IVB commits to treating all customers fairly, involve in ensuring vulnerable customers also have the same experience as other customers in every aspect, making this group of customers more easily accessible to IVB’s products and services, and ensuring their rights when using IVB’s products and services, meeting the need and improving customer’s experience.

1. Definition

Vulnerable customer is customer who is likely to be subject to a variety of adverse impacts in terms of accessing to information, health, property and dispute settlement at the time of purchasing or using of IVB’s products and services, include:

1. The Elderly: is a person who is enough age of sixty (60) upward according to the Law on the Elderly;
2. The Disabled: is a person who is impaired in one or more body parts or suffers functional decline manifested in the form of disability which causes difficulties to his/ her work, daily life and study according to the Law on the Disabled;
3. The Children: is a child who is a human being below age of sixteen (16) according to the Law on the Children;
4. Ethnics; persons living in ethnic minority areas, mountainous areas, islands, areas with difficult socio-economic conditions, areas with extremely difficult socio-economic conditions prescribed by law;
5. Pregnant women or women raising a child under thirty six (36) months of age;
6. Person with fatal disease: is a person who has been concluded by provincial hospital, army hospital at army zone level or higher is being suffered from life-threatening illness, difficulty of having treatment remedy according to legal regulation;
7. Poor household member: is member of household has been granted the Certificate of Poor household by the competent state agency according to legal regulation.

(*) Condition for identifying vulnerable customer is prescribed and updated according to the relevant legal documents.

2. IVB’s responsibilities

Unless otherwise required by law, within the scope of resources, authority and internal regulation, IVB performs the care and protection of vulnerable customer’s rights according to the following principles and responsibilities:

1. Identify and care for vulnerable customer according to legal regulations. Condition for identifying vulnerable customer is prescribed in Clause 2 Article 3 of this Regulation and updated according to the relevant legal documents.
2. Prioritize to receive, handle and not transfer such request need to be protected and the vulnerable customer’s rights to third party for resolving, unless third party has relevant obligation;
3. Compensate for damage according to the civil law for vulnerable customer in case of delay, refusal of priority or receiving, handling vulnerable customer’s request;
4. Ensure the implementation of vulnerable customer’s rights in the process of using IVB’s products and services according to legal regulations;
5. Apply mechanism of resolving complaint, dispute according to legal regulations in accordance with each subject of vulnerable customer as prescribed by IVB’s internal regulation;
6. Do not refuse to resolve requests of being protected vulnerable customer’s rights according to the Law on Protection of consumer’s rights 2023 due to the differences in languages, habits and customs;
7. Do not discriminate, differentiate, take advantage of vulnerable factor to violate customer’s legal rights and interests in the process of making transaction;
8. Other responsibilities according to the Law on Protection of consumer’s rights 2023 and relevant law.

3. Amend policy

1. This Regulation includes but not limited to policies and conditions for identifying vulnerable customer that can be amended, updated according to current legal regulations and IVB’s internal regulations in each period.
2. When changing this Regulation, IVB shall officially notify on Digital Information Portal (Website), application (App) or corresponding and suitable technology background of IVB, ensuring that customer is always updated with information.

By using IVB’s Website, application or technology background, IVB understands that customer has read, understood and accepted the Regulation has been amended and supplemented.

4. Contact

• Head Office: 97A Nguyen Van Troi, Ward 11, Phu Nhuan District, Ho Chi Minh City
• IVB Branches, Transaction Offices
• Hotline: 1900 588 879 or (028) 37858042
• Email: support@indovinabank.com.vn
• Website: www.indovinabank.com.vn, Item “Contact”
• Fanpage: www.facebook.com/IndovinaBankLtd

{This Regulation is effective from 01/07/2024}