Green International Co., Ltd (G.I.C) is committed to fully protecting the legal rights and interests of customers in accordance with service contract agreements and applicable laws.
All feedback, inquiries, or complaints regarding service quality are received and handled by G.I.C promptly, transparently, and in a spirit of goodwill and cooperation to ensure the highest level of customer satisfaction.
G.I.C commits to:
Receiving and processing complaints objectively, clearly, and in accordance with established procedures.
Ensuring all complaint information is recorded and responded to in writing.
Resolving complaints within a period not exceeding 20 working days, except for special cases requiring further verification.
Statute of Limitations for Complaints
Customers may submit complaints within the following periods:
No more than 90 days for issues related to service quality.
No more than 30 days for issues related to transactions or business activities.
The receipt and handling of customer complaints are carried out in full compliance with current Vietnamese laws.
Step 1: Receipt of Feedback and Complaints
When inquiries or complaints regarding services arise, customers may contact G.I.C through the following support channels:
- In-Person: Customers may visit the Customer Service Department at G.I.C branches directly for assistance and to record feedback.
- Telephone: Support Hotline: 0936665879
- Email: Customers may send requests or complaints to: [email protected]
- Postal Mail: * Receiving Address: 11A Hong Ha, Ward 2, Tan Binh District, Ho Chi Minh City, Vietnam.
Note for Submitting Complaints:
To ensure a fast and accurate processing, please provide full details as follows:
- Specific content of the feedback or complaint.
- Requested resolution.
- Information regarding the service currently in use.
- Relevant documents, images, or evidence (if any).
- Customers may download the “Complaint Request Form” provided by G.I.C for reference and use as needed.
Step 2: Verification and Processing
Upon receiving feedback, G.I.C will proceed to inspect, verify, and evaluate the content of the complaint.
- The processing flow is as follows:
- For customers working directly at the office, G.I.C will issue a Complaint Receipt Slip to record the feedback and the customer’s requirements.
- For complaints sent via email, telephone, or post, G.I.C will conduct verification as soon as possible.
- Within 48 hours of receiving the complaint, G.I.C will:
- Send a Response Letter regarding the processing result (if the issue has been resolved), or
- Send an Invitation Letter for further discussion to reach a consensus on the resolution.
- In cases involving complex matters or requiring coordination with multiple parties, the processing time may be extended but shall not exceed 20 days from the date of receipt.
Step 3: Secondary Resolution
If the customer does not agree with the initial resolution, G.I.C will:
- Send a second Response Letter or Invitation Letter.
- Engage in direct discussions to find a reasonable solution and achieve mutual consensus.
- If the customer remains dissatisfied with G.I.C’s proposed resolution, the customer reserves the right to:
- Submit a petition to the competent regulatory authorities, or
- File a lawsuit in Court in accordance with the law.
