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METHOD OF RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS

Customers may submit feedback, requests, or complaints through, at a minimum, the methods published by Visit Vietnam on the Platform, including the online method available in the Support Center section on the platform, or another contact method published from time to time.

1. Receipt and processing procedure:

Step 1: The Customer submits the request together with any related information, documents, or evidence, if any;

Step 2:

  • Visit Vietnam records and confirms receipt and classifies the case;
  • Checks the information, reconciles the transaction, and clarifies the matter with the relevant departments/units;

Step 3: Notifies the outcome of processing or the proposed resolution; and implements a remedial measure, refund, transaction adjustment, or other appropriate measure where this falls within Visit Vietnam's responsibility.

2. Rules on the time for receipt and processing:

Visit Vietnam provides an initial response within a period appropriate to each type of request and expects to complete processing within a period not exceeding 07 working days from the date on which complete information is received; Visit Vietnam has the right to extend this once, for a maximum of 07 further working days. Where the case is complex or verification with a third party is required, Visit Vietnam notifies the Customer of the extension and the expected processing time. For urgent requests relating to safety, fraud, or a risk of damage, Visit Vietnam prioritizes processing and applies any necessary interim measures.

3. Measures and tools to support the resolution of feedback, requests, and complaints:

To support the resolution of feedback, requests, and complaints, Visit Vietnam applies one or more of the following measures:

  • Storing transaction history information on the system;
  • Storing the content of exchanges between the parties;
  • Checking documents, invoices, and other related materials;
  • Receiving and storing evidence provided by the customer;
  • Assigning a specialized department to receive and process the matter;
  • Keeping resolution records to support checking and reconciliation when necessary.

4. Grounds and procedure for reaching a resolution decision:

The outcome of resolving feedback, a request, or a complaint is considered by Visit Vietnam on the basis of:

  • Information provided by the customer and related parties;
  • Data stored on the system of Visit Vietnam;
  • Transaction history;
  • The contract, terms of use, and policies published on the website;
  • The law currently in force;
  • Other lawful documents and evidence.

The resolution decision is issued after Visit Vietnam has completed the verification and assessment of the entire related record.

Where the parties do not agree with the resolution outcome of Visit Vietnam, the parties have the right to continue negotiating or to request a competent state authority or a Court to resolve the matter in accordance with the law.