MERSING: All safety protocols were strictly adhered to while passengers were boarding the Mersing Jetty enroute to Pulau Tioman in Pahang yesterday, said ferry operator Cataferry Sdn Bhd.
Its statement came in the wake of a viral footage of a woman, in her late 60s, who fell through the gap between the jetty platform and ferry.
Claims were made that safety protocols were not in place.
The senior citizen was fished out by ferry personnel less than 10 minutes after she fell.
Sustaining minor bruises to her legs and arms, she continued her journey with her children and granddaughter.
Mersing police chief Superintendent Abdul Razak Abdullah Sani confirmed that the ferry operator and the victim lodged police reports in Mersing, today.
Cataferry Sdn Bhd Designated Person Ashore Syafiq Che Amat said the 6.45am incident occurred when the woman, who was holding on to her granddaughter with her right hand and had a basket and some grocery bags in her left hand, miss-stepped and fell through the gap between the concrete platform and ferry.
He said the ferry crew member was about to hold the boy during boarding, when the woman slipped through the 30-centimetre gap.
"The crew member handed the boy to another crew member, and jumped into the waters to help the victim.
"She was still holding on to the basket while she was in the water," he said when contacted today.
Syafiq denied allegations that the ferry moved before the passengers embarked.
"We had a full-board (179 passengers) yesterday, and there were about 20 more who was about to get on the ferry when the incident occurred.
"It's impossible that the ferry moved. The footage that went viral showing that the ferry was away from the platform, was recorded after she fell.
"We instructed the captain to move the ferry in order to help her.
"The ferry was due to depart at 7am, and would never leave the jetty before its departure schedule."
He added the 30cm gap was due to the jetty's fender, which was made of flexible PVC attached to the platform to flex impact of the ferry and jetty."
Syafiq who is trained in safety protocols and rescue techniques, is also a diver.
He was also involved in helping the senior citizen out the waters.
He had jumped in and held the woman with the help of the crew member.
"I told her to step on the metal beam by the platform and hold on to it, after I took her basket.
"I guided her to the stairs by the jetty to get her out of the water," he said.
Cataferry personnel attended to her wounds and ensured she was kept warm.
"Her children were also there, and they decided to continue their journey to Pulau Tioman," he added.
He reiterated Cataferry's top priorities were the safety and wellbeing of their passengers.
He said their crew members went for regular training in safety procedures and emergency response.
He said the ferry was installed with non-slip surfaces, and crew members provided assistance to the elderly and disabled passengers.
There are also staff stationed during boarding and disembarkation, and to help with their luggage.