Consumer Support and Advisory Hotline System 1800.6838

In a market economy, consumers play a crucial role in determining the existence and growth of a business or brand. Consumers are the driving force behind economic development and are central to economic planning. If products are produced but there are no consumers, it will lead to surplus, economic stagnation, and business failure.

In today’s era of globalization and rapid technological advancement, many useful products and modern business methods have emerged to meet consumer needs and preferences. However, in pursuit of profit, some businesses and manufacturers have seriously violated consumer rights by offering products and goods of substandard quality, some of which may even be harmful to consumer health and safety. Additionally, technological development and rapid changes in the business environment have led to new business models, some of which pose risks of fraud to consumers.

Consumer transactions are a matter of free agreement between buyers and sellers. However, if the parties are left with unlimited freedom, transactions can become a means for the stronger party to overpower the weaker, causing significant harm to societal interests. Consumers often lack information, especially regarding the technical characteristics of products. Furthermore, consumers generally have limited opportunities to negotiate with businesses or individuals. When disputes arise, consumers also have limited access to legal regulations and supportive organizations. Barriers such as procedural complexity, costs, and effort can discourage consumers from defending their rights.

To address the lack of information, maintain balance in the relationship between consumers and businesses, and ensure societal and economic development, particularly when disputes occur in transactions, it is essential for consumers to receive guidance and information on complaint procedures and relevant legal regulations. To meet this urgent need, in 2015, the Department of Competition Management (now the National Competition Committee) officially launched the Consumer Support and Advisory Hotline System 1800.6838. This hotline system is completely free of charge, including call costs. The hotline combines the 1800 prefix with the numbers “6, 8, 3, 8” corresponding to the letters “N, T, D, V” on the telephone keypad, representing “Consumer - Vietnam”.

The 1800-6838 hotline provides free advisory and support services, including:

Advice on policies and legal regulations concerning consumer rights protection and competition in Vietnam.

Guidance and advice on how consumers can file complaints, resolve disputes, and handle issues with businesses.

Call information, advisory content, and data statistics are stored and managed on a software system called MPCC. Each advisor is given an account to log in and operate the software system.

In countries with developed consumer advisory services, advisory content covers a wide range of topics, from guiding consumers on the efficient and sustainable use of goods and services to enhancing self-protection, providing information on relevant legal regulations, and assisting in resolving disputes with businesses. In these countries, advisory services are often divided into categories of goods and services, so consumers can receive specialized advice based on their specific needs. This requires advisors to have both general legal knowledge and specific knowledge about the product categories. Such a system demands well-trained advisors and modern infrastructure.

In Vietnam, due to limitations in resources and advisory staff, the Consumer Support and Advisory Hotline (1800-6838) at the National Competition Committee currently focuses on two main advisory areas:

1. Advice on legal regulations for consumer rights protection: Advisors provide guidance on relevant legal provisions concerning consumer rights, including questions about consumer rights and obligations, warranty responsibilities, information disclosure, and compensation responsibilities of businesses.

2. Advice on resolving disputes between consumers and businesses: When consumer issues are complex or initial negotiations do not yield results, advisors guide consumers on resolving disputes through third parties, including:

Clarifying the right to file complaints and the responsibilities of relevant agencies in handling complaints.

Providing contact information for relevant agencies and consumer protection associations.

Advising on how to file complaints with appropriate organizations based on the specifics of the case.

For other advisory needs, advisors may direct consumers to specialized agencies or additional information sources.

Based on the Implementation of the Consumer Support and Advisory Hotline Development Project at the Ministry of Industry and Trade for the 2021-2025 period, the National Competition Committee has expanded the model to provinces and cities across the country. By the end of 2023, the Committee had provided equipment to 52 provinces and cities (35 Departments of Industry and Trade and 17 Consumer Protection Associations). After equipment distribution, the Committee assisted in system setup, operation training, and experience sharing.

