Complaint Handling Procedure

COMPLAINT HANDLING MECHANISM AND PROCEDURE

If you have any questions, feedback, or wish to exercise your rights regarding your Personal Data, please contact Nicetrips through the following channels:

NICETRIP TRAVELS CO., LTD

• Office Address: MD Complex Building, No. 28 Nguyen Co Thach Street, Nam Tu Liem District, Hanoi, Vietnam.
• Privacy-related Contact Email: info@nicetriptravels.com
• Website: https://nicetriptravels.com/

If you are dissatisfied with our response, you have the right to submit a complaint or report to the competent authority responsible for Personal Data protection:

Cybersecurity and High-Tech Crime Prevention Department – Ministry of Public Security of Vietnam.

Procedure for Receiving and Handling Data Subject Requests

Step 1: Receipt of Request

The Data Subject submits a request, feedback, or complaint relating to the processing of Personal Data through Nicetrips’ official communication channels.

The request should clearly specify the matter requiring assistance, relevant Personal Data, and the requested action or resolution from the Data Subject.

Step 2: Verification of Requester’s Identity

Upon receiving the request, Nicetrips shall verify the requester’s information to ensure that the person submitting the request is the Data Subject or a legally authorized representative.

Such verification may be conducted by comparing and confirming information previously provided by the customer during communication, consultation processes, or use of Nicetrips’ Travel Services.

Step 3: Assessment and Processing of Request

Nicetrips shall review the content of the request, determine the scope of relevant Personal Data, and implement appropriate measures, including:

• Providing information regarding Personal Data processing activities upon a lawful request from the Data Subject;
• Updating or correcting inaccurate or incomplete Personal Data;
• Deleting, destroying, or restricting the processing of Personal Data where the applicable legal requirements are satisfied;
• Providing explanations and responses to inquiries, feedback, or complaints relating to Personal Data processing activities.

Step 4: Notification of Processing Results

After completing the review and processing of the request, Nicetrips shall notify the Data Subject of the processing results through an appropriate communication method within a reasonable period.

Where Nicetrips is unable to fulfill the Data Subject’s request, Nicetrips shall notify the Data Subject of the reasons for refusal or limitation of processing, including cases where Personal Data must continue to be retained or processed for the purposes of:

• Fulfilling legal obligations;
• Providing or completing Travel Services registered by the customer;
• Resolving disputes or complaints;
• Protecting the legitimate rights and interests of Nicetrips or third parties.

Step 5: Complaints or Reports to Competent Authorities

Where the Data Subject disagrees with Nicetrips’ processing results or believes that their legitimate rights and interests relating to Personal Data have been infringed, the Data Subject has the right to submit a complaint, report, or request competent state authorities responsible for Personal Data protection to review and resolve the matter in accordance with Vietnamese laws and regulations.

Nicetrips commits to receiving and handling Personal Data-related requests based on the principles of transparency, protection of Data Subject rights, and compliance with Decree No. 13/2023/ND-CP on Personal Data Protection and other applicable legal regulations.