At Vietnam Manual, client satisfaction is the highest measure of our service quality. We value all comments and feedback and are committed to working with our customers to resolve any issue transparently and thoroughly.
To ensure that support is provided as quickly and effectively as possible, we apply the following complaint receipt and resolution procedure:
- Channels for receiving complaints
Customers may submit complaints and feedback through the following channels:
- Online (preferred): Send an email to consulting@vietnammanual.com or a WhatsApp message to 035 9527 482.
- In person: Call the Hotline at 035 9527 482 or visit our office at: Room 903, 9th Floor, Diamond Plaza Building, 34 Le Duan, Ben Nghe Ward, District 1, Ho Chi Minh City.
- Handling procedure
Step 1 – Receipt: The customer submits the complaint (with photos, contracts, receipts, etc., if any) through the above channels.
Step 2 – Verification: The Board of Directors and the relevant department check and verify the information, identify the cause, and inform the customer of the proposed resolution.
Step 3 – Resolution: Vietnam Manual proposes a solution (correcting the dossier, refunding fees, compensation, etc.). Both parties give priority to negotiation and conciliation. If no agreement is reached, the matter will be referred to the competent authority or a Court in Ho Chi Minh City for resolution.
- Resolution time limits
- Initial response (acknowledgement of receipt): within 24 – 48 working hours.
- Ordinary issues: handled within 1 – 3 working days.
- Complex complaints: reviewed in depth and fully resolved within 7 – 10 working days.
- Tools and measures to support resolution
To ensure that complaints are handled transparently and effectively, Vietnam Manual applies the following tools and supporting measures:
- Internal electronic records system: Allows the Board of Directors to quickly retrieve correspondence emails, contracts, accounting documents and filing progress in order to verify the accuracy of the complaint.
- Online/in-person meetings: We provide video meeting tools (Google Meet, Zoom) or invite customers to our office to meet directly with the specialist in charge and the Board of Directors to compare information, explain the applicable law and resolve any issues.