Guideline complaint handling process
Contacts to handle customers’ complaints
If you have any problems with our services, please contact
Northern region:
  • Hotline: 0929.890.057 / 0922.382.143
  • Address: 6th floor, Lotus Building, 2 Duy Tan, Dich Vong Hau ward, Cau Giay District, Hanoi.
Central region:
  • Hotline: 0922.350.845
  • Address: 121 Dang Huy Tru, Lien Chieu District, Da Nang City.
Southern region:
  • Hotline: 0922.0387.655
  • Address: 385 C Nguyen Trai, Nguyen Cu Trinh Ward, District 1, Ho Chi Minh.
Receiving and handling complaints procedure
The procedure following Circular No. 05/2011/TT-BTTTT and Circular No. 08/2013/TT-BTTTT
Steps to follow
Step 1. Receiving complaints
  • Complaints should be received at points of transactions via customer service phone numbers, texts, emails…
Step 2. Analyzing complaints
  • For complaints in person or complaints via phone with adequate information or complaints that can be solved quickly: respond to customers’ complaints immediately
  • For complaints with inadequate information or complaints that can not be solved quickly:
    • Reply in form of written messages within 02 days from the date of receiving the complaint (for complaints in writing, email, phone ...) or send the customer a copy of the complaint receipt form with teller’s confirmation for direct complaints at transaction points
    • Pass the complaint to the department/unit in charge of complaint settlement
Step 3. Tracking causes of problems and settling customers’ complaints
  • Department/unit in charge of settling customers’ complaints should cooperate with relevant units to determine the cause of problems.
  • Propose appropriate solutions to the authorities for assessment and approval.
Step 4. Responding/ Settling customers’ complaints
  • Prepare document to satisfactorily answer customers about their problems
  • Send the document to relevant units so that they can fix the problem ( if it is their fault when providing the services)
Step 5. Closing the complaint
  • Save relevant documents, draw conclusions about the problem and lessons to learn.
Time limit for complaint settlement
The maximum time limit for complaint settlement can not exceed 20 working days (excluding weekends and holidays from the date of complaints’ receipt)