Decision No. 05/2007/QD-BBCVT of the Ministry of Posts and Telecommunications issuing Regulations on Handling Complaints and Guidelines for Resolving Disputes Between Service Users and Service Providers in Postal, Courier, Telecommunications, and Internet Services. The Decision takes effect 15 days from the date of publication in the Official Gazette.
适用范围
Service users of postal, courier, telecommunications, and Internet services; service providers of postal, courier, telecommunications, and Internet services.
要点
- Service users → may lodge complaints with service providers regarding issues related to service quality, service fees, complaint resolution time within 30 days from the date of dispute occurrence.
- Service providers → must resolve complaints of service users within 15 days from the date of receipt of the complaint; if unable to resolve, they must notify the complainant and propose a resolution plan.
🌐 本文件的社会影响
- Positive impact: Enhance the rights of service users of postal, courier, telecommunications, and Internet services; create a fair competitive environment among service providers.
- Negative impact: May increase costs for businesses during the complaint resolution process.
❓ 常见问题
What can service users lodge complaints about?
Service users have the right to lodge complaints about service quality, service fees, service processing time, and other issues related to the provision of postal, courier, telecommunications, and Internet services.
How long does a service provider have to resolve a complaint?
Service providers must resolve complaints of service users within 15 days from the date of receipt of the complaint.
Can service users directly lodge complaints with service providers?
Yes, service users have the right to directly lodge complaints with service providers regarding issues related to service quality, service fees, complaint resolution time within 30 days from the date of dispute occurrence.
What must a service provider do if they cannot resolve a user's complaint?
If a service provider is unable to resolve a complaint, they must notify the complainant and propose a resolution plan.
When does this decision take effect?
This Decision takes effect 15 days from the date of publication in the Official Gazette.
全文
Pursuant to …;
Issuing Regulations on Handling Complaints and Guidelines for Resolving Disputes between Service Users and Service Providers in Postal, Courier, Telecommunication, and Internet Services
MINISTER OF POSTS AND TELECOMMUNICATIONS
______________________________
Pursuant to the Consumer Protection Ordinance dated April 27, 1999;
Pursuant to the Posts and Telecommunications Ordinance dated May 25, 2002;
Pursuant to Decree No. 69/2001/NĐ-CP dated October 2, 2001 of the Government detailing the implementation of the Consumer Protection Ordinance;
Pursuant to Decree No. 90/2002/NĐ-CP dated November 11, 2002 of the Government stipulating the functions, tasks, powers, and organizational structure of the Ministry of Posts and Telecommunications;
Pursuant to Decree No. 157/2004/NĐ-CP dated August 18, 2004 of the Government detailing certain provisions of the Posts and Telecommunications Ordinance regarding postal services;
Pursuant to Decree No. 160/2004/NĐ-CP dated September 3, 2004 of the Government detailing certain provisions of the Posts and Telecommunications Ordinance regarding telecommunication services;
Pursuant to Decree No. 55/2001/NĐ-CP dated August 23, 2001 of the Government on the management, provision, and use of Internet services;
Based on the proposal of the Inspector General of the Ministry of Posts and Telecommunications.
These Regulations on Handling Complaints and Guidelines for Resolving Disputes between Service Users and Service Providers in Postal, Courier, Telecommunication, and Internet Services are hereby issued together with this Decision.
DECISION:
Article 1. The Inspectors General of the Ministry, Heads of the Office, Department Directors, Bureau Chiefs, Heads of agencies and units under the Ministry, Directors of Provincial Posts and Telecommunications Departments, organizations, and individuals engaged in the business and use of postal, courier, telecommunication, and Internet services shall be responsible for implementing this Decision.
Article 2. The Standard Measurement Quality Control Department shall be responsible for organizing and guiding the implementation of the Regulations adopted herein.
Article 3. Dang Trung Ta
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