Step 1. Receive complaints
Receiving complaints via channels: Hotline support / customer care (028) 7308 0708, and email support@usdc.vn.

Step 2. Analyze complaints
– For complaints in person or by phone that have sufficient information, it can be solved immediately: Customer care department responds immediately to the customer on request;
– For complaints that are not sufficient or cannot be resolved immediately, do: Report to the customer and ask for information to exchange and work (employee information, email, phone, or documents). from customer if any)
+ Check working logs and related information, coordinate related departments to find out the cause and track, and work with customers to get more complaint information to coordinate with other departments to handle. .
+ If the complaint is not related to the receiving department, transfer the complaint to the relevant department to handle the complaint. At the same time customer feedback within 24 hours. If additional errors arise, coordinate customer monitoring for handling.

Step 3. Identify the causes of arising and resolving complaints
– Complaint handling unit coordinates with other related departments to identify the cause of complaints;
– The top-level proposal proposed a solution.

Step 4. Answer / resolve customer complaints
– Answer directly, via email, or support channel.
– Give a written response to the complainant about the outcome of the complaint. In case the complaint is resolved immediately when the service user comes directly to the complaint and reaches an agreement between the two parties, the responsible department does not need to issue a complaint receipt, but must record the result. solve and save on file.
– Send the relevant parts to resolve the problem that arises a complaint (if the cause is the fault of the service provider).

Step 5. Completion of a complaint
– Save information; Summarizing, drawing experience.
Time limit for settling complaints: Within 20 working days after receiving the complaint.