COMPLAINT HANDLING POLICY
In order to protect the legitimate rights and interests of customers and continuously improve product and service quality, Unichem - Viet Nam establishes and applies this Complaint Handling Policy with the following provisions:
1. Purpose
- To ensure that all customer complaints are received and handled in a timely, transparent, and fair manner.
- To enhance customer satisfaction and strengthen the credibility and reputation of Unichem - Viet Nam.
2. Scope of Application
This policy applies to all complaints related to:
- Products supplied by Unichem - Viet Nam
- Sales services, delivery, payment, and after-sales support
- Issues arising during the execution of contracts or purchase orders
3. Complaint Submission Channels
Customers may submit complaints through the following channels:
- Email: unichemvietnam.co.ltd@gmail.com
- Hotline: +84 985 100 309
- Written documents submitted directly at the office or factory of Unichem - Viet Nam
The complaint should clearly state:
- Customer information
- Description of the complaint
- Relevant documents, images, or evidence (if any)
4. Complaint Receipt and Processing Time
- Complaint receipt: Within 24 working hours from the time the complaint is received.
- Processing time:
+ Simple complaints: 01 – 03 working days
+ Complex complaints requiring verification or technical inspection: 03 – 07 working days
If additional time is required, Unichem - Viet Nam will notify the customer accordingly.
5. Complaint Handling Principles
- Complaints are handled in a spirit of cooperation, goodwill, and compliance with applicable laws.
- Objectivity and transparency are ensured, based on factual evidence and contractual agreements.
- Customer information is kept strictly confidential throughout the complaint handling process.
6. Resolution Methods
Depending on the nature and severity of the complaint, Unichem - Viet Nam may apply one or more of the following measures:
- Correction or remedial actions
- Product replacement or compensation in accordance with mutual agreement
- Other appropriate solutions in line with company policies and signed contracts
7. Cases Where Complaints May Be Rejected
Unichem - Viet Nam reserves the right to reject complaints in the following cases:
- Complaints lacking valid evidence or submitted beyond the allowable complaint period
- Issues arising from improper use, storage, or handling of products contrary to provided instructions
- Force majeure events as stipulated by applicable laws
8. Effectiveness
This Complaint Handling Policy takes effect from the date of publication on the official website of Unichem - Viet Nam and may be amended or updated without prior notice.
