CTAS Course complaint procedure

This procedure applies to complaints and disputes arising from buying and learning on the CTAS Course marketplace (course.ctas.vn), between buyers, publishers and CTA Solution Co., Ltd. The aim is to resolve them quickly, fairly and with a record, before anything has to go to an authority or a court.

1. Where to complain

• The Support form on course.ctas.vn (on every course page and under My courses).
• Email support@ctasolution.vn.
• A complaint should state: the account, the order code (if any), the course, what the complaint is and the evidence (screenshots, transaction references).

2. Steps

1. Receipt (within 1 business day): CTA Solution acknowledges the complaint, assigns it a reference and asks for anything missing.
2. Referral to the publisher (content matters): complaints about the content, quality or support of a course go to the publisher, who must answer the buyer within 3 business days, with CTA Solution following up.
3. Decision by CTA Solution (within 7 business days of having all the information): for complaints about payment, activation or payment errors, or when the buyer and the publisher cannot agree. CTA Solution reviews the store page as it was at purchase, the released content, the learning history and the exchanges between the parties, and issues a written conclusion (by email).
4. Remedy: as the conclusion requires — reopening the course, correcting content, a refund under the payment policy section 5, taking the course down, suspending the storefront. Refunds caused by a publisher are deducted from its settlement.
5. Appeal: within 7 days of the conclusion either party may ask for one review; CTA Solution answers within 7 business days.

The whole process normally takes no more than 30 days from receipt.

3. Intellectual property complaints

A rights holder sends a takedown request with proof of ownership and identifies the infringing content. Where there are reasonable grounds CTA Solution hides the content within 2 business days, notifies the publisher and gives it 5 business days to respond. The content is restored if the publisher proves its rights; otherwise it is removed permanently and the publisher answers to the buyers.

4. Personal data in complaints

Information provided by the parties is used only to resolve the complaint, kept under the privacy policy and provided to competent authorities when the law requires.

5. Competent authorities

If the procedure above fails, the parties may take the matter to the state consumer protection authority, the e-commerce authority (Ministry of Industry and Trade), a mediation body or the competent court under Vietnamese law. CTA Solution cooperates fully and provides transaction records on lawful request.

6. Good faith

The parties cooperate in good faith and provide truthful information. Complaints that appear abusive (repeated false complaints, refund demands after finishing the course) may be refused and the account restricted under the terms of use.