I. COMPLAINT POLICY
1. Conditions of receipt of feedback
At the time of handing over items, if it is found that the item is lost or damaged during transportation, the recipient must refuse to receive it and ask the authorized staff of New Post Express makes an extraordinary report clearly stating the status of the item and signed by both parties to have a basis for resolving customer complaints.
The complainant must be the direct service user / the order fee payer.
In the process of the two parties are verifying and resolving the complaint without final conclusion, the complainant is not allowed to report on social networks or mass media. Violating this regulation, New Post Express is exempt from liability (if any) and has the right to sue customers depending on the severity affecting the reputation and brand of New Post Express.
2. Procedures for processing feedback
– Step 1: Receive feedback
– Step 2: Check admission conditions
– Step 3: Process feedback
– Step 4: Respond to complaints
– Step 5: Closing the complaint and closing
* The statute of limitations and the time to resolve the feedback
06 months from the end of the transit time of mails or items, for complaints about the loss of postal articles or delayed delivery compared to the announced transit time;
01 month from the date the item is delivered to the recipient for a complaint about the item being damaged, damaged, the postage and the contents directly related to the item.
A complaint will only be effective when accompanied by an extraordinary record signed by representatives of the New Post Express company and the customer.
In some special cases, the time for settling the complaint and the time for damages may be changed if there is agreement between the two parties according to the content of the contract signed by the two parties.
Time to resolve feedback
The maximum time to resolve complaints is 2 months (for domestic services) and no more than 03 months (for international services) from the date of receipt of the customer’s complaint.
The maximum time for compensation is 30 days from the date the parties make a written determination of compensation liability.
In some special cases, the time for settling the complaint and the time for damages may be changed if there is agreement between the two parties according to the content of the contract signed by the two parties.
II. Compensation for damage
– In case of loss or damage due to errors NewPost:
* Documents:
+ Domestic: 1,500,000 VND / coupon
+ International: 100 USD / coupon.
* Goods:
+ Domestic: 150,000 VND / kg.
+ International: 200 USD / coupon or 08 USD / kg ( choose whichever is higher )
* Special:
+ Bidding document: 2,000,000 VND / coupon
+ Goods sent via high-value services (with declarations proving the value of goods when sending): 70% of the value of goods.
+ Goods sent through high-value services (No documents proving the value of goods when sending): 1,000,000 VND / kg.
+ Goods using the service of declaration, buying insurance: Compensation 100% of the value
– In case of damage or partial loss due to errors NewPost: refund collected and the maximum compensation for each voucher will be calculated according to: the amount of compensation =% lost, damaged * compensation.
III. Disclaimer of compensation.
NewPost is not responsible for compensating damages in the following cases:
– Goods and documents have been delivered according to the agreement in the contract and the customer has signed the receipt on the sending slip.
– The Customer’s failure to provide all necessary documents for the delivery of goods and documents is the cause of damages such as damaged goods, fines for violations, or confiscation.
– The consignment is damaged or lost due to the Customer’s fault or natural characteristics.
– Goods confiscated by a competent State agency or sent abroad shall be confiscated according to the charter of the receiving country.
– Indirect damages or unrealized resources caused by the loss, damage or delay of the item.
– The sender has no documents to confirm the delivery of goods or documents.
– In cases of force majeure such as earthquakes, floods, war …
– Complaints over six months from the date of submission.