On average, the hotline handles over 10,000 calls per year, with nearly 80% of calls answered. For example, in 2023, the hotline received 11,237 calls, with 8,848 answered, representing about 78.7%. Of the answered calls, around 75% were related to consumer rights protection.

In 2023, the National Competition Committee received 1,557 complaints via various channels, including postal services, email, website, national public service portal, and direct submission. The primary complaints were related to real estate, insurance services, e-commerce, education, and transportation. Major legal violations reported included non-compliance with contract regulations, fraud, and failure to deliver quality goods or services.

The complaint resolution process at the National Competition Committee involves reviewing complaints, seeking leadership guidance, and following a specific process for case resolution.

The process consists of 5 steps:

1. Reception: Receiving the complaint or request from the consumer.

2. Assignment: Assigning the case to the appropriate staff or department for resolution.

3. Support: Providing necessary support to resolve the issue, including advising on the next steps and facilitating communication between parties.

4. Documentation: Storing all relevant information and documents related to the reception, advisory, and resolution process on the system and according to the National Competition Committee’s general storage regulations.

5. Reporting: Conducting regular or ad-hoc reporting as required by the National Competition Committee's leadership on the status of reception, advisory, and resolution of consumer complaints and requests.

During the process, all involved organizations and individuals are responsible for maintaining confidentiality as specified in the Task Force’s operational regulations.

Detailed steps in the process are as follows:

STEP 1: RECEPTION

Consumer complaints, recommendations, and requests are received by the National Competition Committee through five methods

1. Receiving Complaints, Recommendations, and Requests via the Hotline

The Consumer Support and Advisory Hotline (1800.6838) is located at the National Competition Committee, Ministry of Industry and Trade.

Hotline Operating Hours:

Morning: 8:30 AM to 11:30 AM; Afternoon: 1:30 PM to 4:30 PM

Hotline Functions:

(i) Receive consumer complaints, recommendations, and requests.

(ii) Provide consumer knowledge and legal advice on consumer rights protection.

(iii) Assist and guide on how to resolve disputes and protect consumer rights in accordance with the legal regulations on consumer protection.

The process for receiving consumer complaints, recommendations, and requests, and providing advice and support via the hotline is as follows:

Process for Receiving, Advising, and Supporting Consumers via the Hotline

When consumers call the Hotline 1800.6838, the calls are automatically distributed to operators according to preset rules. The operator advises the consumer by:

1. Listening to the consumer's request for advice, complaint, or recommendation.

2. Asking and recording essential information required to enter into the System (personal details of the consumer and other basic information).

3. Categorizing the content of the complaint, recommendation, or request and providing advice and support appropriate to the consumer's input in accordance with legal regulations on consumer protection.

The consumer’s call will be recorded in audio form; the operator will ensure that all mandatory basic information is correctly and completely recorded according to the System’s display; a summary of the request, complaint, or recommendation and the advice given will be documented in the System.

1.2. Receiving Complaints, Recommendations, and Requests via Email

If consumers send complaints, recommendations, or requests via email, the reception process is as follows:

1.3. Receiving Complaints, Recommendations, and Requests in Writing via Postal Mail

1.4. Receiving Complaints, Recommendations, and Requests Directly at the National Competition Committee Office

When consumers visit the National Competition Committee office in person to submit complaints, recommendations, or requests, the reception process is as follows:

1.5. Receiving Complaints, Recommendations, and Requests Directly at the National Competition Committee Office

When consumers visit the National Competition Committee office in person to submit complaints, recommendations, or requests, the reception process is as follows:

1.6. Receiving Complaints, Recommendations, and Requests via the Online Reception System

When consumers submit their complaints, recommendations, or requests through the National Competition Committee's online reception system at http://bvntd.gov.vn, their submissions are automatically recorded in the System with a case ID generated automatically.

