METHOD OF RECEIVING AND RESOLVING COMPLAINTS, REQUESTS, AND REPORTS
Article 1: Resolution Mechanism
All Customer complaints shall be resolved on the basis of negotiation. In the event that a mutually agreeable settlement cannot be reached, either party reserves the right to submit the dispute to a competent State authority for resolution.
In the event of an incident caused by an error on the part of icciholiday.vn, we will immediately take the necessary measures to safeguard the legitimate rights and interests of the Customer.
Article 2: Methods of Submitting Complaints
Customers may submit a complaint to request icciholiday.vn to resolve an issue through any of the following channels:
- Option 1: Call our Hotline: 0963026780
- Option 2: Send an email to: icciholidaypq@icci.com.vn
- Option 3: Send directly to the following address: Units M35-37, Milan Street, Sun Grand City Hillside Residence – The Center, Phu Quoc Island, An Giang Province, Vietnam.
Article 3: Procedures for Receiving and Handling Complaints, Request and Reports
- Step 1: Complaint Submission
Customers submit complaints regarding service quality or unfulfilled rights to icciholiday.vn via the channels specified above.
- Step 2: Intake and Verification
icciholiday.vn will receive Customer complaints and verify the information within 03 working days from the date of receipt.
- Step 3: Resolution and Feedback
Estimated resolution timeline:
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- No more than 07 working days for standard cases;
- No more than 15 working days for complex cases requiring multi-party verification or awaiting findings from relevant third parties.
icciholiday.vn will endeavor to verify information and resolve complaints promptly to protect Customer rights. If a case falls outside the capacity and authority of icciholiday.vn, we will request the Customer to bring the matter to a competent State authority for legal resolution.
Article 4: Support Tools and Measures for Complaint Resolution
To assist in resolving reports, requests, and complaints, icciholiday.vn applies one or more of the following measures:
- Archiving transaction history data on the system;
- Storing communication records between the involved parties;
- Inspecting invoices, receipts, and related documents;
- Receiving and storing evidence provided by the Customer;
- Assigning a specialized department to receive and process complaints;
- Maintaining resolution records for future inspection and cross-referencing needs.
Article 5: Grounds and Procedures for Issuing a Resolution Decision
The outcome of a complaint, request, or report resolution is determined by icciholiday.vn based on:
- Information provided by the Customer and related parties;
- Data stored on icciholiday.vn‘s system;
- Transaction history;
- Contracts, Terms of Use, and policies published on the website;
- Applicable laws and regulations;
- Other legal documents and evidence.
Resolution decisions will be issued after icciholiday.vn completes the verification and evaluation of the entire dossier.
If the parties do not agree with icciholiday.vn‘s resolution decision, they reserve the right to continue negotiations or request a competent State authority or the Court to resolve the dispute in accordance with the law.