Complaint submission
and resolution

All customer complaints are resolved on the basis of negotiation. If no agreement can be reached, either party has the right to bring the case to a competent state authority for resolution.

If an incident is caused by an error of esimuni.com, we will immediately take the measures necessary to protect the customer's interests.

Customers can send complaints for esimuni.com to resolve in the following ways:

• Option 1: Email us at: support@esimuni.com
• Option 2: Call the phone number: 0342971568
• Option 3: Send by post to the address: 9-TT4 Van Phu Urban Area, Kien Hung Ward, Hanoi, Vietnam

1. Submit the complaintThe customer sends the complaint about the service or an interest not fully protected to esimuni.com via one of the channels above.
2. Acceptance and handlingesimuni.com accepts the customer's complaint and verifies the information within 03 business days from the date of receipt.
3. Resolution & response to the customerExpected resolution time: no more than 03 business days for ordinary cases; no more than 07 business days for complex cases requiring multi-party verification or dependent on the verification results of related parties.

esimuni.com will make every effort to verify information and resolve complaints quickly and promptly to protect customers' interests. Where a matter is beyond esimuni.com's capability and authority, we will ask the customer to bring the case to a competent state authority for resolution under the law.

To support the resolution of feedback, requests and complaints, esimuni.com applies one or more of the following measures:

• storing transaction history on the system;
• storing the content of exchanges between the parties;
• checking receipts, invoices and related documents;
• receiving and storing evidence provided by the customer;
• assigning a dedicated unit to receive and handle cases;
• keeping resolution records for inspection and reference when needed.

The outcome of feedback, requests or complaints is considered by esimuni.com on the basis of:

• information provided by the customer and related parties;
• data stored on the esimuni.com system;
• transaction history;
• contracts, terms of use and policies published on the website;
• current legal regulations;
• other lawful documents and evidence.

The resolution decision is made after esimuni.com completes the verification and assessment of the entire case file.

If either party disagrees with esimuni.com's resolution, they have the right to continue negotiating or to request a competent state authority or the Court to resolve the matter in accordance with the law.