1. General Complaint Principles General complaints:
Customers using eSmart's services are guaranteed their legal rights as outlined in the service agreement and in accordance with applicable laws.
All customer inquiries or complaints regarding service quality will be received and resolved promptly, in a spirit of cooperation and goodwill. The maximum resolution time is within 10 days.
The receipt and resolution of customer complaints will be documented and responded to in writing or through other means as necessary, in compliance with current legal regulations.
2. Procedures for Complaint Resolution:
Step 1: Receiving Feedback and Complaints
When customers have inquiries or complaints regarding the quality of services, they can contact eSmart through the following methods:
Directly meet the Customer Care Department at the company office or contact the Customer Care Department via:
- Telephone: 0949 502 444
- Email: dichvukhachhang@esmart.vn
Submit your request/complaint by post: 3rd Floor, An Phu Plaza Building, 117 - 119 Ly Chinh Thang, Vo Thi Sau Ward, District 3, Ho Chi Minh City.
If customers choose to contact eSmart in person, a "Receipt of Information" document will be created to record the details of the incident, the customer's feedback, and their requests.
Step 2: Resolution
The individuals and departments authorized by eSmart will conduct a review and verification of the customer's complaint to provide a final resolution.
Step 3: Reply to customers
When the verification results are available, Smart Business Support Joint Stock Company will respond to the customer through various means: phone call, in-person meeting, written response, or email, depending on the initial method of the complaint.
In the event that the customer does not agree with the resolution result, within the next 7 days, the responsible functional department will review the complaint information from the beginning and respond to the customer.
Step 4: Conclusion of the Complaint
After the relevant department has completed the resolution of the complaint, the Customer Service Department will proceed to contact and survey the customer's satisfaction regarding that information.
Maintain Records of Information and Conclude the Complaint.
