Procedures for submitting a request for guidance on communications-related dispute resolution in Vietnam

Procedures for submitting a request for guidance on communications-related dispute resolution in Vietnam (Internet image)

According to Circular 05/2011/TT-BTTTT on procedures for submitting a request for guidance on communications-related dispute resolution in Vietnam:

1. Preparation for guidance on communications-related dispute resolution in Vietnam

The agency receiving the request for dispute resolution guidance proceeds as follows:

- Request the service user and the service provider to provide complete complaint resolution documentation (for cases where the service provider has already resolved the complaint).

- Request the complained service provider to supply related information about the complaint.

- Review and verify the complaint contents, organize the dispute resolution guidance between the complainant and the complained service provider.

2. Organization of guidance on communications-related dispute resolution in Vietnam

The guidance for dispute resolution is conducted at the headquarters of the dispute resolution guidance agency with the presence of the service user or their legal representative; the legal representative of the complained service provider. The dispute resolution guidance process must be documented in writing with the signatures of the representatives of the dispute resolution guidance agency and the disputing parties.

In cases where the service user and the service provider do not reach an agreement, both parties have the right to request the competent authority to resolve the dispute as per the provisions of the Consumer Rights Protection Law of 2010.

Time limit for guidance on communications-related dispute resolution in Vietnam:

The time limit for dispute resolution guidance is twenty (20) working days from the date the state management agency receives the request for dispute resolution guidance.

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

Thuy Tram

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