04 Important Contents about complaints that media service users in Vietnam should note

04 Important Contents about complaints that media service users in Vietnam should note (Illustrative image)

According to Circular 05/2011/TT-BTTTT, there are 4 important aspects that users of services in the field of information and communication in Vietnam need to note:

1. Principles of Complaint Resolution

The resolution of complaints must be carried out in accordance with the prescribed time limits, the law, and ensure the legitimate rights and interests of service users.

Service users and service providers are encouraged to resolve complaints through agreement and negotiation.

2. Forms of Complaints

Service users can file complaints directly at the headquarters of the service provider or indirectly via telephone; complaints can be made in writing or through email to the service provider about content related to the provided service.

3. Conditions for Complaints to Be Resolved

The complainant must be among the subjects specified in Clause 1, Article 2 of this Circular.

The complaint must be made within the complaint time limit specified in Article 9 of this Circular.

4. Complaint Time Limits

Complaint time limits for postal services:

- Six (06) months from the end of the entire process time of the postal item for complaints about the loss of postal items or delayed delivery compared to the announced entire process time; if the enterprise does not announce the entire process time, this time limit is calculated from the date the postal item is accepted;

- One (01) month from the date the postal item is delivered to the recipient for complaints about damaged or deteriorated postal items, postage rates, and other contents directly related to the postal items.

Complaint time limits for telecommunications and internet services; information technology and electronics; press; publishing; broadcasting, and television:

- For rates, it is one (01) month from the date of receiving the first payment notice or invoice or from the date of payment of the service fee;

- For quality indicators of service and other violations, it is three (03) months from the date of service use or the occurrence of the violation.

More details can be found in Circular 05/2011/TT-BTTTT, which comes into effect in Vietnam from July 01, 2020.

Thuy Tram

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