Regulations and policies
I. Policy forms
- System complaints: Complaints and reports of users about the operation and use of the product. For example: the system is slow, can't download information, can't see the teacher's lecture,...
- Complaints about learning services: Complaints and reports of users about the service while studying. For example, complaints about teachers who teach poorly, do not handle the class properly, counselors have bad attitudes, ...
- Case change of class and refund: Cases when the student wishes to change to another more suitable class or the company does not provide the correct curriculum for the student.
II. Processing steps
- System complaints:
- Step 1: Receive customer feedback via email or hotline.
- Step 2: The consultant of IMG will notify the departments related to the complaint issues involved in handling the system. Processing time depends on each specific error will have different processing time.
- Step 3: The consultant confirms the complaint handling information as soon as it is finished communicating with the customer via email.
- Complaints about learning services:
- Step 1: Receive customer feedback via email or hotline.
- Step 2: The consulting department analyzes and learns about customer requirements.
- Step 3: Within 10 days, the consultant conducts a call to discuss with the customer to clarify the desired problem.
- In case the customer's wish is reasonable: The consultant explains and guides to help the customer change his/her wishes.
- Where the customer's wishes are unreasonable: The counselor explains and guides to help the customer understand.
- Step 4: The consultant confirms the complaint handling information as soon as it is finished communicating with the customer via email.
- Case change of class and refund:
- Step 1: Receive customer feedback via email or hotline.
- Step 2: The consulting department analyzes and learns about customer requirements.
- Step 3: Within 10 days, the consultant conducts a call to discuss with the customer to clarify the desired problem.
- In case the customer's wish is reasonable: The consultant explains and guides to help the customer change his/her wishes.
- Where the customer's wishes are unreasonable: The counselor explains and guides to help the customer understand.
- Step 4: The consultant confirms the complaint handling information as soon as it is finished communicating with the customer via email.
III. Contact information
IMG Education Vietnam Joint Stock Company
Business registration number: 0105460886 SKH & Tel of Hanoi City Issued on August 19, 2011
- Hanoi office: Hanoitourist Tower Floor 8th, 18 Ly Thuong Kiet St., Hoan Kiem District
- Ho Chi Minh office: Bitexco Building 46th Floor, D2 Hai Trieu St., 1 District
- Canada office: 121 Essex Street, Goderich, Ontario, N7A2H8
- Phone: 0936273668 - 0965787348
- Email: info@imglearning.com
