Complaint Resolution
1. Customer Complaint Handling Process
General Principles:
- Customers using GreenEcard’s services are guaranteed legitimate rights and benefits in accordance with contractual agreements and applicable laws.
- All questions and complaints from customers regarding service quality will be received and resolved promptly, with sincerity and goodwill. The maximum resolution time is within 20 days.
Complaint and Lawsuit Timeframe:
- The receipt and resolution of customer complaints will be documented and responded to in writing, in strict compliance with current legal regulations.
- No more than 90 days for issues related to service quality.
- No more than 30 days for business-related issues.
2. Procedure for Complaint Resolution
Step 1: Receiving Feedback/Complaints
When customers have questions or complaints about service quality, they may contact GreenEcard via the following methods:
- Directly meet the Customer Service Department at branches.
- Call +84 9024 17606
- Send an email to: greenEcard@vina-aspire.com
- Send a written Request/Complaint by post to: 11th Floor, Deutsches Haus, 33 Le Duan, Ben Nghe Ward, District 1, Ho Chi Minh City
Note:
- In emails or letters, please clearly state the content of the feedback/complaint, the request for resolution, and provide all documents and information related to the service and its usage.
Step 2: Resolution
- If customers work directly with GreenEcard, a “Reception Form” will be issued – recording the incident, feedback, and customer’s request.
- Immediately after receiving an email or written complaint, GreenEcard will verify and review the feedback. Within 48 hours, GreenEcard will provide a Response Letter (if resolved or to request additional information, etc.) and/or a Meeting Invitation to the customer for direct complaint handling.
- In complicated cases involving multiple parties or requiring additional time for verification and remedy, the resolution time may be longer. However, it will not exceed 20 days.
Step 3: Second Resolution
- If the customer disagrees with GreenEcard’s initial resolution, we will send a Second Response Letter or Second Meeting Invitation, aiming to reach a mutual agreement.
- If the customer still disagrees with GreenEcard’s second resolution, they may file a complaint with the competent authorities or initiate a lawsuit in court.
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