The National Competition Commission stops receiving requests for negotiation support from consumers according to the provisions of the Law on Protection of Consumer Rights.

On June 12, 2025, the Government issued Decree No. 146/2025/ND-CP regulating decentralization and delegation in the field of industry and trade, in which a number of tasks and powers in the field of consumer rights protection of the Ministry of Industry and Trade have been decentralized to the People's Committees at the provincial level, effective from July 1, 2025.

Specifically, Clause 1, Article 46 of Decree No. 146/2025/ND-CP stipulates: The tasks and powers of the Ministry of Industry and Trade in receiving and resolving consumer negotiation support requests as prescribed in Clause 3, Article 56, Article 57, Article 58 of the Law on Consumer Rights Protection 2023 are implemented by the People's Committees at the provincial level.

Thus, from July 1, 2025, to facilitate consumers, in case of disputes between consumers and business organizations or individuals requiring support from state agencies for negotiation, consumers shall send a request to the specialized agency of Industry and Trade in the locality (Department of Industry and Trade) where the consumer lives for advice and support in resolving the dispute.

In addition, according to the provisions of the Law on Consumer Protection, consumers can send requests for negotiation support to social organizations participating in consumer protection (such as the Vietnam Consumer Protection Association and local Consumer Protection Associations).

In case a dispute arises between a consumer and a business organization or individual and is resolved through negotiation, the consumer can follow these steps:

a) Step 1: Consumers send a request for direct negotiation with business organizations and individuals.

According to the provisions of Article 56 of the Law on Consumer Protection 2023:

1. Consumers send negotiation requests and related information and documents (if any) to business organizations and individuals at their headquarters, branches, representative offices, business locations, websites or through other communication methods that have been publicly announced or are being applied by business organizations and individuals.

2. Business organizations and individuals are responsible for receiving and negotiating with consumers within 07 working days from the date of receiving the request.

b) Step 2: In case the business organization or individual does not respond to the consumer's request for negotiation or refuses to negotiate without a valid reason, the consumer shall send a request for negotiation support to the state management agency or social organization participating in protecting consumer rights (as mentioned above) when his/her legitimate rights and interests are violated.

1. State management agencies on consumer rights protection and social organizations participating in consumer rights protection are responsible for forwarding consumer requests to business organizations and individuals requested for negotiation.

2. Business organizations and individuals are responsible for negotiating with consumers within 07 working days from the date of receiving the request and notifying in writing the negotiation results to the state management agency on consumer rights protection and social organizations participating in consumer rights protection as prescribed.

3. In case of refusing a consumer's request for negotiation, within 07 working days from the date of receipt of the request for negotiation, the business organization or individual must respond in writing and state the reason.

Some notes when sending a request for negotiation support:

Requesting state management agencies and social organizations participating in consumer rights protection to support negotiations is made after consumers have sent a request for negotiation but business organizations and individuals do not respond within 07 working days from the date of receipt of the request or refuse to negotiate without a valid reason;

Cases of not accepting and resolving requests for negotiation support are stipulated in Article 58 of the Law on Consumer Rights Protection, specifically:

1. Consumers are minors, people with limited civil capacity or difficulty in cognition or behavior control without a legal representative.

2. The person requesting negotiation support is not a Consumer (as prescribed in Clause 1, Article 3 of the Law on Consumer Protection 2023) or a legal representative of a consumer.

3. Consumers do not provide sufficient information and documents to accurately identify the relevant organizations and individuals or evidence related to the transaction.

4. The content of the request for negotiation support is not within the authority of the state management agency on consumer rights protection or the purpose, scope, and field of operation of the social organization participating in consumer rights protection.

5. The request for negotiation support has been resolved by a competent state agency or social organization participating in protecting consumer rights.

- In case the negotiation results are unsuccessful, consumers can refer to and follow other settlement methods prescribed in Article 54 of the Law on Consumer Protection (such as mediation, arbitration, court, etc.).

The Competition Commission informs and guides as above so that consumers are informed and comply with legal regulations.

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Source: Consumer Protection Department, National Competition Commission

Source: https://moit.gov.vn/tin-tuc/bao-chi-voi-nguoi-dan/uy-ban-canh-tranh-quoc-gia-dung-tiep-nhan-yeu-cau-ho-tro-thuong-luong-cua-nguoi-tieu-dung-theo-quy-dich-cua-luat-bao-ve-.html