Instead of charging VND100/ minute as before, from August 2016, Viettel will not charge any calls to the Customer Care Center, irrespective of whether the call is from Viettel subscribers or other mobile networks subscribers.

Besides, Viettel are also re-planning prefix numbers which are oriented to answer intensively in each field:

• 18008098 Call center: Providing information relating to mobile services, Dcom, HomePhone;
• 18008119 Call Center: Providing information relating to fixed broadband services (ADSL, FTTH, fixed telephone and TV services);
• 18008000 Call Center: is exclusively for corporate customers, supporting information relating to channel services (Leasedline, Officewan,..), the Solution Service for Enterprises, schools (school management system SMAS, Vtracking Vehicles Management System, Viettel CA - Digital Signature Service...)

Owning 05 Viettel customer care centers in Ha Noi, Hai Phong, Da Nang, Ho Chi Minh City, Thai Nguyen province with over 4,000 tellers and a modern automatic answering system IVR, Viettel are able to serve about 5 million calls each day.

In addition to the traditional customer feedback channels (the call center, direct store), Viettel also organizes online customer care channels (through social networks, forums ...) in order to catch up with the trend of receiving information from society. Besides, the customer care system is also connected to Viettel's 63 provinces /cities, tens of thousands of local employees, government collaborators, the village, commune, with aim to serve customers under the slogans "360 degrees", "24/7".

Pioneering to be the only operator in Vietnam offering toll-free numbers and re-planning prefix numbers to answer intensively in each field, is a new step of Viettel to provide a more intensive service , eliminating all barriers to recognize  and listen to customer feedbacks, thereby improving service quality.

 “We always have deep respect for clients who are our partners creating products and services to meet customer requirements”, said Mr Nguyen Viet Dung - General Director of Viettel Telecom. Viettel’s professional customer care system, 24/7 are always willing to listen to and supporting customers at anytime, anywhere. “The toll-free calls to call center will enhance conditions for client accessing to Viettel customer care systems. This also shows that Viettel is making a big commitment: we are always listening and ready to serve customers”, Mr Nguyen Viet Dung stressed.