Conversion from e-documents into physical documents and vice versa shall be carried out as prescribed by e-transaction laws, specialized laws and regulations of Clauses 2 and 3 herein.

Article 15. Conversion from e-documents into physical documents and conversion from physical documents to e-documents

1. Conversion from e-documents into physical documents and vice versa shall be carried out as prescribed by e-transaction laws, specialized laws and regulations of Clauses 2 and 3 herein.

2. Requirements for an e-document converted from a physical document to be declared or presented to handling authorities:

a) It must specify the contents of the physical document; and

b) It must contain a digital signature registered for use on the Vietnam National Single Window (VNSW) of the declarant.

3. Requirements for a physical document converted from an e-document issued via the VNSW:

a) It must specify the contents of the e-document;

b) It must bear signs denoting that it was converted from an e-document issued via the VNSW. Such signs include information indicating that the document was digitally signed by a licensing authority or the supervisory unit; name, email address and phone number of the signer and date of digital signature, which shall be announced by the supervisory unit at https://vnsw. gov. vn;

c) It must bear the valid signature, full name and seal of the person making the conversion (the declarant).

Article 16. Receipt and resolution of difficulties encountered by users

1. Users shall report difficulties encountered via calling the VNSW switchboard, email or sending reports to support units of supervisory ministries.

Information on the VNSW switchboard and email address are published on the VNSW/websites of supervisory ministries.

2. Responsibilities of support units receiving difficulties:

a) Receive and proactively handle difficulties concerning their ministries or regulatory bodies;

b) Promptly forward difficulties concerning another ministry or regulatory body or difficulties that shall be handled in an interdisciplinary manner to relevant support units.

3. Responsibilities of the online support unit of the supervisory unit:

a) Act as the contact point for receipt and take charge in handling difficulties related to the VNSW and dealing with matters outside of handling competence of ministries or regulatory bodies in an interdisciplinary manner;

b) Develop a Question - Answer database which serves as the basis for user support.

Article 17. Problem solving

In case the VNSW encounters a problem or force majeure event and is unable to exchange or provide information electronically, resolution procedures are as follows:

1. The supervisory unit shall immediately announce the problem on the VNSW and provide the information mentioned in Point dd Clause 2 Article 7 for relevant handling authorities via official dispatches, telephone or email using the addresses given to the supervisory unit.

2. Handling authorities shall inform declarants in writing or via email using the declarants’ registered addresses to complete the on-going procedures on the VNSW.

3. During the remediation time, administrative procedures shall be carried out via one of the following methods:

a) By physical dossiers;

b) Via specialized processing systems following the instructions from handling authorities or instructions from handling authorities in compliance with regulations of specialized laws.

4. The supervisory unit shall announce list of administrative procedures to be carried out outside of the VNSW while the problem is taking place.

5. Handling authorities must review, compare and upload data to the VNSW no later than 01 working day after the problem has been solved.