Complaint Handling

jForth – the service that works alongside you to turn ideas into technology products (commercialised by JDO GROUP) – is committed to receiving and handling feedback, requests and complaints from customers, businesses and service users transparently, in good faith and in strict compliance with the law.

1. How to Contact Us

Customers, partners and service users can send feedback, support requests or complaints to jForth through the following channels:

• Email: info@jdo.vn
• Hotline: (+84) 98 377 9718
• jForth website: through the "Contact us for a consultation" form on the official website.
• In writing: to jForth's office address: 8th Floor, Bach Dang Complex, 50 Bach Dang Street, Hai Chau Ward, Da Nang City, Vietnam.

Note: Feedback, requests or complaints should include the full contact details of the individual or business, the details of the matter to be handled (for example, the name of the project or the related contract number, the affected item, and when it occurred) and any related documents or images, so that jForth has a basis to check and resolve it quickly.

2. Handling Process

• After receiving the information, jForth's consulting and delivery team will check it against the project records and documents exchanged, and confirm the content of the feedback, request or complaint with the customer.
• Depending on the nature and severity of the matter (a delay, a difference from the agreed scope, a defect in the delivered product, an issue with personal information, etc.), jForth will investigate and work with the customer's contact person, the project delivery units or other relevant parties to arrive at the most thorough and appropriate resolution.
• For services provided under a contract, issues are resolved in accordance with the terms agreed between the parties (including any service-level commitments) and applicable law.

3. Response Times

• jForth will acknowledge receipt within a reasonable time (usually within 24 working hours) of receiving all the necessary information from the customer.
• The specific time to resolve and remedy the matter depends on its nature and complexity (for example, a minor defect in a delivered product can be fixed quickly, while a matter that must be checked with several parties takes longer) and on the cooperation of the parties involved in providing information.

4. Principles

jForth receives and handles feedback, requests and complaints objectively and in good faith, keeps customers' ideas, documents and project information strictly confidential, and protects the lawful rights and interests of all parties in accordance with the law and the agreements signed.