The General Directorate of the Merchant Marine will work with care and quality objectives to fulfill its obligation as a responsible Maritime Administration.
People who carry out procedures or request the services of the General Directorate of the Merchant Marine, must do so through the Document Reception and Customer Service Section, dependent on the General Secretariat, which is empowered to serve the client. At the end of the requested procedure, this Section will deliver the request to the client.
People who carry out procedures or request the services of the General Directorate of the Merchant Marine, must present the complete documentation required for each procedure, otherwise, the service may have delays that will not be attributable to the GDMM. The GDMM does not guarantee the timely delivery of procedures with incomplete documentation and do not enter the times of the requested procedure. A record of procedures with incomplete requirements will be kept.
The documents submitted by persons performing procedures in GDMM will undergo verification of authenticity by the respective departments. Verification of authenticity of documents may take as long as necessary and the GDMM is not responsible for any delay that may occur. The authenticity verification times do not enter the times of the requested procedure.
Service requests will be handled in order of entry. The advancement of requests in the process queue will not be allowed. The procedures will be assigned a number, which will serve to track them.
People performing procedures or request the services of the General Directorate of the Merchant Marine shall promptly pay for the service requested in the bank designated by the GDMM. The delay in payment and submission of payment receipt will not be calculated within the requested time processing. a log book where the dates and times of entry and exit of payment receipts will be recorded.
Any complaint or comment about the services provided by the GDMM must be made, in writing, by the client by completing the ESC 13.01 service survey available in the Document Reception and Customer Service Section.
When cases arise in which the client is required to supply additional documentation, this request will be formulated by the corresponding Departments, as the case may be. The client must supply such documentation in order to complete the requested procedure. The required documentation must be presented to the satisfaction of the respective Department, otherwise the procedure will be suspended and will be noted in a log book.
The GDMM will serve the client effectively, however, clients or their legal representatives must take the necessary and reasonable time to deliver service requests to the employees of the Document Reception and Customer Service Section, this to make sure that your request and documentation is in order.
The staff of the Document Reception and Customer Service Section will review, before delivering the requested document, its conformity with the customer’s request at the beginning of the process.
Clients or their legal representatives must take the time necessary to thoroughly review the document before withdrawing from the Document Reception and Customer Service Section. The Legal Representatives must be notified prior to the delivery of the requested document, otherwise a new application cannot be processed with the affected file.
The client or his legal representative should be aware of what they are asking the GDMM. In the case of a change in the application of the Customer once the process is underway, it will be considered as a separate process and should enter the process queue according to their arrival.
Documents generated by applications submitted will be delivered within twenty-four (24) hours, provided they have met the requirements that each processing demand has made the payment of the respective rights in a timely manner, the documentation provided does not have problems and additional requirements required by the respective departments are met. For example, a request submitted at 3 pm on a Monday will usually delivered at 3 pm of the following Tuesday. Procedures related to Seafarers are excluded from the above, when the request for a booklet, title, certificate, license or renewal is requested personally by the seafarer.
Legal representatives may have access to the different dependencies of the General Directorate of the Merchant Marine, as long as an order is followed in accessing the Institution. Legal representatives must announce with the Security Guard their desire to meet with the respective Official. The Security Guard in turn will announce to the official the presence of the legal representative. The official will give precise instructions to the Security Guard, allowing access, upon identification. To provide personalized attention at the end of the visit, the official will accompany the visitor towards the exit of the Institution’s facilities.
In order to better serve our customers and make our work more efficiently, it is prohibited the permanence of people in the work area where the requested documents are produced. These documents will be delivered to the applicant in the Document Reception and Customer Service Section, exclusively.
The Legal Representatives and GDMM customers will be able to see and review their file requesting it in the Document Reception and Customer Service Section. The Legal Representative or client must review his file in the Document Reception and Customer Service Section and may not add, replace or delete any document from it.
For queries, questions or better information about the services provided by the General Directorate of the Merchant Marine, the conditions of service of the institution, and on the management system quality of the customer you can contact the following: