Complaint Handling Policy

Clause 1: Dispute Resolution Mechanism All complaints from customers will be resolved through negotiation. If an agreement cannot be reached, either party has the right to refer the matter to the competent state authority for resolution. In cases of incidents caused by errors on ciciliadanang.com's part, we will promptly apply necessary measures to ensure customer rights.

Clause 2: Complaint Submission Methods Customers can submit complaints to request resolution from Đức Phú Gia Tourism Joint Stock Company through the following methods:

• Method 1: Call our hotline at: +84 236 3 747 888

• Method 2: Send an email to: [email protected]

• Method 3: Visit our office directly at: Company Headquarters: 6-8-10 Đỗ Bá Street, Mỹ An Ward, Ngũ Hành Sơn District, Đà Nẵng

Clause 3: Procedure

Step 1: Submitting a Complaint Customers submit complaints about services or unfulfilled rights to Đức Phú Gia Tourism Joint Stock Company through the prescribed methods above.

Step 2: Reception and Handling of Complaints Đức Phú Gia Tourism Joint Stock Company will receive customer complaints and verify the information.

Step 3: Response to the Customer

Đức Phú Gia Tourism Joint Stock Company will respond with the results of complaint handling within 3 business days from the date the information verification and processing is completed. We will endeavor to verify information and resolve complaints promptly to safeguard customer rights. If a case falls beyond the capabilities and jurisdiction of our center, we will request customers to escalate the matter to the competent state authority for resolution according to the law.