Chapter 4.
SETTLEMENT OF DISPUTES BETWEEN CONSUMERS AND ORGANIZATIONS OR INDIVIDUAL TRADING GOODS AND/OR SERVICES
Article 30. Modes of settling disputes between consumers and organizations or individuals trading goods and/or services
1. Disputes arising between consumers and organizations or individuals trading goods and/or services are addressed through:
a) Negotiation;
b) Reconciliation;
c) Arbitration;
d) Court.
2. No negotiation or mediation is permitted in case of disputes causing damage to the interests of the State, the interests of many consumers, the public interest.
Section 1. NEGOTIATION
Article 31. Negotiation
1. Consumers have the right to submit a request to organizations or individuals trading goods and/or services to negotiate when their legitimate rights or interests are deemed to be infringed upon.
2. Organizations or individuals trading goods and/or services are obliged to receive and negotiate with consumers for a period not exceeding 07 working days after receipt of the request.
Article 32. Negotiation results
The result of a successful negotiation between the organizations or individuals trading goods and/or services and consumers shall be made in writing unless the parties otherwise agree.
Section 2. MEDIATION
Article 33. Mediation
Organizations or individuals trading goods, services, and consumers have the right to agree to select a third party, that is, individual or organization to perform the mediation.
Article 34. Mediation Principles
1. To ensure objectivity, honesty and good will, no force or deceit.
2. Organizations or individuals conducting the mediation, the mediation-participating parties must ensure confidentiality of information relating to the mediation, unless the parties agree otherwise or otherwise provided by law.
Article 35. Mediation organization
Organizations or individuals that have adequate conditions specified by the Government are eligible for establishing a mediation organization to resolve disputes between consumers and organizations or individuals trading goods and/or services.
Article 36. Records of the mediation
1. Minutes of the mediation must contain the following principal contents:
a) Organizations or individuals to conduct the mediation;
b) The parties in the mediation;
c) Content of mediation;
d) Time and place of mediation;
e) The opinions of the parties in the mediation;
f) Results of the mediation;
g) The duration for implementing the mediation results.
2. Minutes of mediation must be signed by the parties in the mediation and the signature for confirmation of the organization or individual conducting the mediation.
Article 37. Performing the results of the successful mediation
The parties are responsible for implementing the results of successful mediation within the agreed period prescribed in minute of mediation; in case where one party does not implement voluntarily, the other party shall have right to suit at court for settlement in accordance with laws.
Section 3. ARBITRATION
Article 38. Effect of arbitration Clause
Organizations or individuals trading goods and/or services must notify of the arbitration terms and condition before concluding the contract and the notification must be accepted by consumers. Where the arbitration term and condition is incorporated into the form-based contract or the general transaction condition by organizations or individuals trading goods and/or services, if any disputes happen, consumers as individual have the right to select other modes to resolve the dispute.
Article 39. The order and procedures for dispute resolution at arbitration
The order and procedures for settling disputes at arbitration was observed in accordance with the law on commercial arbitration.
Article 40. Burden of proof
Burden of proof in the dispute settlement at arbitration shall comply with the provisions of Article 42 of this Law.
Section 4. SETTLEMENT OF DISPUTES BY COURT
Article 41. Civil cases on the protection of consumers’ interests
1. Civil cases on the protection of consumers’ interests is the case that the suitor is a consumer or social organizations that protect consumers’ interests under the provisions of this Law.
2. Civil cases on the protection of consumers’ interests are resolved by simple procedures prescribed in the law on civil proceedings when all the following conditions are met:
a) Individual as a consumer takes lawsuit against organizations or individuals that directly provide goods or services to consumers subject to the lawsuits;
b) The case is simple, and evidence is clear;
c) The transaction value of less than VND 100 million.
Article 42. Burden of proof in civil cases on protecting the interests of consumers
1. Consumers are obliged to provide evidence and prove as to the evidence in civil cases on protecting the legitimate rights and interests in accordance with the law on civil proceedings, except for proving the fault of the organization or individuals trading of goods and/or services.
2. Organizations or individuals trading goods and/or services are obliged to prove their innocence in causing the damage.
3. Court shall decide which the party is faulty in civil cases on protecting the interests of consumers.
Article 43. Court charges and court fees for civil cases on protecting the interests of consumers
1. Court charges and court fees for civil cases on protecting the interests of consumers are observed in accordance with the law on court charges and court fees.
2. Consumers initiate civil lawsuits to protect their legitimate rights and interests are not obliged to pay in advance their court charges and court fees.
Article 44. Providing information about the civil case on the protection of consumers’ interests by social organization that take the lawsuit
1. Social organizations that protect consumers’ interests shall be responsible for informing publicly by appropriate forms of legal action and take responsibility for the information they publish, ensuring no impact on the normal operation of organizations or individuals trading goods and/or services.
2. Contents to inform stipulated in Clause 1 of this article include:
a) Social organizations protecting consumers’ interests that take the lawsuits;
b) Organizations or individuals trading goods and/or services being provided;
c) Content for taking lawsuit;
d) Procedures and deadline for registering to join the case.
3. Court shall publicly posted at the courthouse the information about whether or not the case was filed within 03 working days after filing of the case under the provisions of the law on civil proceedings.
Article 45. Notification of the verdict or decision of the Court on settlement of the civil case on the protection of consumers’ interests being suited by social organizations
Verdicts and decisions by the Court to settle the civil case on the protection of consumers’ interests being suited by social organizations must be publicly posted at the office of the Court and publicized on the mass media using appropriate forms.
Article 46. Money in compensation for damages in civil cases on protecting the interests of consumers being suited by social organizations for the public interest
Money in compensation for damages in civil cases on protecting the interests of consumers being suited by social organizations protecting consumers’ interests by virtue of the public interest shall comply with the verdict or decision of the Court.
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Luật bảo vệ quyền lợi người tiêu dùng 2010 (Bản Word)