Step 1: Receive complaints and consultancy request
Customer can contact support center by
Deadline for complaint: 07 working days from the day of the incident. In case products, programs or services stipulate a specific time limit for complaints, they shall be calculated according to such regulations.
In case the type of complaint has a specific form, it shall be applied in that form.
When receiving the request: Customer support department is responsible for the resolution. If it is not able to resolve, it can confirm the request and transfer it to the responsible department.
Customers must provide relevant information, documents and documents at the request of Customer Support.
Step 2: Analysis and evaluation to provide the next support direction:
For requests that need additional information, Customer Support Department will continue to solve the request in the following directions:
For the request, it is necessary to add information to the Customer Support Department about related issues to facilitate the settlement process.
Receiving additional information from customers and analyzing the next solution.
For requests that Customer Support Department can handle immediately, solve in the following directions:
The support department processes and saves the required information.
Answer customer requests or inform support results.
For requests under the jurisdiction of the relevant Department, the Customer Support Department will continue to deal with the following directions:
The support department transfers requests to relevant department
The relevant department handles and provides results information to Customer Support.
Step 3: Answer customers
Deadline for reply: 10 working days from the date of receiving the complaint. In case products, programs or services have a specific time limit for settling complaints, such provisions shall apply.
The answer method will be in different forms: email, text, phone or direct reply to customers.