Method for Receiving and Resolving Feedback, Requests and Complaints

For any support request, feedback or complaint about the service, please contact us through:

• Online form on the Contact page.
• Email contact@omicslab.io — please state “Feedback / Complaint” in the subject line.
• Data protection contact (DPO) Nguyen Tan Thanh Giang — giangnguyen@omicslab.io for complaints relating to personal data.
• By post or in person at: VIEOMICS COMPANY LIMITED, No. 10 Song Thao, Tan Son Hoa Ward, Ho Chi Minh City, Vietnam.

• Step 1 — Receive: our customer support team receives the complaint through the channels above and confirms receipt.
• Step 2 — Analyse and verify: the complaint is passed to the relevant technical or service teams to check and verify the cause and severity.
• Step 3 — Propose a solution and respond: based on the verification, we propose a resolution and contact the customer directly to agree it.
• Step 4 — Implement and close: if the customer agrees, we implement the agreed resolution and notify the customer that the complaint is closed.

We acknowledge feedback, requests and complaints within 3 working days of receipt. Depending on the nature, complexity and content of each complaint, we aim to resolve it within 7 working days of confirming receipt of the complete information and documents needed from the customer.

For matters requiring further verification, reconciliation, or coordination with partners or other third parties, the resolution period may be longer. In that case we inform the customer of the status, the reason and the expected completion time.

• Clarify with the customer: we may exchange with the customer through the channels above to clarify the matter, its cause and the proposed handling.
• Check and reconcile information: we may check account, transaction, usage-history and system data, and documents provided by the customer.
• Request additional information: where necessary, we may ask the customer for more information, images, documents or related materials.
• Coordinate with relevant parties: where a matter involves a partner, infrastructure provider or other third party, we may coordinate with them to check and verify.

If you disagree with the outcome, you may request a review or bring the matter before a competent authority or court under Vietnamese law. Consumers may also lodge complaints with the state authority responsible for consumer protection. Nothing in this policy limits your statutory rights as a consumer.