KHAI HOAN RESOLVING COMPLAINTS POLICY

Step 1: Receive complaint

All of the customers’ complaints related to the use of products and services will be received through channels: support phone numbers/ customer care, email, fanpage facebook…

Step 2: Analyze complaint

– For complaints in person or over the phone that have enough information to be resolved immediately, the customer service department will respond immediately to you as required.

– For complaints that do not have enough information or cannot be resolved immediately, we will report back to you and ask for information to discuss.

– Check the list of customers and related information, coordinate with relevant departments to find out the cause and follow up, and work with you to get more information about complaints to coordinate with other departments to handle.

Step 3: Identify the causes and resolve complaint

– The resolving complaints department coordinates with other relevant departments to identify the causes of the complaints.

– Proposing the higher level to come up with a solution.

Step 4: Answer, resolve your complaint

– Reply directly, or through email and customer support channels.

– Respond in document to complainer about the results. In case the complaint is resolved when the service user directly complain and reach the agreement of two parties, the department in charge does not need to issue a complaint receipt form, but must make a record of the result and save it.

– Send the documents to the relevant departments.