Complaint Handling Process

Our procedures for receiving, processing, and resolving customer complaints and disputes.

Service Information

All information about services, quality policy, and pricing on the Website is publicly displayed and updated regularly. Customers can access this information before making any booking or transaction.

Complaint Resolution Process

When a dispute or complaint arises, we follow the following steps:

Step 1: Complaint Submission

Customers can submit complaints through the following channels:

  • Email: contact@parkchung.com
  • Mail to: BK Alumni House, Hanoi University of Science and Technology, No. 1 Dai Co Viet street, Hanoi
  • Phone: 0903.229.906 (8:00 AM - 9:00 PM)

Please provide detailed information including: booking reference, issue description, supporting documents (if any), and your contact information.

Step 2: Complaint Review and Verification

Upon receiving your complaint, we will:

  • Acknowledge receipt within 24 hours
  • Review and verify the information provided
  • Contact relevant parties (customers, hosts, service providers) to gather additional information
  • Investigate the matter thoroughly

Step 3: Resolution and Response

After completing the investigation, we will:

  • Provide a detailed response explaining our findings
  • Propose a solution or compensation (if applicable)
  • Implement corrective measures to prevent similar issues
  • Follow up to ensure customer satisfaction

Processing Timeline

We commit to processing complaints within the following timeframes:

  • Acknowledgment: Within 24 hours of receipt
  • Initial response: Within 3 working days
  • Full resolution: Within 5 working days for standard complaints
  • Complex cases: Up to 10 working days with regular updates

Contact Information for Complaints

PARKCHUNG JOINT STOCK COMPANY

Address: BK Alumni House, Hanoi University of Science and Technology, No. 1 Dai Co Viet street, Hanoi

Email: contact@parkchung.com

Phone: 0903.229.906 (8:00 AM - 9:00 PM)

Our Commitment

We are committed to protecting user rights and ensuring fair resolution of all disputes. All complaints are handled with confidentiality and professionalism.

Customers are responsible for providing accurate and complete information when submitting complaints. False or misleading information may delay the resolution process.

We reserve the right to request additional documentation or information to properly investigate and resolve complaints.

After Dispute Resolution

Once a dispute is resolved:

  • All parties will be notified of the resolution
  • If a service provider is found to be non-compliant, appropriate actions will be taken, including warnings, suspension, or termination of services
  • We will implement measures to prevent similar issues from recurring
  • Customers may request a written summary of the resolution for their records

Legal Recourse

If an agreement cannot be reached through our internal complaint process, customers have the right to:

  • File a complaint with relevant consumer protection authorities
  • Seek mediation through third-party dispute resolution services
  • Pursue legal action through competent courts in accordance with Vietnamese law

We will fully cooperate with any legal proceedings and provide all necessary documentation as required by law.