III.7. Dispute and complaint resolution process

III.7.1. Principles for dispute and complaint resolution

• Tabtab.me is an intermediary portal connecting and providing real estate information between sellers and buyers; lessors and lessees without directly participating in any activities or content of agreements in transactions between the parties.

• Parties participating in real estate sales and rental transactions must self-assess and be responsible for all personal information, real estate information and real estate services if participating in the transaction. Accordingly, the Advertiser must fully and accurately fill in the information required to be provided on Tabtab.me including but not limited to address information, legal information, description information of the real estate or any other information provided by the Advertiser on Tabtab.me. In case the Poster does not provide complete and accurate information as required in the information declaration form on the system, Tabtab.me is exempted from its responsibility according to the provisions of Article 13 of the Law on Consumer Protection 2010. Tabtab.me's Board of Directors is ready to provide prompt and timely support when receiving feedback and complaints about the Poster posting inaccurate or untrue information and advertisements. In case of receiving complaints, Tabtab.me's Board of Directors will coordinate to reconfirm the information and, depending on the level, Tabtab.me will take appropriate and timely measures in accordance with the terms of this regulation and the provisions of relevant laws.

• Tabtab.me always respects and strictly implements the provisions of the law on protecting consumer rights. Tabtab.me has built tools for Advertisers to provide complete, accurate, honest and detailed information related to real estate and other related services (If any) to ensure the honesty of information from users.

• Related parties include: Advertisers and buyers/sellers/renters/tenants/members participating in tabtab.me are responsible for their own actions and decisions when accessing information from Tabtab.me and are responsible for resolving any issues that arise (If any).

• Advertisers are fully responsible for the content posted on Tabtab.me. In case of any complaints, Advertisers are responsible for providing documents certifying information related to the incident causing conflict and complaints to Tabtab.me and the complainant. In all cases, the Advertiser must be responsible for resolving all complaints from complainants related to real estate and real estate services included in the content posted on Tabtab.me (If any).

• In case of conflicts, complaints, disputes, the parties will prioritize resolution by negotiation and conciliation. In case of unsuccessful negotiation and conciliation, Tabtab.me requests the parties to submit a petition to the competent state agency for settlement in accordance with the provisions of law.

III.7.2. Procedure for receiving and resolving complaints and disputes:

• Step 6: The Customer Service Department responds to the person requesting to resolve the complaint or dispute regarding the content of the complaint or dispute and the resolution plan for the complaint or dispute (If any). In case the person requesting to make a complaint or dispute agrees with the content and resolution plan for the complaint or dispute, the complaint or dispute acceptance and resolution process ends. In case the person requesting to make a complaint or dispute does not agree with the resolution plan for the complaint or dispute and requests to resolve it again, the request for re-resolution of the complaint or dispute will be accepted by the Customer Service Department. The process repeats Steps 2, 3, 4, 5 and 6. In Step 6, if the member still does not agree with the resolution plan for the complaint or dispute proposed by the Customer Service Department, the person requesting to make a complaint or dispute has the right to complain or file a lawsuit with a competent state agency in accordance with the provisions of law.

• Step 1: All requests for complaint and dispute resolution will be forwarded to the Customer Care Department for receipt.

Hotline: [phone]

Email: [e-mail]

• Step 2: The Customer Care Department will promptly receive complaints, verify the information provided (through relevant sales staff, complaint information on Tabtab.me and competent authorities (if any)) and forward the request for complaint and dispute resolution to the relevant Department to propose a resolution plan.

• Step 3: The relevant Department proposes a resolution plan for complaints and disputes and responds to the Customer Care Department.

• Step 4: The Customer Care Department requests approval from the Board of Directors.

• Step 5: The Board of Directors reviews and approves the resolution plan for complaints and disputes.

• Step 6: The Customer Service Department responds to the person requesting to resolve the complaint or dispute regarding the content of the complaint or dispute and the resolution plan for the complaint or dispute (if any).

In case the person requesting to make a complaint or dispute agrees with the content and resolution plan for the complaint or dispute, the complaint or dispute acceptance and resolution process ends. In case the person requesting to make a complaint or dispute does not agree with the resolution plan for the complaint or dispute and requests to resolve it again, the request for re-resolution of the complaint or dispute will be accepted by the Customer Service Department. The process repeats Steps 2, 3, 4, 5 and 6. In Step 6, if the member still does not agree with the resolution plan for the complaint or dispute proposed by the Customer Service Department, the person requesting to make a complaint or dispute has the right to complain or file a lawsuit with a competent state agency in accordance with the provisions of law.