation of law, as set out in the will of the deceased or in letters of administration. If the vessel is sold during the distribution of assets for the estate of the deceased, the executor/s may sign the Bill of Sale on behalf of the deceased.

Owner of a beacon or maritime mobile service identity (MMSI)

If the deceased person was the owner of a beacon or MMSI, the register will need to be updated depending on the situation.

AMSA will need to know if the device has been sold, given away, destroyed or placed into storage. If the device has been sold or given away we will require the new owner’s name, address and phone number.

• Change of ownership registration form

What you will receive from AMSA

Your single point of contact within AMSA will liaise with business areas on your behalf to ensure all relevant requirements are completed. They will contact you if there are any issues or further requirements.

You will also receive confirmation that all processes have been finalised and closed.