MITA Medical Tourism

Complaint Handling Policy

We are committed to resolving concerns fairly, transparently, and promptly.

At MITA Medical Tourism, we are dedicated to providing exceptional service to all our clients. If you have a concern or complaint about any aspect of our services, we encourage you to bring it to our attention. We will handle your complaint seriously, fairly, and confidentially.

Our complaint handling process is designed to be accessible, timely, and transparent, ensuring that every concern is thoroughly investigated and appropriately resolved.

01

Submit Your Complaint

You may submit your complaint through any of the following channels:

• Email: Send a detailed description of your complaint to minhtan@mitaholdings.vn • WhatsApp/Zalo: +84 398 626 600 • In Person: Visit our office at 12M Cat Linh, O Cho Dua, Hanoi, Vietnam • Website Contact Form: Use the contact form on our website

Please include your full name, contact information, details of the service received, and a clear description of the issue. Supporting documents such as receipts, medical records, and correspondence are helpful.

02

Acknowledgment of Receipt

Upon receiving your complaint, MITA will:

• Send an acknowledgment of receipt within 3 business days • Provide you with a unique complaint reference number • Inform you about the expected timeline for resolution • Assign a dedicated complaint handler to your case

If you do not receive an acknowledgment within 3 business days, please follow up with us via email or phone.

03

Investigation and Review

Our complaint handler will conduct a thorough investigation, which may include:

• Reviewing all relevant documentation and correspondence • Interviewing staff members involved in your case • Consulting with partner healthcare providers if applicable • Evaluating the facts against our service standards and policies • Identifying any systemic issues that may have contributed to the complaint

We aim to complete the investigation within 10-15 business days. If the investigation requires more time, we will inform you of the expected delay and reasons.

04

Resolution Proposal

Based on the investigation findings, MITA will propose a resolution, which may include one or more of the following:

• A detailed explanation of findings • An apology, if warranted • Corrective actions to address the issue • Service credit or partial/full refund where appropriate • Compensation for verifiable losses, if applicable • Referral to relevant authorities if the complaint involves legal matters

The resolution proposal will be communicated to you in writing within 5 business days after the investigation is completed.

05

Appeal Process

If you are not satisfied with the proposed resolution, you have the right to appeal:

• Submit your appeal in writing within 14 days of receiving the resolution proposal • Clearly state the reasons for your dissatisfaction and any additional information • Your appeal will be reviewed by a senior management team member not previously involved in your case • The appeal review will be completed within 10 business days • The senior management decision is final within MITA's internal complaint process

Throughout the process, we remain committed to treating you with respect, fairness, and transparency.

06

External Resolution

If you remain unsatisfied after the internal appeal process, you may pursue external resolution options:

• Mediation through a mutually agreed mediator in Hanoi, Vietnam • Legal action in accordance with the laws of the Socialist Republic of Vietnam • Filing a complaint with relevant consumer protection authorities • Contacting the Vietnamese Medical Association or relevant professional bodies

We encourage you to attempt resolution through our internal process first, as it is typically the most efficient and cost-effective approach. However, nothing in this policy restricts your right to seek legal remedies at any stage.

Our Commitment to You

  • All complaints will be handled confidentially
  • You will not face any disadvantage for making a complaint
  • We will communicate with you in your preferred language where possible
  • We continuously improve our services based on your feedback
  • You have the right to be accompanied by a representative at any stage