Effective Date: November 30, 2015 Last Updated: December 18, 2025

1. Our Commitment to Fairness

Marine One Private Limited (M1) and its contracted parties are committed to upholding the highest ethical standards. If you believe you have suffered directly or indirectly due to an action by our personnel or partners, we invite you to lodge a formal complaint.

We treat every grievance seriously and are committed to resolving issues promptly, fairly, and with full transparency.

2. How to Lodge a Complaint

You may submit a complaint via any of the following channels. Anonymous complaints are accepted and investigated with the same level of priority.

• Email: info@marinelanka.com

• Web Portal: www.marinelanka.com/contact

• Telephone: +94 11 2333 246

• Direct Mail:

  The Managing Director Marine One (PVT) LTD 27, Bristol Street, Colombo 01, Sri Lanka.

3. The Resolution Process

Step 1: Initial Investigation (Weeks 1–4)

• Acknowledgement: Upon receipt, we will provide a Reference Number. Please use this in all future correspondence.

• Rapid Resolution: We aim to resolve most complaints within one calendar week.

• Communication: If the investigation requires more time, we will assign a Department Head as your dedicated contact person.

• Representation: You may empower a nominee (via a signed letter) to act on your behalf if you are unable to communicate directly.

• Timeline: Step 1 will not exceed 4 calendar weeks.

Step 2: Extended Investigation (Weeks 4–12)

If a resolution cannot be reached within the first four weeks:

• Formal Notice: We will notify you via Registered Post regarding the delay and provide a revised resolution date.

• Resolution Target: We strive to deliver a satisfactory solution within 8 weeks, and no later than 90 days from the initial receipt.

• Escalation: If the nature of the grievance requires intervention by a national maritime authority, we will inform you of this transition immediately.

Step 3: Legal & Regulatory Oversight

Where a national authority is required to deliver a solution:

• Marine One will cooperate fully with the relevant Authority through our legal counsel.

• Our primary objective remains a fair and equitable settlement for all parties involved.

4. Zero Retaliation Policy

Marine One strictly forbids any form of retaliation against individuals who submit a grievance in good faith. Any employee found to be obstructing an investigation or victimizing a complainant will face immediate disciplinary action, up to and including termination.