1. General principles
Customers using ADSMO services are guaranteed legal rights, according to the agreement in the contract and the provisions of law.
All customer inquiries and complaints related to service quality are received and resolved promptly, in the spirit of openness and goodwill. Maximum settlement time within 20 days.
Time limit for complaints and lawsuits:
– No more than 90 days for service quality issues.
– No more than 30 days for business issues
Receiving and resolving customer complaints are recorded and responded to in writing. Comply with current legal regulations.
2. Procedures for handling
Step 1: Receiving feedback and complaints
When having questions or complaints about service quality, customers can contact ADSMO in the following ways:
– Directly meet the Customer Care Department at the company.
– Call 0356.105.388 – 0356.105.488 .
– Send an email to: info@adsmo.vn
– Send a request/complaint by post: 22 Pho Moi, Thuy Son commune, Thuy Nguyen district, Hai Phong city
Note:
– In the email or application, please clearly state the content of the reflection, complaint, request to be resolved and provide documents and information related to the service and use of the service case.
Step 2: Resolution
– If the customer contacts to work directly, ADSMO will create a “Receipt Form” – recording the content of the incident, feedback and customer requests.
– Immediately after receiving or receiving the customer’s email or application, ADSMO will proceed to verify and check the feedback content. And within 48 hours, ADSMO will have a Response Letter (if it has been resolved or needs to be discussed, provided with more information…) and/or an Invitation Letter sent to the customer – to work directly, resolve complaints, and feedback.
– In case the matter is complicated, involves many parties or requires time to verify, resolve…, the resolution time will be longer. But not more than 20 days.
Step 3: Second settlement
– If the customer has not/does not agree with ADSMO’s settlement, we will have a Reply Letter or Invitation Letter (second time) with the hope of reaching an agreement between the two parties.
– If the customer still does not/does not agree with ADSMO’s second settlement, they can send a Petition to the management agency or file a lawsuit in Court.
