1. Customer Complaints Handling Procedure
General Principles:
Customers using Pro ID’s services are guaranteed legal rights as per the agreements in the contract and regulations of the law.
All customer inquiries and complaints regarding service quality will be received and resolved promptly, in a spirit of openness and goodwill. The maximum resolution time is within 20 days.
Time Limits for Complaints:
The receipt and resolution of customer complaints will be documented and answered in writing, in accordance with current legal regulations.
- No more than 90 days for service quality issues.
- No more than 30 days for business-related issues.
2. Steps and Procedures for Resolution
Step 1: Receiving Feedback and Complaints
When there are inquiries or complaints about service quality, customers can contact Pro ID through the following methods:
- Directly meet with the Customer Service Department at any of our branches.
- Call +84986851829
- Send an email to: sales@proid.vn
- Mail a request/complaint letter to: Lot 48 BT5, Cau Buou New Urban Area, Tan Trieu Commune, Thanh Tri District, Hanoi.
Note:
- In the email or letter, please clearly state the content of the feedback, complaint, the request to be addressed, and provide any relevant documents or information related to the service used.
Step 2: Resolution
- If customers contact us in person, Pro ID will create a “Receipt Form” to document the details of the incident, customer feedback, and requests.
- Immediately after receiving the customer’s email or letter, Pro ID will verify and check the content of the feedback. Within 48 hours, Pro ID will send a response letter (if the issue has been resolved or if more information needs to be exchanged) and/or an invitation letter to the customer to directly work on resolving the complaint.
- In complex cases involving multiple parties or requiring additional time for verification and resolution, the resolution time may be extended, but will not exceed 20 days.
Step 3: Second Resolution Attempt
- If the customer is not satisfied with Pro ID’s resolution, we will send a response letter or a second invitation letter with the intention of reaching an agreement between both parties.
- If the customer still does not agree with Pro ID’s second resolution attempt, they may submit a request to the regulatory authority or file a lawsuit in court.
