Complaints Procedure

GATEWAY EXPRESS IMPORT EXPORT COMPANY LIMITED (“Gateway Express”, “we”, “us”) is committed to receiving and resolving all customer complaints quickly, transparently, and fairly. This policy describes the intake channels, resolution process, SLA commitments, and escalation mechanism when customers are not satisfied with the initial proposed resolution.

Scope of complaints

Gateway Express receives and processes complaints in the following four categories:

• Service quality complaints — delivery delays, staff attitude, tracking errors, substandard packing
• Compensation complaints — lost, damaged, or missing shipments — processed under the Compensation Policy
• Personal data complaints — data subject rights under Decree 13/2023/ND-CP, processed under the Privacy Policy
• Quality feedback and suggestions — service improvement input, no specific resolution required

Complaint intake channels

Customers may submit complaints via 6 main channels, each with its own response SLA:

For urgent complaints (important shipments, legal deadlines), please call hotline 0944 247 267 for the fastest support.

Information required when filing a complaint

To help Gateway Express process complaints efficiently, please prepare:

• Full name and contact phone number of the complainant
• Order number or tracking number of the shipment (if shipping-related)
• Description of the incident — time, location, sequence of events
• Supporting documents: photos, videos, PDF files, certifications (if available)
• Desired resolution: compensation, apology, remediation, or process improvement

The more complete the information, the faster and more accurate the resolution.

Complaint resolution process

The complaint resolution process has 6 steps, with the total time not exceeding 10 business days for standard cases:

Step 1 — Receive and acknowledge complaint (≤ 24 hours)
         Gateway sends complaint ID + handler details
         ↓
Step 2 — Categorize and assign handler (≤ 48 hours)
         Customer Service → Compensation → Data → Operations
         ↓
Step 3 — Investigate and request additional info (3–7 days)
         Retrieve records, coordinate with carriers if needed
         ↓
Step 4 — Propose resolution (≤ 10 business days)
         Gateway sends written proposal via email or Zalo
         ↓
Step 5 — Customer responds: accept or reject
         Customer may suggest adjustments
         ↓
Step 6a — Accept → Gateway implements solution
          Compensation, apology, remediation, process improvement
Step 6b — Reject → Customer may escalate (see next section)

For complex complaints requiring coordination with international carriers (DHL/FedEx/UPS), resolution time may extend up to 30 business days — Gateway Express will notify specifically and provide periodic updates.

Service level agreement commitments

Gateway Express commits to the following timelines:

• First response: within 24 hours during business hours, excluding Sundays and holidays
• Resolution proposal: within 10 business days from receipt of complete complaint information
• Complex cases (foreign carrier coordination, cross-border investigation): up to 30 business days with periodic progress updates every 7 days
• Personal data complaints: processed within 30 days maximum per Decree 13/2023/ND-CP

If Gateway Express fails to respond within the committed SLAs, the customer has the right to escalate directly to a higher tier (see escalation mechanism).

4-tier escalation mechanism

If the customer is dissatisfied with the resolution from a lower tier, escalation may follow this sequence:

Tier 1 — Customer Service staff (default)
         Receives and processes standard complaints
         ↓ (if unresolved after 10 business days)
Tier 2 — Operations Manager
         Email: info@gatewayexpress.com.vn (subject: "Tier 2 Escalation")
         Committed response within 3 business days
         ↓ (if still unresolved)
Tier 3 — Executive Director
         Email: info@gatewayexpress.com.vn (subject: "Tier 3 Escalation - Director")
         Committed response within 5 business days
         ↓ (if still unresolved)
Tier 4 — Government authorities:
         • Competition & Consumer Protection Agency (Ministry of Industry & Trade)
         • Department of Information & Communications, Ho Chi Minh City (data matters)
         • People's Court of Tan Binh District (civil disputes)

Note on email aliases: Gateway Express currently uses the shared info@gatewayexpress.com.vn address for all escalation tiers. Dedicated aliases (escalation@, director@) will be announced when officially deployed — customers are still routed and processed at the correct tier based on the email subject line.

Customer rights during the complaint process

Gateway Express respects and ensures the following rights for customers throughout the complaint process:

• Right to confidentiality — complainant identity and complaint contents are not disclosed to unrelated third parties
• Right to know resolution progress — receive update notifications at least every 7 days for extended cases
• Right to withdraw the complaint at any time — no reason required, no penalty
• Right not to be discriminated against after filing — Gateway Express commits to continue providing normal service, with no retaliation, no price increases, and no order refusal
• Right to request a change of handler if a perceived lack of objectivity exists
• Right to legal representation by a lawyer or third party in legal dispute cases

Commitment to service improvement

Gateway Express considers customer complaints a valuable source of information for service improvement. Our commitments:

• Periodic case review monthly — Operations Manager aggregates patterns, root causes, and improvement proposals
• Internal training — Customer Service staff receive regular training on complaint handling and soft skills
• Process updates — after each major case, operational procedures are reviewed and updated in internal systems
• Thanks to customers for feedback — every complaint is viewed by Gateway Express as an opportunity for improvement, not a burden

We believe transparency and listening are the foundation for building long-term customer trust.

Additional contact information

In addition to the complaint channels listed above, customers may refer to:

• Gateway Express contact page — full office information, hotline, business hours
• Privacy Policy — details on personal data processing
• Compensation Policy — details on compensation procedures and amounts
• Terms of Service — rights and obligations of both parties

Gateway Express headquarters: 22/40 Yen The, Tan Son Hoa Ward, Ho Chi Minh City — hotline 0944 247 267 / 0938 373 343, email info@gatewayexpress.com.vn, office (028) 3547 1747. Business hours: 8:00 AM – 6:00 PM, Monday to Saturday.