POLICY FOR RECEIVING AND SETTLEMENT OF COMPLAINTS

POLICY FOR COMPLAINTS SETTLEMENT AND COMPENSATION

CHAPTER I

GENERAL PROVISIONS

Article 1: Purpose.

Establish a uniform process to ensure that complaints regarding shipments are resolved efficiently.

Article 2: Scope of application:

This procedure is applicable to claims received from the claimant when the shipment occurs: Lost, lost, damaged causing damage to the goods (the claimant must prove the loss). .

Article 3. Acronyms and annotations.

CHAPTER II.
COMPLAINTS AND COMPLAINTS SETTLEMENT PROCESS

Article 4: Form of complaint.
1. Complaints over the phone.
2. Complaints in person at any Glotrans business location/office.
3. Complaints in writing or by electronic mail (fax, email).

Article 5: Receipt of complaints.
1. Complaining party when making a complaint must send a Complaint Letter to Glotrans in writing or by email and must clearly state the content of the complainant's request to resolve the complaint.

       2. Complainant must be a person who directly uses Glotrans's services without going through a third party.
       3. Time of receipt: no more than 03 days from the date Glotrans fulfills its obligation to deliver the goods to the complainant.
       4. Documents required when the complaining party makes a complaint.
4.1. Complaint letter, clearly stating the content of the complainant's request that the complaint should be resolved.
4.2. Booking note/ Contract signed between two parties.
4.3. Bill of lading and receipt of goods (if any)
4.4. Commercial Invoice of the consignment (if the written claim is for compensation)
4.5. Certificate of goods inspection by an independent inspection agency (if the written complaint about the goods being broken, damaged, damaged, etc.)
4.6. Photos, video clips, audio files or other documents proving the content shown in the complaint letter (if any).

Article 6: Time to respond to complaints.
Within three (03) days from the date of confirmation of receipt of the complaint.

Article 7: Maximum time limit for complaint settlement.
Depending on the nature of each case, the settlement time will be implemented and resolved not exceeding three (03 months). In case the complaint settlement time lasts more than three (03) months, Glotrans must notify the customer in writing.

Article 8: Refusal of complaints.
The following complaints will be denied response and refused to be resolved. The refusal must be notified in writing or by email:
1. Not a direct user of Glotrans's services for the content of the complaint.
2. The evidence related to the complaint does not show clearly and fully the content.
3. The complaining party failed to provide the contract signed between the two parties of the complaint shipment.
4. After three (03) days since Glotrans fulfills its obligation to deliver the goods to the complainant.

CHAPTER III.
CLAIM SETTLEMENT AND COMPENSATION

Article 9: Settlement of complaints.
1. The two parties shall mutually approve the form of agreement and negotiation to have a solution to avoid causing losses to both parties.
2. When the two parties cannot agree on the form in Section 1, Article 9, it is mandatory to follow this complaint process to ensure the legal rights for both parties.

Article 10: Level of compensation for damage.
Pursuant to the provisions of Vietnamese Law and relevant international conventions.

Article 11: Compensation.
1. Compensation shall be paid in Vietnam dong or offset against the debt of both parties, depending on the agreement of the two parties.
2. Complaining party shall be compensated according to the compensation rate specified in Article 10.
3. The time to pay compensation (if any) is up to 01 month from the time the two parties sign the confirmation of the compensation level.

Article 12: Recovery of compensation.
1. For lost or damaged orders, after the maximum time limit for re-complaint settlement, they will be returned to the complainant.
2. Detecting that due to the fault of the consignor or consignee, at the time of complaint settlement, there is not enough information and basis for identification.
3. Verify that there is evidence that the actual value of the order is lower than the value of the content of the complaint based on the market price.

Article 13: No liability to compensate.
1. Due to force majeure events mentioned in quotations, booking notes, contracts...
2. Because the complainant did not request nor follow Glotrans's instructions such as: Insurance, preservation, bagging, safe packing when sending fragile, easily damaged goods...
3. Being temporarily detained or seized by a competent authority...
4. Delay, loss, loss...due to the fault of the complainant or the complainant's counterparty.

CHAPTER IV.
RESPONSIBILITIES AND RECEIVED INFORMATION

Article 14: Competence to handle and settle complaints.