e-Navik - 24X7 Grievance Redressal Mechanism is aligned with India's vision under Maritime India Vision (MIV) 2030, which seeks to enhance India's share in the global seafaring workforce from the present level of around 12% to 20% and beyond, positioning India as a leading supplier of skilled maritime manpower. India today has over 7.5 lakh registered seafarers, of whom more than 3.2 lakh are actively employed across the globe, serving onboard vessels across diverse geographies and operating environments. Achieving this objective requires not only quality training and employment opportunities but also a robust welfare and protection framework that inspires confidence among seafarers and their families.

Historically, India's maritime sector faced significant challenges arising from cases of abandonment of seafarers, fraudulent recruitment practices, shadow recruitment networks, illegal fee charging by unauthorised agents, deployment on substandard vessels, wage disputes, repatriation issues, and delays in grievance resolution. The existing grievance redressal framework, while effective in resolving many complaints, relied substantially on manual processes, multiple communication channels, email-based coordination, and spreadsheet tracking, resulting in limited real-time visibility, standardisation, and end-to-end monitoring.

To address these challenges and strengthen seafarer welfare governance, the Directorate General of Shipping has established a 24×7 Grievance Redressal Mechanism for Seafarers, integrated with the e-Navik Portal https://beta-enavik.dgma.gov.in/enavik/ . This initiative represents one of its kind in the world, providing a dedicated round-the-clock grievance support framework exclusively focused on the welfare, protection, and support of seafarers wherever they may be serving across the globe.

The 24X7 Grievance Redressal Mechanism provides multiple access channels including:

• Domestic Toll-Free Helpline: 1800-889-7768
• International Toll-Free Number (US): +1-888-988-0256
• WhatsApp Support: +91 8655856830
• Dedicated Email: enavik.24x7@gov.in
• e-Navik Grievance Portal for online registration and tracking of complaints.

The system has been designed to deliver quick, transparent, accountable, and effective grievance resolution through a structured digital workflow. Every grievance lodged through any channel is assigned a unique ticket ID, enabling complete traceability, automated acknowledgements, status tracking, escalation monitoring, and auditability throughout the grievance lifecycle. The mechanism covers a comprehensive range of grievances including recruitment and placement issues, complaints against RPSL agencies, fraudulent certification and documentation cases, wage disputes, abandonment, arrest or detention, death and missing seafarer cases, certification matters, welfare concerns, and other service-related issues.

The e-Navik Portal - 24×7 Grievance Redressal Mechanism reflects the Government of India's commitment to placing the welfare, dignity, safety, and rights of seafarers at the centre of maritime governance. By ensuring that every seafarer has access to immediate assistance and a transparent grievance resolution process irrespective of location, the initiative strengthens trust in DG Shipping as the Guardian of Seafarers and supports the broader national objective of making seafaring a safe, attractive, and globally competitive career choice for the next generation of Indian maritime professionals.