Complaint handling process
1. General priciples
- Customers using CCK services are guaranteed legal rights, according to the agreement in the contract and the provisions of the law.
All customer inquiries and complaints related to service quality are received and resolved promptly, in the spirit of openness and goodwill. Maximum resolution time is 20 days. Time
limit for complaints and lawsuits:- No more than 90 days for service quality issues.
- No more than 30 days for business matters.
2. Procedures and formalities for resolution
- Step 1: Receive feedback and complaints
- When having questions or complaints about service quality, customers can contact CCK through the following methods
Contact us
Call
Submit request
Send Email
Meet in person
Directions
- Note:
- In the email or Application, please clearly state the content of the feedback, complaint, request to be resolved and provide documents and information related to the service and service usage.
- You can click here to download the “Request for Resolution” form for reference.
- Note:
- Step 2: Solve
- If the customer contacts to work directly, CCK will create a “Receipt Form” – recording the content of the incident, feedback and requests of the customer.
- Immediately after receiving or receiving the customer’s email or application, CCK will verify and check the content of the feedback. And within 48 hours, CCK will have a Response Letter (if it has been resolved or needs to be discussed, provided with more information, etc.) and / or an Invitation Letter sent to the customer – to directly work and resolve the complaint or feedback.
- In case the matter is complicated, involves many parties or requires time to verify, fix, etc., the resolution time will be longer. But not more than 20 days.
- Step 3: Solve the second time
- If the customer has not/does not agree with CCK resolution, we will have a Reply Letter or Invitation Letter (2nd time) with the hope of reaching an agreement between the two parties.
- If the customer still does not/has not agreed with the second settlement of CCK, they can send a Petition to the management agency or file a lawsuit in Court.