Purpose
Moc An Chau establishes a complaints and feedback mechanism to protect the lawful rights and interests of customers and partners and to improve service quality and customer service standards.
Scope of Reception
Moc An Chau receives feedback, recommendations, and complaints relating to:
- Consultation and quotation content;
- Service quality;
- Coordination during service implementation;
- Information published on the website;
- Other matters relating to transactions or communications with the Company.
Submission Methods
Customers may submit feedback or complaints through:
- Hotline;
- Email;
- Written correspondence;
- The contact form on the website;
- Other official communication channels published by Moc An Chau.
Required Complaint Information
To facilitate prompt handling, the complainant should provide:
- Contact information;
- Details of the matter;
- Date or time of occurrence;
- Relevant documents, photographs, or evidence, where available;
- The specific request or resolution sought.
Handling Principles
Moc An Chau receives, classifies, and handles feedback and complaints in good faith and in a cooperative, transparent manner, while respecting the lawful rights and interests of all parties.
The processing time depends on the nature of the matter and the completeness of the documents and information provided by the complainant.
Handling Results
The outcome will be communicated to the complainant through an appropriate contact method.
Where further verification is required, or the matter involves multiple parties, the processing time may be longer than initially expected.
Governing Language
This Policy is prepared in Vietnamese and may be translated into other languages for reference purposes. In the event of any discrepancy or inconsistency between the Vietnamese version and any translated version, the Vietnamese version shall prevail.
