Safety and Security 

Crew trained within 48 hours of joining or rejoining a ship.

Training refreshed every two months.

Staff trained to look for signs of intoxication in passengers.

Crew face disciplinary action, including dismissal, for failing to prevent underage or intoxicated passengers being served alcohol.

Different colour cruise cards (these cards are necessary to purchase drinks onboard) for minors.

Onboard point-of-sale systems disallow purchase of alcohol from a minor’s cruise card, and this functionality is being enhanced with the introduction of the passenger’s photo at the point of sale prior to completion of beverage (and other purchases)

Introduction of roving RSA officers.

Introduction of Youth Security Officers.

Security personnel have specialised training.

Allegations are automatically treated as suspicious unless management, with the assistance of authorities, determines otherwise.

Allegations of crime are fully investigated.

Clear procedures for collecting evidence, preserving crime scenes and taking statements.

Base number has been doubled to at least 20.

However, there could be more depending on the cruise (duration, time of year etc).

In addition, we have introduced Youth Security Officers to monitor teenagers. Complement depends on numbers of minors onboard.

100% baggage screening and personal X-ray at embarkation.

Drug sniffer dogs at the start of all cruises.

Random scanning for drugs at overseas ports.

CCTV in the ships’ public areas.

Between 300-500 cameras operating on a rolling 24 hour basis.

Passengers displaying inappropriate behaviour disembarked from ship.

Video alerting passengers of policies regarding excessive behaviour, RSA, dangers of binge drinking and spiking shown on in-house TV in every passenger cabin. Staff also shown video.

Streamlined the process for dealing with customer complaints including guidelines for response times and handling.

Toll-free number available and advertised in cruise literature for past passengers who wish to speak with customer relations.

Ensured our landside emergency number is answered 24-hours a day.

Crew are trained to support passengers in difficult situations.

In addition, we proactively contact these passengers on their return to offer support and counselling.

New CEO, Ann Sherry, appointed mid 2007.

Ms Sherry has restructured management team to reflect the direction of the new business.

Katie Lahey appointed as Chairman in February 2007.

Since Ms Sherry’s appointment, we been regularly consulting with industry, government, International Cruise Victims Association, conducting passenger focus groups and seeking external review of processes and procedures to achieve this external view.

We have actively worked with police both in Australia and the South Pacific to develop clear protocols and jurisdiction for managing crimes at sea.

South Pacific police chiefs ratified new protocols at a meeting in PNG earlier this month.

New protocols are also on the agenda for Australian police commissioners.

We conducted focus groups that show passengers feel safe onboard.

We plan to include safety and security questions as part of our Onboard Evaluation Surveys we ask passengers to complete at the end of each voyage. The questions will be added following the introduction of new onboard technology, which automates the survey process and more easily highlights any issues. This will be rolled out from November.