Procedures for resolving complaints from media service users in Vietnam

Procedures for resolving complaints from media service users in Vietnam (Illustrative Image)

Accordingly, Article 10 of Circular 05/2011/TT-BTTTT stipulates the Procedures for resolving complaints from media service users in Vietnam as follows:

Step 1: Receiving the Complaint

The service provider, upon receiving the complaint from the service user, must issue a complaint receipt. The complaint receipt can be in the form of a written document or an email and must clearly state the complainant’s issues and the resolution sought.

In cases where the complaint is not accepted, the service provider must notify the complainant in writing of the reason for refusal within no more than five (05) working days from the receipt of the complaint.

Step 2: Resolving the Complaint

The service provider must resolve the complaint of the service user following the procedure established and publicly posted in accordance with Clause 1, Article 4 of Circular 05/2011/TT-BTTTT.

The service provider has the responsibility to notify the complainant in writing of the complaint resolution results.

In cases where the complaint is resolved immediately when the service user directly submits the complaint and both parties reach an agreement, the service provider is not required to issue a complaint receipt. However, a written record of the resolution result must be made and kept on file.

Complaint Resolution Timeframe

- The timeframe for resolving complaints related to postal services:

- No more than two (02) months from the receipt of the complaint for domestic postal services;

- No more than three (03) months from the receipt of the complaint for international postal services.

- The timeframe for resolving complaints related to telecommunications and internet services; information technology and electronics; journalism; publishing; radio and television broadcasting is no more than 20 working days from the receipt of the complaint.

More details can be found in Circular 05/2011/TT-BTTTT, effective from which comes into effect in Vietnam from July 1, 2011.

Thuy Tram

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