Vncar respects all feedback, comments, and complaints from customers, dealers, and partners. We view each feedback as an opportunity to improve product and service quality and enhance collaborative effectiveness. Vncar’s goal is not just to resolve a single issue, but to build trust and maintain long-term cooperative relationships.
This policy is designed to define the principles for receiving, verifying, and resolving issues arising within Vncar’s operations, while ensuring the legitimate rights and interests of all parties in accordance with the law.
Policy Summary
Vncar commits
✓ Receive all feedback and complaints within the scope of your responsibilities.
✓ Objective verification based on information and evidence.
✓ Collaborate with stakeholders to find suitable solutions.
✓ The matter will be resolved in good faith, transparently, and in accordance with the law.
Co-operative partners
✓ Provide truthful and complete information.
✓ Cooperate in the verification process.
✓ Respect the outcome of the investigation based on objective evidence.
✓ Prioritize dialogue before disputes arise.
Not within the scope of commitment
✕ Resolving cases that fall outside the scope of Vncar’s operations.
Accepting unfounded requests or requests for which there is no information to verify .
✕ Responsible for individual commitments between the dealer and the customer.
1. Principles for receiving complaints
Vncar accepts feedback and complaints related to products, services, and activities under its management.
All feedback is considered with respect, objectivity, and good faith, regardless of order size or transaction value.
For matters outside the scope of Vncar’s responsibility, we will provide guidance or coordinate with relevant parties as appropriate.
2. Principles of Resolution
The handling of complaints and disputes is carried out according to the following principles:
- Listen carefully to all parties involved.
- Objective verification is based on records, documents, and actual circumstances.
- Accurately assess the scope of responsibility of each party.
- Prioritize dialogue and cooperation to find appropriate solutions.
- Comply with the law and established agreements.
Vncar’s goal is to resolve the matter based on facts, not on speculation or unverified information.
3. Coordinated verification
To ensure quick and accurate processing, Vncar recommends that customers and partners provide relevant information such as:
- Invoice or sales receipt.
- Information about the product or shipment.
- Images, videos, or related documents.
- Content of feedback and requests for assistance.
In each case, Vncar may coordinate with:
- Manufacturer.
- Agent or distributor.
- Shipping company.
- Inspection unit.
- The competent state authority.
- Relevant organizations or individuals.
The collaboration aims to identify the root cause and determine the appropriate course of action.
4. Protecting the legitimate rights and interests of the parties.
Vncar always respects the right of customers, dealers, and partners to provide feedback, complaints, and suggestions in accordance with the law.
At the same time, we also have a responsibility to protect the legitimate rights and interests of the business, the dealer network, and related parties against actions such as:
- Providing false information.
- Falsifying or altering documents or certificates.
- Disseminating unverified information that damages the reputation of an organization or individual.
- Exploiting the complaint process to cause harm or exert undue pressure on the parties involved.
In these cases, Vncar has the right to refuse unfounded requests and apply appropriate measures in accordance with the law to protect its legitimate rights and interests as well as those of its distribution system.
5. Limitation of Liability
Vncar is responsible for resolving complaints within its scope of operations and responsibilities.
For transactions, commitments, or disputes arising directly between the agent and the customer that are not within Vncar’s purview, the parties will resolve them themselves according to their agreement and the provisions of the law.
Vncar’s participation in mediation or verification (if any) should not be interpreted as Vncar replacing the responsibilities of any party.
6. Let’s build a transparent and collaborative environment.
Vncar believes that most disputes can be mitigated when parties are transparent with information, respect each other, and cooperate in good faith.
We always encourage customers, dealers, and partners to communicate directly with Vncar as soon as issues arise so that we can work together to find suitable solutions, instead of drawing conclusions or publishing information before it has been verified.
Through listening, dialogue, and objective handling, Vncar aims to work with its partners to build a professional, trustworthy, and sustainable business environment.
Validity
This complaint and dispute resolution policy applies to feedback, complaints, and disputes related to Vncar’s operations.
Vncar may adjust or update the policy content as needed to comply with business operations or legal regulations. The version published on the website is the currently effective version.