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Concept of consumer feedback, requests and complaints

This article explains in detail the concepts of consumer feedback, requests, and complaints. Understanding these concepts helps you understand your rights in the consumption process and know how to carry out the necessary procedures when encountering problems. The article also provides information on the process and how to effectively carry out feedback, requests, and complaints.

Consumer feedback

- Concept: Is the opinion and information of consumers about the quality, price, service... of goods and services purchased and used.

- Purpose: Contribute to improving the quality of goods and services, protecting the rights of consumers.

- Form:

+ Can be done in writing or orally.

+ Send to organizations and individuals providing goods and services; relevant state management agencies.

- For example:

+ Customers reflect on the quality of products purchased at the store.

+ Consumers reflect on customer care services of telecommunications networks.

Consumer demand

- Concept: Are specific demands of consumers towards business organizations and individuals to protect their rights.

- Basis: Based on the provisions of law on consumer rights protection.

- Form:

+ Can be done in writing or orally.

+ Send to organizations and individuals providing goods and services.

- For example:

+ Customer requests to return defective product.

+ Consumers request service providers to compensate for damages due to breach of contract.

Consumer complaints

- Concept: Is the consumer's disagreement with the violation of their rights caused by business organizations and individuals.

- Basis: Based on the provisions of law on consumer rights protection.

- Form:

+ Must be in writing.

+ Send to organizations and individuals doing business that violate consumer rights; relevant state management agencies.

- For example:

+ Customers complained about being forced to buy products.

+ Consumers complain about being provided with false information about products and services.

- Note:

+ Consumers have the right to reflect, request, and complain about business organizations and individuals that violate their rights.

+ Feedback, requests and complaints must be made in accordance with the provisions of law.

+ Business organizations and individuals are responsible for resolving consumer feedback, requests and complaints promptly and fairly.

- Overview

Concept	Define	Purpose	Form	For example
Reflection	Consumer opinions and information about quality, price, service...	Improve the quality of goods and services, protect consumer rights	Text, oral	Customers feedback on product quality.