EPI – Dispute & complaint resolution policy

Dispute and complaint resolution policy 1. Scope of dispute and complaint handling EPI Vietnam Technology Co., Ltd. (EPI Vietnam) resolves alla Dispute & complaint resolution policy

1. Scope of handling disputes and complaints

EPI Vietnam Technology Co., Ltd. (EPI Vietnam) resolves all disputes and complaints related to:

– Transactions on website epi-tech.com

– Transactions on EPI Vietnam Fanpage

– Direct transactions at EPI Vietnam system.

The principle of handling disputes and complaints is NEGOTIATION in the spirit of goodwill and mutual benefit. Any disputes arising between Customers and EPI Vietnam, during transactions on the Website, Fanpage or directly at the Head Office will be negotiated and resolved by the parties in the spirit of goodwill and mutual benefit.

In case the dispute cannot be resolved by itself, either Party has the right to bring the case to a competent state agency for resolution. In such case, EPI Vietnam commits to fully comply with all legal requests/decisions of competent state agencies.

2. Address to send and resolve disputes and complaints

Customers send complaint information to the address:

EPI Vietnam Technology Co., Ltd.

Website: https://epi-tech.com.vn/

Headquarter in Hanoi:

Address: No. 44M2, Lane 37, Tran Kim Xuyen Street, Yen Hoa Ward, Cau Giay District, Hanoi, Vietnam

Phone: (024) 73.017.448 – (024) 62.817.448

Fax: (024) 73.017.448; Email: info@epi-tech.com.vn

3. Steps to resolve disputes and complaints

When disputes arise, EPI Vietnam always promotes negotiation and conciliation solutions between the parties to ensure all Customer interests and Customer trust in EPI Vietnam’s service quality. Follow these steps:

Step 1: EPI Vietnam’s Customer Care Department will receive complaints/requests for support from customers via phone number (024) 73.017.448, via online mailbox at Fanpage EPI Vietnam Technologies or online. Next at EPI Vietnam’s Operations Headquarters.

Based on the Customer’s request, the relevant Departments of EPI Vietnam will proactively resolve quickly and immediately respond to the results of resolving complaints to Customers, on the basis of the Company’s policies. published in connection with Customer disputes and complaints.

Step 2: In cases that are complicated or not specified in the policies announced by the Company, the Customer Care Department/Sales Department or other relevant departments of EPI Vietnam will commit to the deadline. Customer response deadline is no more than 5 working days.

Step 3: Transfer the complaint resolution results to the relevant departments for implementation and call to confirm with the Customer that the complaint has been resolved within the next 5 working days.

4. Other regulations

EPI Vietnam respects and seriously implements the provisions of law on protecting the rights of customers. However, Customers are required to provide complete, accurate, honest and detailed information related to products, services and transactions. Any acts of fraud or deceit during the complaint/request for support process will be refused to be resolved and EPI Vietnam has the right to refer these cases of fraud or deceit to competent state agencies. to resolve according to the provisions of law.

The Customer and EPI Vietnam will have a role and responsibility in actively resolving the problem. Customers need to be responsible for providing documents and papers to authenticate information related to the incident being complained about, protecting their legitimate rights and interests. In case the Customer believes that his or her legitimate rights and interests are affected or that the results of complaint resolution and support from EPI Vietnam are unreasonable and do not meet the Customer’s requirements, the Customer may the right to bring the case to be resolved at the competent state agencies according to the provisions of law.

In addition, EPI Vietnam is responsible for receiving information from Customers and resolving it according to the Company’s current regulations and policies and relevant provisions of current law.