COMPLAINT RECEIPT AND RESOLUTION POLICY

1. Complaint Resolution Mechanism

All complaints from customers shall be resolved on the basis of mutual negotiation and settlement.

In the event that the parties are unable to reach an agreement as expected, either party shall have the right to refer the matter to the competent state authority for resolution in accordance with applicable laws.

In the event of any incident caused by the Company’s fault, we will immediately take the necessary measures to ensure the legitimate rights and interests of our customers.

2. Methods for Submitting Complaints

Customers may submit complaints and request the Company to resolve them through the following methods:

Method 1: Call our hotline: 0235.3823823

Method 2: Send an email to: admin@dulichhungcuong.com.vn

Method 3: Visit us directly at the following address: Trung Dan Hamlet, Phu Ninh Commune, Da Nang City, Vietnam

3. Complaint Handling Procedure

Step 1: Submit a Complaint

Customers submit complaints regarding services or any rights and interests that have not been fully protected through one of the methods specified above.

Step 2: Receipt and Processing of Complaint

The Company shall receive the customer’s complaint and proceed with verification of the relevant information.

Step 3: Response to Customer

The Company shall provide the customer with the complaint resolution result within 03–05 working days from the date the verification and information processing are completed.

The Company will make every effort to verify the information and resolve complaints promptly and efficiently to ensure the rights and interests of customers.