Complaints Handling Policy

1. Where to send it

• Email: taicopgm@gmail.com
• Hotline / Zalo / WhatsApp: +84 765 773 913
• Address: Ô5/131A Duong Van Not Street, Thanh Binh Quarter, Go Dau Ward, Tay Ninh Province, Vietnam
• Contact form on the website: ticosystem.com/#contact

Phone and Zalo hours: Monday to Friday 8:30 - 17:30, Saturday 8:30 - 12:00 (Vietnam time, GMT+7). Email and the contact form are open 24/7.

2. What to include

• Your name, company and contact details.
• Project name or contract number (if any).
• A description of the issue, when it happened, and screenshots, videos or documents.
• The outcome you would like.

3. Process and timelines

1. Receipt: we confirm we have received it within 1 working day.
2. Verification: we contact you to clarify details if needed.
3. Proposal: we send a proposed resolution within 3 working days of receipt.
4. Resolution: we carry it out and confirm the result by email or in writing.

The whole process takes no more than 7 working days. If a complex case needs longer, we explain why and give a new date, at most 15 working days.

If a system is down during a warranty or maintenance period, we respond within 4 working hours and prioritise a temporary fix.

4. Principles

Complaints are resolved through negotiation and mediation, respecting the client's interests. If no agreement is reached, either party may bring the dispute to a competent authority or court under Vietnamese law.

Information in a complaint is kept confidential under our Privacy Policy.