Following recent approval by Da Nang People’s Committee Vice Chairman Dang Viet Dung, a regulation has been released about how to deal with unexpected situations which might arise with tourism activities.

International visitors enjoying a city tour by cyclo

Under the new regulation, as soon as a complaint which relates to a local security problem is received from a visitor to the city, the local district authorities will work closely with relevant agencies to deal with the issue.  If the complainant is a foreigner, the local police force and the municipal Department of Foreign Affairs will jointly handle their problems in accordance with Vietnamese laws.

Regarding a complaint about the price or quality of a local tourism service, the municipal departments of Industry and Trade, Tourism, Finance, and Taxation will join efforts to solve the problem. 

If a complaint concerns the price or quality of a transport service, the Department of Transportation will ask relevant local agencies to deal with the case in accordance with legal procedures.

The local departments and agencies involved are required to reply to the complainant within 5 days of receiving the complaint.  However, if the case is complicated or sensitive, the units involved must immediately report the matter to the city leaders on their private phones, and send them any relevant documents no later than 4 hours after the incident.  If the incident occurs on a weekend or public holiday, they must send a report before 9am of the first working day after the break.