What Rights Do Customers Have When Using Public Postal Services?

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In Article 6 Circular 38/2019/TT-NHNN, it is stipulated that organizations and individuals using payment services without a customer payment account at a public postal service provider (hereinafter referred to as service users) have the right to request and receive notifications, instructions, and warnings from the service provider to recognize and avoid risks when using payment services without a customer payment account.

Moreover, customers have the right to complain and request the service provider to compensate for damages in cases where: the service provider executes payment transactions later than the agreed time, fails to execute payment transactions, sends to the wrong recipient address, incorrect recipient information, incorrect transaction content compared to the information provided by the customer, transfers a lesser amount of money than the customer had deposited for transfer, incorrectly charges service fees or charges fees higher than the announced rates by the service provider, and other violations as per the agreement with customers.

Alongside their rights, customers are also legally responsible for the accuracy and honesty of the information and payment documents they provide; to protect their transaction information confidentiality to ensure safety and security in payment transactions; promptly notify the service provider upon discovering any mistakes, errors in transactions, or suspicion of misuse of transaction information.

Notably, customers must not use the payment services for money laundering, terrorist financing, fraud, scam, or any other activities that violate the law.

Refer to other related regulations in Circular 38/2019/TT-NHNN, effective from February 19, 2020.

Thu Ba

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