Complaint and Dispute Resolution Policy

1. Introduction

BBVN is an intermediary platform connecting customers with bus operators. Bus operators are responsible for the transport service. This policy describes the process for receiving and resolving complaints in accordance with the Law on Protection of Consumer Rights 2023 (Luật 19/2023/QH15, Điều 37-39).

2. Complaint channels

• Email (official channel): support@bbvn.vn
• Information to provide: Booking code (if any), booking phone number, description of the issue, evidence (if any).

3. Handling process and timelines

Simple complaints (system errors, unrecorded payments) are handled within 7 working days. Complex complaints (disputes with the bus operator, special refunds) may take up to 30 working days.

4. Complaint categories

• Booking / payment issues: Unrecorded payment, system errors, incorrect ticket information.
• Refund issues: See the Cancellation & Refund Policy.
• Service quality / bus operator conduct: BBVN forwards the complaint to the relevant bus operator.
• Safety issues: Handled urgently; standard timelines do not apply.

5. The bus operator's role in dispute resolution

BBVN forwards complaints relating to transport/service to the bus operator. The bus operator is responsible for responding within the timeframe set by BBVN.

6. Customer rights when a complaint is not resolved satisfactorily

If you are not satisfied with the resolution outcome, you have the right to:

• Contact the Competition and Consumer Protection Authority (VCCA).
• Contact the local Department of Industry and Trade.
• File a lawsuit at the competent court in Vietnam.

7. Confidentiality of complaint information

Complaint information is used only for the purpose of dispute resolution, in accordance with the Privacy Policy.

8. Contact

Email: support@bbvn.vn