Resolving complaints of multi-level marketing participants
HANDLING PROCESS OF INDEPENDENT REPRESENTATIVE’S COMPLAINTS
Object and method of sending Request
Object
Independent Representative has questions, complaint, other requests (hereinafter referred to as “Request”) regarding products, business activities of Company violation of another Independent Representative has violated the Multi-level Sale Agreement, the Policies and Procedures or other Company’s policies.
Method of sending Request
- Via direct contact: At Company’s office at 13 Pham Viet Chanh Street, Nguyen Cu Trinh Ward, District 1, Ho Chi Minh City during working time:
- From Monday to Friday: 9h - 18h
- Saturday: 9h - 14h
- Sunday: Not working
- Via telephone: Independent Representative can call directly to phone number 028.7300.0875 during the above working time of the Company to present his/her Request.
Company has signed a Telecommunications service contract for the phone number 028.7300.0875 and has a Phone service contract and a Fixed telephone service annex. Currently, our phone system is working stably to support and continues to monitor all cases.
- Via post office: Independent Representative can send letter to Company’s office at 13 Pham Viet Chanh, Nguyen Cu Trinh Ward, District 1, Ho Chi Minh City.
- Via email: Independent Representative may submit a requests form via Company email address [email protected].
Proceeding on resolving Request
In case of sending Request via direct contact
- Step 1: Receiving Request
The Company's Network compliance department will provide the request form for Independent Representative. Company’s staff will and guide the applicant to complete information fully and only receive after the request form been filled in full the required information.
- Step 2: Certifying Request
After completing Step 1, the Company’s Network compliance department will make a record confirming receipt of the Independent Representative's Request
- Step 3: Proceeding to resolve Request
- In case Request is inquiries / other requests
- Within five (05) working days from the confirmation date of receiving Independent Representative’s Request as Step 2 as above, the Company will send the Independent Representative's inquiries to the relevant departments to study and resolve the Request.
- Within ten (10) working days from the confirmation date of receiving Independent Representative’s Request as Step 2 as above, the Company will send a written response or email to the address provided by Independent Representative in the Step 1.
- If the Independent Representative is still unclear about the Company's response, the Independent Representative may continue responding to the Company and the Company will clarify the Request according to the timeline, the processes and procedures as above.
- In case Request is complaints
- Within five (05) working days from the date of confirmation of receipt of the Independent Representative's Complaint as mentioned in Step 2 above, the Company will submit other inquiries/requests of the Independent Representative to the relevant departments to study and resolve the Request.
- Within thirty (30) working days from the date of confirmation of receipt of the Independent Representative's Complaint as mentioned in Step 2 above, the Company will send a written or emailed complaint resolution to the address or email that the Independent Representative provided when the Company received the Request at Step 1.
- If the Independent Representative still does not agree with the outcome of the Company's complaint settlement, the Independent Representative may continue to respond to the Company using the contact forms and resolution procedures as outlined above.
- In the event Independent Representative complains about the Company's decisions that affect his/her legal interests and rights, within thirty (30) business days from the confirmation date of receipt of the Independent Representative's Request as stated in Step 2 above, the Company will send a written settlement on complaint to the address provided by the Independent Representative when the Company receives the Request at Step 1. If the Independent Representative has not yet agreed with Company’s settlement result on complaint, the Independent Representative may continue to respond to the Company in the contact forms and resolution procedures as above.
- Step 4: Finish Request
Save all dossiers relating to Request and finish Request.
In case of sending Request via telephone
- Step 1: Receiving Request
On the basis of information provided by Independent Representative via phone call, Company's Network compliance department staff will fill in the Company's requests form.
- Step 2: Certifying Request
Within five (05) working days from the date the Company receives the Request by phone call of the Independent Representative, the Company will send a message to the phone number that the Independent Representative provided to confirm receipt of Independent Representative’s Request.
- Step 3: Proceeding to resolve Request
- In case Request is inquiries
- Within five (05) working days from the confirmation date of receiving Independent Representative’s Request as Step 2 as above, the Company will send the Independent Representative's inquiries to the relevant departments to study and resolve the Request.
- Within ten (10) working days from the confirmation date of receiving Independent Representative’s Request as Step 2 as above, the Company will send a written response or email to the address provided by Independent Representative in the Step 1.
- If the Independent Representative is still unclear about the Company's response, the Independent Representative may continue responding to the Company and the Company will clarify the Request according to the timeline, the processes and procedures as above.
- In case Request is complaints
- Within five (05) working days from the date of confirmation of receipt of the Independent Representative's Complaint as mentioned in Step 2 above, the Company will send other inquiries/requests of the Independent Representative. Make up to relevant departments to study and resolve Requests.
- Within thirty (30) working days from the date of confirmation of receipt of the Independent Representative's Complaint as mentioned in Step 2 above, the Company will send a written or emailed complaint resolution to the address or email that the Independent Representative provided when the Company received the Request at Step 1.
- If the Independent Representative still does not agree with the outcome of the Company's complaint settlement, the Independent Representative may continue to respond to the Company using the contact forms and resolution procedures as outlined above.
- Step 4: Finish Request
Save all dossiers relating to Request and finish Request.
In case of sending Request via mail or email
- Step 1: Receiving Request
Please state all requests, complaints and accurate contact information of Independent Representative mailing such as: address; phone number; full name of Independent Representative; complaint issues in email for Company to track and respond promptly.
- Step 2: Certifying Request
Within five (05) working days from the date the Company receives the Request via mail or email of the Independent Representative, the Company will email the Independent Representative's email address or send a message to the telephone number that Independent Representative provides to confirm receipt of the Independent Representative's Request.
- Step 3: Proceeding to resolve Request
- In case Request is inquiries
- Within five (05) working days from the confirmation date of receiving Independent Representative’s Request as Step 2 as above, the Company will send the Independent Representative's inquiries to the relevant departments to study and resolve the Request.
- Within ten (10) working days from the confirmation date of receiving Independent Representative’s Request as Step 2 as above, the Company will send a written response or email to the address provided by Independent Representative in the Step 1.
- If the Independent Representative is still unclear about the Company's response, the Independent Representative may continue responding to the Company and the Company will clarify the Request according to the timeline, the processes and procedures as above.
- In case Request is complaints
- Within five (05) working days from the date of confirmation of receipt of the Independent Representative's Complaint as mentioned in Step 2 above, the Company will send other inquiries/requests of the Independent Representative. Make up to relevant departments to study and resolve Requests.
- Within thirty (30) working days from the date of confirmation of receipt of the Independent Representative's Complaint as mentioned in Step 2 above, the Company will send a written or emailed complaint resolution to the address or email that the Independent Representative provided when the Company received the Request at Step 1.
- If the Independent Representative still does not agree with the outcome of the Company's complaint settlement, the Independent Representative may continue to respond to the Company using the contact forms and resolution procedures as outlined above.
- Step 4: Finish Request
Save all dossiers relating to Request and finish Request.
