This morning of March 6, Vietnam Competition Authority – Ministry of Industry and Trade (23 Ngo Quyen Street, Hoan Kiem District, Hanoi, Vietnam) officially put into operation the Consumer Support and Consulting Call Center via toll free number 1800- 6838 using MPCC solution of MP Telecom.
To open the ceremony, Mr. Trinh Anh Tuan – Deputy Director of Vietnam Competition Authority (VCA) confirmed that consulting and protecting consumers is the most important mission of VCA – Ministry of Industry and Trade.
Mr. Trinh Anh Tuan stated to open the ceremony
Working to protect the interests of consumers is becoming more urgent and important than ever. Every year, thousands of cases of law violations related to the consumer has been handled by the authority. Only in 2014, VCA – Ministry of Industry and Trade has received more than 1,000 complaints from consumers that were sent to The Quality Assurance Department via website, email, mail, phone, and direct meeting. Among those channels, telephone was the most common way receiving highest number of consumer complaints at 90%. Although VCA already built a Hotline number (04-3938-7846) from middle of 2012, the phone number has some limitations such as: the phone number is not easy to remember, premium call charges. Therefore, still not many consumers have known and used this Hotline.
From the above reasons and in order to increase maximum protection of consumer interests in Vietnam, VCA has decided to set up the Consumer support & consulting Contact Center through the toll free number 1800-6838 from end of 2014 with many helpful functions like support and advice consumers in case of any complaints about goods or services; receive reports on violations of laws to protect the rights of consumers and competition in the nation. This phone number is easy to remember, FREE charge to the caller, based on the idea of combining 1800 and the digits “6838” corresponds to the letters “N, T, D, V” (Người – Tiêu – Dùng – Việt) on the computer keypad. After a period of trial operation and the 1st upgrade in February 2015, VCA officially put the Call Center into operations from the beginning of March 2015 in response to the Day of World Consumer Rights 15/3/2015.
At 8h50 same day, Mr. Trinh Anh Tuan, Deputy Director, VCA officially turned on the Consumer Support & Consulting Call Center – 18006838
Mr. Trinh Anh Tuan pressed the button to start the Call Center operation
Moreover, the database will be refreshed and upgraded regularly. Mr. Nguyen Hoang Long, Department of Consumer Right Protection, VCA said the new Call Center will be able to optimally extract, synthesize and backup the data via MPCRM software and the most important thing is the Call Center can receive a lot of phone calls at a time based on MPCC solution developed by MP Telecom.
Mr. Nguyen Hoang Long, Department of Consumer Right Protection, VCA
Also at the ceremony, Mr. Nguyen Manh Hung, representative of Vietnam Standard and Consumer Association (VINASTAS) gave an example of a Korean Call Center resolving complaints in 9 languages to show the necessity of setting up the Call Center 1800.6838 in Vietnam.
Mr. Nguyen Manh Hung from VINASTAS
Mr. Nguyen Viet Trung – CEO of Minh Phuc Co. Ltd. (MP Telecom) and Ms Doan Thu Trang – Deputy CEO of MPTelecom – the provider of MPCC & MPCRM solutions – were present at the ceremony.
Mr. Nguyen Viet Trung – CEO of MP Telecom
Ms Doan Thu Trang – Deputy CEO of MPTelecom and Mr. Trinh Anh Tuan – Deputy Director, VCA
The launching of Consumer Support & Consulting Call Center – 18006838 in Hanoi is just the first step of the construction of Call Center system across the country. Expected in Quarter 2, VCA will continue to install another Call Center in its office in Ho Chi Minh City and then set up, be connected to the base line of departments of Industry and Trade, consumer associations nationwide.
VCA, Ministry of Industry and Trade