I. COMPLAINT RESOLUTION PROCESS

Complaint resolution timeframe: Complaints are addressed based on the current published standards for postal service quality.

1. Receiving complaints: 

Customers can file complaints through the following methods:

• In-person or by mailing to address: 28 Street No. 6, Ward 10, Tan Binh District, Ho Chi Minh City.
• By phone: 1900 633 027
• By email: cskh@sglink.vn
• Upon receiving a complaint, the company will issue a receipt acknowledgment within five (5) days.
• If a complaint is not accepted, the company will notify the complainant in writing within five (5) days, providing reasons for refusal.

2. Complaint handling: 

The customer service department is responsible for handling and resolving complaints.

Upon receiving a complaint, the customer service team will verify the information, prepare a resolution report, and submit it for management approval.

The company will resolve complaints within the stipulated timeframe and notify the complainant of the resolution in writing.

If a resolution is reached immediately during a direct visit by the customer, no receipt acknowledgment is required, but the resolution outcome must be documented and filed.

3. Customer feedback: 

The company will notify the complainant of the resolution within the stipulated timeframe; if the complainant does not receive a response or disagrees with the resolution, they have the right to request dispute resolution.

Disputes will be resolved through negotiation and mediation, documented in writing. If unresolved, disputes will be referred to legal authority.

4. Complaint record storage: 

Complaint records for each customer will be stored by the customer service department and will include: Complaint forms, acknowledgment receipts, supporting documents, meeting minutes, resolution reports, and written resolution notifications.

II. TIMEFRAME FOR COMPLAINTS

Loss of mail or delivery delays: Complaints must be submitted within six (6) months from the end of the announced delivery timeframe.

Damaged, deteriorated mail, or disputes over fees and other issues: Complaints must be submitted within one (1) month from the delivery date.

Complaint resolution timeframe: Three (3) months from the receipt of a written complaint.

Compensation resolution timeframe: Thirty (30) days from the date the parties confirm liability in writing.

III. TRÁCH NHIỆM BỒI THƯỜNG THIỆT HẠI

If the Postal Service Provider fails to meet the announced delivery timeframe and the Customer provides evidence of this failure, the company will refund the service fee to the customer.

For Parcels that are partially lost, damaged, or tampered with, compensation will be based on the actual damage incurred, but it will not exceed the full compensation limit for the service.

In cases where the Parcel is completely lost, damaged, or tampered with, the company will compensate at a rate of 9 USD per kilogram (calculated in 500-gram increments, with any remaining weight rounded up to 500 grams), with a minimum of 30 USD per mail item, in addition to refunding the service fee.

The company will not be liable for compensation in the following cases:

• The damage occurs entirely due to the customer's breach of contract or the inherent nature or defects of the contents in the Parcel.
• The customer cannot provide proof of sending or evidence of loss or damage to the mail item.
• The Parcel has been delivered, and the recipient did The Parcel was confiscated or destroyed in accordance with legal regulations.
• The customer did not follow the company's complaint procedures.