Complaints Policy

COMPLAINT RECEPTION AND RESOLUTION PROCESS

P&T Real Estate always prioritizes our customers' rights. We value all feedback and are committed to resolving complaints and inquiries fairly, transparently, and as swiftly as possible.

1. Complaint Channels

Customers can submit complaints or feedback regarding service quality, staff attitude, or contract-related issues through the following channels:

• Customer Service Hotline: 0819 191 304
• Email: cskh@ptbatdongsan.vn
• In-person: Customer Service Department - P&T Real Estate Headquarters.

2. Resolution Process

• Step 1 - Reception: The CS Department records the information, categorizes the complaint, and sends an acknowledgment of receipt within 24 hours.
• Step 2 - Verification: P&T will review the records, extract data, and collaborate with relevant departments (Sales, Legal, Accounting) or the Developer to verify the root cause. The verification time is from 3 to 5 working days.
• Step 3 - Proposed Solution: A company representative will directly contact the Customer to explain, apologize (if the fault lies with the company), and offer a reasonable compensation or remediation plan.
• Step 4 - Agreement & Closure: Once a mutual agreement is reached, the company will implement the remedial measures as committed and archive the records to improve future service quality.

3. Dispute Resolution Principles

We prioritize negotiation and mediation in a spirit of cooperation and mutual respect. In force majeure situations where an agreement cannot be reached, the case will be brought to the competent Court for resolution under the laws of Vietnam.