⚖️ 1. Our Commitment to Uncompromising Fairness

Operating in the high-stakes maritime and private security sectors requires absolute accountability. Marine One (Pvt) Ltd and our subsidiary entities, contractors, and supply chain partners are strictly bound to uphold the highest ethical, legal, and human rights standards.

If you believe you have suffered harm, discrimination, financial irregularity, or an ethical breach directly or indirectly due to the actions of our personnel or partners, we actively encourage you to lodge a formal grievance. We treat every report with the utmost gravity, ensuring a process that is secure, impartial, transparent, and geared toward a fair resolution.

🔒 2. Secure Channels for Lodging a Grievance

You may submit a complaint via any of the secure channels listed below. We fully accept and investigate anonymous complaints with the exact same level of priority and rigor as named submissions.

• Dedicated Email: info@marinelanka.lk (Monitored directly by the Compliance & Grievance Officer)
• Secure Web Portal: www.marinelanka.com/contact
• Direct Telephone: +94 11 233 3246
• Confidential Direct Mail:
  The Managing Director / Compliance Officer
  Marine One (Pvt) Ltd
  27, 4/2, Sir Razik Fareed Mawatha (Bristol Street),
  Colombo 01, Western Province 00100,
  Sri Lanka.

⏳ 3. The Phased Resolution Protocol

To ensure no grievance is ignored or delayed, Marine One operates on a strict, time-bound investigation framework.

Phase 1: Initial Triage & Rapid Investigation (Weeks 1–4)

• Immediate Acknowledgement: Upon receipt of your grievance, we will issue a secure Reference Number within 48 hours. Please use this tracking number in all future correspondence.
• Rapid Resolution Target: We aim to investigate and resolve standard operational complaints within one calendar week.
• Dedicated Liaison: If the investigation requires gathering complex evidence (e.g., offshore communication logs or port authority records), we will assign a specific Department Head as your dedicated point of contact.
• Third-Party Representation: If you are unable to communicate directly, you may legally empower a nominee or representative (via a signed authorization letter) to act on your behalf throughout the process.
• Maximum Duration: Phase 1 will not exceed 4 calendar weeks.

Phase 2: Extended Review & Strategic Escalation (Weeks 4–12)

If a fair resolution cannot be reached within the initial 28 days due to the complexity of the claim:

• Formal Notice: We will notify you (or your representative) officially via Registered Post and secure email detailing the specific reasons for the delay, alongside a revised target resolution date.
• Hard Deadline: We strictly strive to deliver a comprehensive and satisfactory solution within 8 weeks, with an absolute maximum limit of 90 days from the initial date of receipt.
• Regulatory Escalation Notice: If the nature of the grievance requires mandatory intervention by a national or international maritime authority (e.g., ICoCA, DGMS, or local law enforcement), we will inform you immediately before transitioning the data.

Phase 3: Statutory & Legal Oversight

Where a grievance involves severe statutory violations requiring a national authority to deliver a legal remedy:

• Marine One will cooperate completely and transparently with the relevant sovereign authorities through our retained legal counsel.
• Even when escalated to the legal system, Marine One’s primary corporate objective remains a fair, equitable, and just settlement for the affected parties.