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Giải quyết khiếu nại

13 Mar

1. Quy trình giải quyết khiếu nại khách hàng

Nguyên tắc chung:

  • Khách hàng sử dụng dịch vụ của Pro ID được bảo đảm quyền lợi hợp pháp, theo thỏa thuận trong hợp đồng và quy định của pháp luật.
  • Mọi thắc mắc, khiếu nại của khách hàng liên quan đến chất lượng dịch vụ đều được tiếp nhận và giải quyết nhanh chóng, trên tinh thần cầu thị, thiện chí. Thời gian giải quyết tối đa trong vòng 20 ngày.
  • Thời hiệu khiếu nại, khiếu kiện:
  • Việc tiếp nhận và giải quyết khiếu nại khách hàng được ghi nhận và trả lời bằng văn bản. Tuân thủ đúng theo quy định của pháp luật hiện hành.

– Không quá 90 ngày đối với vấn đề về chất lượng dịch vụ.

– Không quá 30 ngày đối với vấn đề kinh doanh

2. Trình tự, thủ tục giải quyết

Bước 1: Tiếp nhận phản ánh, khiếu nại
Khi có thắc mắc, hoặc khiếu nại về chất lượng dịch vụ, khách hàng liên hệ với Pro ID qua các hình thức sau:
– Trực tiếp gặp Bộ phận chăm sóc khách hàng tại các Chi nhánh.
– Gọi điện thoại đến 096 578 4668
– Gửi email đến địa chỉ: proidvn@gmail.com
– Gửi Đơn yêu cầu/khiếu nại qua bưu điện: Lô 48 BT5, khu đô thị mới Cầu Bươu, xã Tân Triều, huyện Thanh Trì, Hà Nội
Lưu ý:
– Trong email hoặc Đơn vui lòng ghi rõ nội dung phản ánh, khiếu nại, yêu cầu cần giải quyết và cung cấp các tài liệu, thông tin có liên quan đến dịch vụ và sử dụng dịch vụ.

Bước 2: Giải quyết
– Nếu khách hàng liên hệ làm việc trực tiếp, Pro ID sẽ lập “Phiếu tiếp nhận” – ghi nhận nội dung sự việc, ý kiến phản ánh và yêu cầu của khách hàng.
– Ngay sau khi tiếp nhận hay nhận được được email, đơn của khách hàng, ProID sẽ tiến hành xác minh, kiểm tra nội dung phản ánh. Và trong vòng 48h Pro ID sẽ có Thư trả lời (nếu đã khắc phục xong hoặc cần trao đổi, cung cấp thêm thông tin …) và/ hoặc Giấy mời gửi đến khách hàng – để trực tiếp làm việc, giải quyết khiếu nại, phản ánh.
– Trường hợp sự việc phức tạp, liên quan đến nhiều bên hoặc cần có thời gian xác minh, khắc phục …, thời gian giải quyết sẽ dài hơn. Nhưng không quá 20 ngày.

Bước 3: Giải quyết lần 2
– Nếu khách hàng chưa/không đồng ý với giải quyết của Pro ID, chúng tôi sẽ có Thư trả lời hoặc Thư mời (lần 2) với mong muốn đạt được sự thỏa thuận giữa hai bên.
– Nếu khách hàng vẫn không/chưa đồng ý với giải quyết lần 2 của Pro ID, thì có thể gửi Đơn đến cơ quan quản lý hoặc khởi kiện ra Tòa án.

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