LOCOM is committed to handling customer complaints transparently under Vietnam's Law on Consumer Rights 19/2023/QH15 and Decree 72/2013/ND-CP.
1. Complaint channels
2. Acknowledgement and timelines
- LOCOM acknowledges complaints within 24 hours of receipt.
- Simple complaints: resolved within 3 business days.
- Complex complaints: within 7–15 business days; extension notified in advance.
3. Process
- Receive and assign a complaint ID;
- Verify information, technical/log checks;
- Propose resolution (refund, compensation, replacement, fee adjustment);
- Respond and implement remediation;
- Record and improve service.
4. Customer rights
Under law, customers may claim actual damages, unilaterally terminate distance contracts (within statutory limit), and complain/contest per regulations.
5. Dispute resolution
If no agreement, disputes are resolved via negotiation, mediation, or competent authority/court in Vietnam per current law.