Our quality commitment policy has shown that customer satisfaction is the key to our success. However, the stages of a service process from production to distribution to deliver products to customers can sometimes lead to unexpected disputes and complaints. And the solution when disputes arise that the Company always promotes is Alternative Dispute Resolution (ADR), a system of measures to resolve disputes outside of court, including forms such as mediation, arbitration, negotiation and mediation. Therefore our ‘COMPLAINTS POLICY’ is to prioritize ‘Alternative Dispute Resolution’. And our customer complaint handling process is as follows:

• Step 1: Customers complain about goods/services via email: info@dientht.vn or Hotline HOTLINE: 0904 331 968
• Step 2: The customer service department will receive customer complaints. Depending on the nature and severity of the complaint, the Company will take specific measures to interact with the customer to resolve the dispute.
• Step 3: The Company also requires the buyer to provide complete information/documents related to the transaction product and other relevant information.
• Step 4: In cases beyond the Company’s ability and authority, the management board will request the buyer to bring the case to a competent state agency for settlement in accordance with the law. The Company respects and strictly implements the provisions of the law on protecting the rights of customers (consumers). Therefore, the Company always provides complete, accurate, honest and detailed information related to the products. All acts of fraud and cheating in business are condemned and must bear full responsibility before the law. If through conciliation and negotiation, the conflict arising from the transaction between the buyer and the Company cannot be resolved, one of the two parties, the buyer and the Company, will have the right to ask the competent legal authority to intervene to ensure the legitimate interests of the parties, especially for the customer. Any controversy, complaint or dispute arising from or relating to transactions at the Company or these Terms and Conditions shall be resolved by negotiation, conciliation, arbitration and/or Court in accordance with the Law on Consumer Protection Chapter 4 on Dispute Resolution between consumers and organizations and individuals trading in goods and services.

Complaint handling time : According to internal regulations, from the time the system records a complaint from the buyer, within 1 working day at the latest, the responsible department is responsible for receiving, verifying and responding to customer complaints. Within 1 working day, the responsible department will verify and respond True or False and reply to the customer.

+ If the complaint is correct, the Company will resolve it immediately or within 72 working hours (excluding weekends and holidays) from the time of receiving the complaint. In specific cases where more time is needed, the Company will negotiate with the customer on the specific time to respond to complaints.

+ If the complaint is incorrect, the Company has the right to refuse to resolve it and state the reason.

For any customer feedback on our service quality, please contact:

THT VIETNAM ELECTRIC JOINT STOCK COMPANY

Address: No. 16, Lane 155, Tay Son Street, Quang Trung Ward, Dong Da District, City. Hanoi

Office: No. 19-20, Block A, Intimex Center, Lane 238, Hoang Quoc Viet Street, Co Nhue 1 Ward, Bac Tu Liem District, City. Hanoi

HOTLINE: 0904 331 968 – Website: dientht.vn – Email: info@dientht.vn