Chapter VII

ADMINISTRATIVE VIOLATIONS AGAINST REGULATIONS ON DISPUTE SETTLEMENT, PENALTIES AND FINES

Article 113. Violations against regulations on settlement of disputes and complaints, and damage compensation during service provision

1. A warning or a fine ranging from VND 600,000 to VND 1,000,000 shall be imposed for the commission of one of the following violations:

a) Failing to establish or post complaint settlement procedures at points of services;

b) Failing to settle complaints within the prescribed time limits;

c) Refusing to settle a complaint without giving a written notification which indicates reasons for such refusal to the complainant within 05 (five) working days from the receipt of that complaint.

2. A fine ranging from VND 1,000,000 to VND 2,000,000 shall be imposed for the commission of one of the following violations:

a) Failing to notify complaint settlement results in writing to complainants;

b) Failing to retain or insufficiently retaining documents and information on complained services.

3. A fine ranging from VND 2,000,000 to VND 5,000,000 shall be imposed for failing to return service charges or making damage compensation to service users in case such damage is caused by the enterprise or its agency.

4. A fine ranging from VND 5,000,000 to VND 7,000,000 shall be imposed for failing to settle or failing to report complaint settlement results at the request of a competent authority.