Complaint Resolution Procedure — Lien Viet Green — Consumer Complaint Reception & Resolution

This procedure establishes a transparent mechanism for receiving, classifying, and resolving consumer complaints and grievances in accordance with Chapter V of the Consumer Protection Law No. 19/2023/QH15, Decree 55/2024/NĐ-CP, and priority protection for Vulnerable Consumers (Article 8).

1. Official Complaint Reception Channels

Customers may submit feedback, requests, or complaints through the following official contact channels:

  • Customer Service Hotline: 0846 008 002 | 0363 008 002 (Operating hours: 08:00 – 18:00, Monday to Saturday).
  • Dedicated complaint handling email: coffee@lienvietgreen.com | contact@lienvietgreen.com
  • Headquarters: House 107, Row K6B, Lane 48 Ta Quang Buu Street, Bach Mai Ward, Hai Ba Trung District, Hanoi, Vietnam
  • In person at the office & Roasting facility: No. 33/5, Hoang Minh Dao Road, Bo De Ward, Long Bien District, Hanoi, Vietnam
  • Online complaint form: Available on the Contact page at lienvietgreen.com.

2. Process & Timeframe for Reception & Direct Negotiation

  • Step 1 – Acknowledgment of receipt (Within 03 business days): Immediately upon receiving the complaint, the Customer Service department will send a written or email notification confirming receipt of the information, provide a complaint case reference number, and assign a dedicated case officer.
  • Step 2 – Verification & Quality assessment (01 – 03 business days): Retrieve product samples for cupping and flavor testing, moisture check, screen size verification, or review the roast batch log at the facility to determine objective/subjective causes.
  • Step 3 – Conduct direct negotiation (Within 07 business days): Conduct direct negotiation with the consumer within no more than 07 business days from the date of receiving the request.
    • In the event of declining a customer’s negotiation request, Lien Viet Green must respond in writing, clearly stating the legal basis and specific reasons within 07 business days.
    • Successful negotiation outcomes must be documented in a written record (or electronic document) bearing the confirming signatures of representatives of both parties.
  • Step 4 – Execution of agreement (No more than 05 business days): Immediately proceed with supplementary delivery, replacement of the coffee batch, or transfer refund to the customer’s account in accordance with the signed agreement.

3. Coordinated Negotiation Process with Government Agency Participation

In cases where the consumer files a complaint through a State management agency for consumer protection (National Competition Commission, Department of Industry and Trade) or a social organization participating in consumer protection:

  • Lien Viet Green is responsible for cooperating and conducting negotiation with the consumer within 07 business days from the date of receiving the notification request forwarded by the agency or organization.
  • After concluding the negotiation, Lien Viet Green is obligated to send a written notification of the negotiation results to the state management agency or supporting social organization within no more than 05 business days.

4. Priority Protection Process for Vulnerable Consumers (Article 8, Consumer Protection Law 2023)

Lien Viet Green is committed to respecting and implementing special priority protection procedures for 7 groups of vulnerable consumers as stipulated in Article 8 of the Consumer Protection Law 2023, including:

  1. Elderly persons (aged 60 and above);
  2. Persons with disabilities;
  3. Children;
  4. Ethnic minorities, people living in ethnic minority areas, mountainous regions, islands, and areas with difficult socio-economic conditions;
  5. Pregnant women or mothers raising children under 36 months of age;
  6. Persons suffering from serious illnesses as defined by the Ministry of Health;
  7. Members of poor households under multidimensional poverty standards.

Protection mechanism & Priority handling:

  • Priority reception & immediate resolution: Upon receiving a complaint from a customer belonging to a vulnerable group with supporting documentation, the case is classified as Urgent Priority (processed within 24 working hours), with no referral through third-party intermediaries.
  • Flexible support methods: Provide telephone consultation support, on-site assistance, or assign personnel to guide procedures for persons with disabilities and elderly persons experiencing difficulties with digital interactions.
  • Transparent written response: In the event of declining a request, the enterprise must respond in writing, clearly stating the legal basis and reasons for inconsistency with published policies.
  • Internal policies & Employee training: The enterprise regularly organizes training and workshops for customer service and sales staff on civil communication skills, empathetic understanding, and priority transaction rules for vulnerable consumers.
  • Damage compensation mechanism: Commitment to compensate for damages in accordance with civil law if the enterprise delays, refuses to prioritize, or refuses to resolve the legitimate legal rights of vulnerable consumers.