Complaint resolution

1. COMPLAINT HANDLING POLICY

- MID Vietnam receives all customer complaints related to products/services via Website, Hotline or Email,...

- Maximum complaint handling time is 7 working days from the date of receipt of the complaint.

2. COMPLAINT HANDLING PROCESS

When a dispute arises, MID Vietnam prioritizes negotiation and conciliation to maintain customer trust. The complaint resolution process includes the following steps:

Step 1: Customers submit complaints via email, hotline, application or directly at MID Vietnam's office.

Step 2: The customer care department receives and processes complaints, applying appropriate measures based on the nature and extent of the problem.

Step 3: MID Vietnam requires customers to provide complete and accurate information related to the transaction or product.

Step 4: MID Vietnam Management Board will arbitrate the dispute if either party requests.

Step 5: If the case is beyond the capacity and authority of MID Vietnam, the company will request the customer to transfer the case to the competent State agency for settlement according to the law.

3. RECEIVING INFORMATION

1. Email: support@midvietnam.com

2. Hotline: 0899 19 19 19

3. Address: Room 903 9th Floor, Diamond Plaza Building, 34 Le Duan, Saigon Ward, Ho Chi Minh City.