STEP 2. ASSIGNMENT OF COMPLAINTS, RECOMMENDATIONS, AND REQUESTS

Complaints, recommendations, and requests from consumers, once received and screened, will be newly entered or updated in the System and identified by a “case ID”.

STEP 3. RESOLVING COMPLAINTS, RECOMMENDATIONS, AND REQUESTS

After the case has been assigned for resolution, the designated staff member will follow this process:

(1) Determine Jurisdiction:

Within 5 working days from the date of assignment, the staff member responsible for handling the complaint must review the content and relevant information related to the case and resolve the case according to one of the following scenarios:

a) In cases where the issue does not fall under the Committee's jurisdiction:

i) Transfer/Guide: Direct the consumer to submit their complaint to the Department of Industry and Trade if the case occurs within a single province or city.

ii) Transfer/Guide: Direct the consumer to submit their complaint to the specialized management agency if the issue pertains to a specific sector with such an agency.

iii) Alternative Methods: Advise the consumer to consider alternative dispute resolution methods (mediation, arbitration, court) as per the legal provisions for consumer protection.

b) In cases where the issue falls under the Committee's jurisdiction:

i) Incomplete Information: If the case is under the jurisdiction of the National Competition Committee but the consumer has not provided complete and accurate information and evidence, the staff member must contact the consumer to request additional relevant information and documents.

ii) Complete Information: If the case is under the jurisdiction of the National Competition Committee and the consumer has provided all necessary information and evidence, the staff member must proceed to assist with negotiation as outlined in Section (2) below. If needed, the staff member may send an email notification to the consumer about the receipt of their case.

(2) Assisting with Negotiation

(2.1) Upon receiving complete and accurate information from the consumer, the assigned staff member is responsible for:

(i) Reviewing the content of the consumer's complaint, suggestion, or request.

(ii) Contacting and forwarding the complaint, suggestion, or request to the company for resolution. The company must report back in writing within 5 working days from the end of the negotiation.

(2.2) Within 2 working days from receiving the company's response (in writing or by email), the assigned staff member must:

Contact the consumer to update them on the company's response.

Advise on relevant legal provisions and request the consumer to cooperate in the negotiation with the company.

(2.3) During the negotiation process between the consumer and the company, the assigned staff member is responsible for:

Actively monitoring and updating the results of the negotiation between the parties.

Providing support if necessary to facilitate the negotiation.

(2.4) Based on the results of the negotiation, the assigned staff member should:

Successful Negotiation: Update and report the resolution results and conclude the case resolution process in the System.

Unsuccessful Negotiation: Continue to support the negotiation or advise the parties on alternative dispute resolution methods (mediation, arbitration, court) according to consumer protection laws.

(3) Advising and Guiding on Alternative Dispute Resolution Methods

If the negotiation fails or an agreement cannot be reached, the assigned staff member must:

Advise and guide the parties on alternative dispute resolution methods according to consumer protection laws.

Update information and conclude the case resolution process in the System after providing advice and guidance.

STEP 4. DOCUMENTATION AND STORAGE

1. The Task Force uses the seal of the National Competition Committee to issue documents during the process.

2. The storage of incoming and outgoing documents is conducted in accordance with legal provisions and the National Competition Committee's storage regulations. The Task Force leader assigns staff for documentation and storage tasks.

3. The assigned staff member must regularly update and store documents, emails, call records, and communications with the parties in the System according to this process.

STEP 5. STATISTICS AND REPORTING

1. Depending on the nature of the case, the Task Force may recommend to the leadership of the National Competition Committee to publish or disclose information related to the receipt and resolution of consumer complaints in specific sectors. This aims to raise legal awareness, provide timely warnings and advice to consumers, and enhance the responsibility of businesses in protecting consumer rights.

2. Quarterly or as required or directed by the leadership of the National Competition Committee, the Task Force will compile statistics and report on the status of receiving, advising, and resolving consumer complaints to the leadership or publish on the National Competition Committee's website.