VI
ENArticle 1. Matters accepted
ECM Global receives feedback and complaints concerning advice provided, service progress, quotations, payments, deliverables, information security, refunds and issues arising during the provision of services.
Article 2. Contact channels
Customers may submit feedback or complaints by email to [email protected] or through Zalo at (+84) 334.816.561.
Article 3. Information to provide
To assist verification, please provide your name, contact details, the service name or case reference if available, details of the feedback, relevant documents or evidence if available, and your proposed resolution.
Article 4. Resolution procedure
Step 1: Receive and acknowledge the feedback. Step 2: Review the contract, records and relevant communications. Step 3: Inform the customer of the verification results. Step 4: Take remedial action, make adjustments or issue a refund if the applicable conditions are met. Step 5: Notify the customer of the outcome and retain the resolution records.
Article 5. Dispute resolution
ECM Global prioritises resolving disputes through negotiation and mediation. If the parties cannot reach an agreement, either party may refer the matter to the competent authority for resolution in accordance with the law.