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Responsibility for receiving and resolving consumer feedback, requests and complaints

This article provides detailed information on the responsibilities of relevant parties in receiving and resolving consumer feedback, requests, and complaints. Understanding this responsibility helps you protect your rights and know how to handle problems when encountering them during consumption. The article also explains the process and competent authorities in resolving complaints, thereby supporting you in effectively exercising your rights.

Responsibility for receiving and resolving consumer feedback, requests and complaints according to Article 31 Law on Consumer Protection 2023 (not yet effective)

* Summary:

- Business organizations and individuals are responsible for:

+ Receive and resolve consumer feedback, requests and complaints.

+ Notify consumers of receipt within 3 working days.

+ Develop and publicize the reception and resolution process.

- The regulation does not apply to:

+ Individuals who conduct commercial activities independently and regularly without registering a business.

+ Micro enterprises according to the provisions of law.

* Detail:

- Receiving and resolving:

+ Business organizations and individuals must have a department, staff or individual responsible for receiving and resolving consumer feedback, requests and complaints.

+ Reception and settlement must be carried out promptly, fairly, objectively and in accordance with the provisions of law.

- Notification:

+ Business organizations and individuals are responsible for notifying consumers of receipt of feedback, requests and complaints within 03 working days from the date of receipt.

+ Notification form:

-> Can be in writing or orally.

-> It is necessary to clearly state the date, content of the feedback, request, complaint and results of reception.

Receiving and handling process:

+ Organizations and individuals that produce, import products, goods or directly sell, provide products, goods and services to consumers are responsible for developing and publicizing the process of receiving and resolving consumer feedback, requests and complaints.

+ The process must ensure:

-> Clear and detailed steps for receiving and resolving.

-> Reasonable time limit for each step.

-> Form of notification of settlement results to consumers.

- Not applicable:

- The provisions of Article 31 of the Law on Consumer Protection 2023 are not mandatory to apply to:

+ Individuals who conduct business independently and regularly do not have to register for business.

+ Micro enterprises according to the provisions of law.

- Note:

+ Consumers have the right to reflect, request, and complain if their rights are violated.

+ Business organizations and individuals who violate the responsibility of receiving and resolving consumer feedback, requests and complaints will be handled according to the provisions of law.