Onboard complaints

We recommend using your ship’s onboard complaint procedure before contacting AMSA.  

All vessels must have an onboard complaint procedure that:

• lets seafarers make a complaint without fear of recourse
• keeps the complaint confidential

If the complaint can’t be resolved on board, you can make a complaint to AMSA and we will investigate.

Onshore complaints

Seafarers can make complaints directly to us or any other organisation directly involved in seafarer welfare.  

We can investigate complaints about:

• regulated Australian vessels
• foreign-flagged vessels in Australia.

We cannot investigate complaints about foreign-flagged vessels outside of Australian waters. For help on a foreign-flagged vessel outside of Australian waters, please contact either:

• the maritime authorities of the next port of call
• your flag state.

We accept complaints made online or in person to inspectors.

We keep the source of these complaints confidential. Where possible, we will not indicate where the complaint came from or why we are inspecting the vessel.

When we receive a complaint, we will:  

1. Undertake an initial investigation. This can include a visit to the vessel or emailing the vessel's agent and/or operator.
2. Check whether the onboard complaints procedure has been used.
3. Promote resolution of the complaint at shipboard level if appropriate.
4. If the complaint isn't resolved, we will notify the flag state to ask for resolution, advice or corrective action.
5. Do a more detailed inspection of the vessel if it's required.

For employment issues, such as cabotage or coastal trading related payments, covered by the Fair Work Act, please contact the Fair Work Ombudsman.

For safety-related complaints, please use either:

• the Marine Safety Concern online form
• or the Australian Transport Safety Bureau Confidential Reporting Scheme, REPCON.

Read more about on board complaints systems on Australian vessels in Marine Order 11. 

Related information

• Maritime Labour Convention 2006 and its application
• Australian Seafarers' Welfare Council