VI
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METHODS FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS

1. Resolution mechanism

Any complaint or dispute arising in connection with the Customer's use of the service shall first be resolved through negotiation between the Customer and the Centre. In the event of an incident caused by the fault of vanmieu.gov.vn, the Centre shall immediately apply the necessary measures to safeguard the customer's interests.

2. Methods for receiving feedback, requests, and complaints

Customers may submit a complaint requesting vanmieu.gov.vn to resolve the matter in the following ways:

  • Option 1: Call the telephone number: 0243.7472566, or contact via email: tthdvhkhvmqtg_svhtt@hanoi.gov.vn
  • Option 2: Submit directly to the following address: No. 58, Quoc Tu Giam Street, Van Mieu – Quoc Tu Giam Ward, Ha Noi City.

3. Order and procedure for receiving and handling feedback, requests, and complaints

Step 1: Submitting the complaint

The Customer submits a complaint regarding the service or an interest that has not been fully safeguarded to vanmieu.gov.vn through the methods prescribed above.

Step 2: Receiving and handling the complaint

Vanmieu.gov.vn shall receive Customers' complaints within 24 working hours and shall carry out verification of the information and respond with the outcome of the handling within 07 working days from the date of receipt of complete information. Where the complaint relates to a payment transaction processed through an intermediary payment provider, the Centre shall coordinate with the intermediary payment provider to verify and handle the matter.

Step 3: Resolution & response to the customer

Anticipated resolution timeframe:

  • No more than 07 working days for common, ordinary matters, such as feedback on the quality of customer care service or incorrect ticket information.
  • No more than 10 working days for complex matters requiring verification with multiple parties or dependent on the verification results of a relevant unit.

Vanmieu.gov.vn shall endeavour to verify the information and resolve the complaint promptly and in a timely manner in order to safeguard the Customer's interests. In cases beyond the ability and authority of vanmieu.gov.vn, the Centre shall request the Customer to bring the matter before the competent State authority for resolution in accordance with the law.

4. Measures and tools supporting the resolution of feedback, requests, and complaints

In order to support the resolution of feedback, requests, and complaints, vanmieu.gov.vn applies one or more of the following measures:

  • Storing transaction history information on the system;
  • Storing the content of exchanges between the parties;
  • Examining vouchers, receipts, and related documents;
  • Receiving and storing evidence provided by the customer;
  • Assigning a dedicated department to receive and handle the matter;
  • Retaining resolution records in service of examination and reconciliation when necessary.

5. Grounds and procedure for issuing a resolution decision

The outcome of the resolution of feedback, requests, or complaints is considered by vanmieu.gov.vn on the basis of:

  • Information provided by the customer and the relevant parties;
  • Data stored on the system of vanmieu.gov.vn;
  • Transaction history;
  • The contract, terms of use, and policies published on the website;
  • The provisions of the applicable law;
  • Other lawful documents and evidence.

The resolution decision is issued after vanmieu.gov.vn has completed the verification and evaluation of all related records.

In the event that the parties do not agree with the resolution outcome of vanmieu.gov.vn, the parties have the right to continue negotiating or to request the competent State authority to resolve the matter in accordance with the provisions of law.