Seafarer Grievance, Welfare & Feedback

1. Choose a contact route

This procedure covers LT Marine Offshore Services, Inc. recruitment and crew-management concerns, including joining arrangements, treatment, wages, allotments, medical support and repatriation. Principals, seafarers, applicants, families and business partners may also give service feedback.

• Routine crew support: crewing@lt-marine.com.
• Service complaints and unresolved welfare concerns: operations@lt-marine.com. Use “LT Marine complaint” or “LT Marine service feedback” as the subject.
• Misconduct, retaliation or a concern involving the ordinary recipient: use the Speak Up & Whistleblower Policy and dpo@lt-marine.com, or approach a manager you trust.

Email links open your email application; send the message there. LT Marine charges no fee for raising or reviewing a complaint through this procedure. You may ask for assistance and involve a lawful representative.

2. Urgent welfare and safety

For operational or welfare support, call our 24/7 Hotline: +63 919 003 3093. Explain the vessel, location where relevant, urgency and safe contact route. A caller reporting another person's concern should explain their relationship and authority to assist.

Immediate danger, urgent medical needs or a shipboard emergency require the vessel's emergency procedure and appropriate emergency services. Alert the responsible onboard officer where safe. Do not wait for an email reply or use an ordinary website complaint as a substitute for an emergency report. Relevant crew, principal and shipowner contacts must be involved according to their responsibilities.

3. What to include and how we protect information

Explain what happened, relevant dates, any vessel or contract reference, the outcome you seek and a safe way to reply. Tell us about immediate risks, earlier correspondence or any difficulty using the usual reporting route. You do not need to complete a special website form to contact us.

Keep passport numbers, full medical or bank records and unnecessary information about other people out of an initial message. Ask the recipient to arrange a suitable exchange if supporting documents are needed. Access to complaint information must be limited to authorised people who need it for assessment, response or legal duties, as explained in our Privacy Notice. Email can identify its sender; absolute confidentiality cannot be promised.

4. Assessment, response and further review

The receiving team must assess urgency and conflicts, preserve relevant information and assign a responsible reviewer. A person implicated in the concern must not decide its outcome. The reviewer must acknowledge receipt where a safe contact is available, explain any further information required and tell the person when to expect the next update.

The responsible team must seek relevant facts, give affected people a fair opportunity to respond, coordinate action within LT Marine's responsibilities and communicate the response and next steps where lawful. Record the concern, decisions, responsible people and follow-up; recurring or significant issues require corrective-action review.

For further review, reply to the correspondence or email Operations with the earlier reference and why you disagree. Request a manager who was not involved in the original decision. If there is a conflict or alleged retaliation, use Speak Up or an appropriate external route.

5. Formal procedures, deadlines and protection

Onboard and onshore grievance arrangements, employment agreements, collective bargaining agreements and applicable law continue to apply. Seafarers must have access to the ship's complaint procedure and relevant contacts, assistance or representation where provided, and protection from victimisation. LT Marine prohibits retaliation, threats or blacklisting for an honestly raised concern.

You do not need to complete LT Marine's website/email process before contacting an authority, seeking advice or obtaining emergency help. Statutory, contractual and collective-agreement grievance, conciliation or arbitration procedures and filing deadlines still apply. This page does not replace those mechanisms or pause a deadline.

Where section 58 of the Philippine Magna Carta of Filipino Seafarers applies, specified salary, statutory-benefit, disability or death claims must be validated and the findings communicated within 15 days of submission of the claim, proof or complete documents, as applicable. Established obligations must be settled within 15 days after communicating the findings. Other case-specific legal periods also govern.

You may seek guidance from the Department of Migrant Workers, an appropriate labour or maritime authority, your union or an independent adviser. Management must assign handlers, brief the relevant teams, monitor applicable deadlines and review the effectiveness of this procedure.