Accident Victim Support Program

Accident Victim Support Program (Basic principles on support for accident victims, etc.)


This program is developed based on the Guidelines for public transportation companies’ development of programs for supporting accident victims, etc. (issued by the Ministry of Land, Infrastructure, Transport, and Tourism [hereinafter, “MLIT”] on March 29, 2013), to define the measures we will implement if an accident or disaster occurs causing death or injury to passengers, including rescue, information sharing and assistance, until the victims become able to live without worry again.

2. Basic accident victim support policy

(1) Basic principle on ensuring safety

Every day we operate ferry services, always putting safety first. We have established the Safety Charter in order for all of us as JR West Miyajima Ferry employees to be aware that safe ferry operation is our most important mission and to fulfill that mission. Furthermore, we place the highest priority on safe ferry operation following the more specific Basic Safety Policy.

(2) On our basic attitude to accident victim support

If an accident occurs and harms passengers, we will devote all our energies to supporting the accident victims and their families, and cooperate with the relevant MLIT bodies and West Japan Railway Company (hereinafter, “JR West”) to implement the following measures:

  • Promptly rescuing passengers immediately after the accident occurs, placing the highest priority on saving lives
  • Starting to collect information immediately after the accident, and continuously providing accident victim families and related people with the latest information
  • Providing accident victims with the maximum support we can so that they can return to living without worry
  • Immediately after an accident occurs, establishing an organization that can promptly respond to the accident, and maintaining the established support system for accident victims, etc.

3. Basic support measures for accident victims

(1) Information sharing

i. Information sharing about the accident with accident victims’ families

  • Making every possible effort to collect information in cooperation with the organizations involved, including the national government, fire and disaster authorities, and the police
  • Establishing a system for providing accident victims’ families and related people with the collected information by providing a contact for inquiries
  • Building a system for answering questions as thoroughly as possible at the accident site

ii. Treatment of passenger information and information about their safety

  • Providing information through the inquiries contact with the consent of accident victims’ families
  • Providing as detailed information as possible if the inquirer can be identified as a member of the accident victim’s family or related group
  • Not providing information in accordance with the will of accident victims or their families if they want information about the victims to remain private
  • Treating information in an appropriate manner following the objectives of the Act on the Protection of Personal Information

iii. Continuous information sharing with accident victims, etc.

  • Continuously disseminating information about not only the safety of passengers but also the accident and our preventive measures against repeated accidents

Providing a contact for inquiries on the safety of passengers for a certain period during which the contact can be viewed as necessary

(2) Measures on the accident site, etc.

i. Guide to the accident site, waiting area, etc.

  • Striving to ensure transportation to the accident site, hospitals to which victims have been admitted, waiting area, etc. for accident victim families, and to guide them to such locations

ii. Support for accident victims’ families while they are waiting

  • Providing support for accident victims’ families who have come to the waiting area, etc. by accepting their requests for or inquiries on confirmation of the victims’ safety, ensuring a place for them to wait, serving them meals, providing them with psychological care, and other means

(3) Continuous measures

i. Consultation system for accident victims, etc.

  • Responding to requests for consultation from victims and their families by providing a contact for consultation

ii. Support measures for victims, etc. in the process of returning to life without worry

  • Providing support, including psychological care, with the cooperation of experts in certain cases, at the request of accident victims or their families

4. Basic organizational structure for supporting accident victims

(1) Establishing the organizational structure

i. Establishing an organizational structure that places the highest priority on the rescue of passengers by placing the Counter-Accident Headquarters based on the Standards for Handling Accidents, immediately after the accident occurs

  • The Department of Measures for Passengers is in charge of liaison and coordination, and for dealing with passengers not among the casualties.
  • The Rescue Department is in charge of rescue and dealing with casualties
  • The Public Relations & General Affairs Department is in charge of information about the passenger safety, the customer call center, and coordination with support from JR West.

ii. Establishing a section in charge of medium- and long-term measures according to the scale of the accident, and appointing a person in charge of each accident victim, to provide them with continuous support

iii. Appropriately compiling and maintaining records of implemented measures at the sections in charge

Organizational structure immediately after an accident occurs

System Following an accidentSystem Following an accident

Organizational structure for continuous measures

System for Continuous up-to-date informationSystem for Continuous up-to-date information

* The organizational structure above will be established in accordance with the scale of the accident.

(2) Training, education, drills, etc.

  • Providing all employees with regular education and training that help raise safety awareness and support accident victims, etc. based on lessons from our previous accidents, other ferry companies’ accidents, etc.
  • Conducting drills simulating the possibility of a large-scale accident in collaboration with the organizations involved, including the District Transport Bureau, local Coast Guard Office, and fire and disaster authorities
  • Having the staff receive standard lifesaving lectures to improve their ability to give first aid to passengers