DMCA AI Co., Ltd is dedicated to protecting customer rights and resolving any service feedback, counter-notice disputes, or billing inquiries with full transparency and procedural rigor.
1. Official Channels for Complaints
DMCA AI Co., Ltd
📍 Office Address: 102 Quoc Huong, An Khanh Ward, Ho Chi Minh City, Vietnam
📞 Hotline: +84 845 814 581 (VN) | +1 (862) 910-8783 (US)
✉️ Email: khiet@dmcaai.com
⏱️ Operating Hours: 08:00 – 18:00 (UTC+7) Mon–Sat (24/7 on-call emergency intake for live search penalties)
2. Three-Tier Complaint Escalation Matrix
To guarantee accountability and prompt handling, complaints are categorized into three operational levels:
| Escalation Level | Scope & Inquiry Type | Target SLA Response | Assigned Department |
|---|---|---|---|
| Tier 1: Technical & Filing Status | Filing timeline status, platform acknowledgment queries, minor URL corrections. | Within 24 business hours | Legal Operations & Client Support |
| Tier 2: Service Scope & Billing | Refund eligibility reviews, counter-notice disputes, warranty extension requests. | 48 – 72 business hours | Lead Technical Officer & Billing Team |
| Tier 3: Executive & Legal Escalation | Contractual disputes, complex fraudulent claim defense, formal legal notices. | 3 – 5 business days | Executive Management & Legal Counsel |
The C.A.R.E™ Dispute Resolution Protocol
All client complaints submitted to DMCA AI follow our standardized 4-stage protocol:
- C — Case Intake & Ticket Verification: Instant receipt confirmation and ticket issuance within 24 business hours.
- A — Audit of Filing Logs: Comprehensive inspection of submission logs with Google Legal, timestamps, and origin proofs.
- R — Remedy & Resolution Proposal: Clear corrective action proposal: free secondary submission, extended index warranty, or refund execution.
- E — Execution & Closure: Full delivery of agreed remedies with auditable documentation.
3. Four-Step Resolution Process
- Step 1: Receipt (within 24 hours) — complaints received via email or messaging are logged and assigned a tracking ticket.
- Step 2: Investigation (1-2 business days) — our legal operations team reviews case files, filing logs, and platform communication records.
- Step 3: Solution proposal (within 3 business days) — a formal response outlining corrective actions or resolutions is issued to the client.
- Step 4: Fulfillment and follow-up — resolution actions are executed and verified with client confirmation.
4. Resolution Timelines
- Initial acknowledgement: Within 24 business hours.
- Final dispute resolution: Within 3 to 7 business days.
5. Governing Law & Arbitration
Disputes are first addressed through good-faith negotiation and mediation within 30 days. Unresolved disputes fall under the jurisdiction of the competent courts of Ho Chi Minh City, Vietnam. Platform DMCA procedures operate under 17 U.S.C. § 512 — see our DMCA Policy.
DMCA AI Legal Operations Team
Email: khiet@dmcaai.com · Hotline: +84 845 814 581
Address: 102 Quoc Huong, An Khanh Ward, Ho Chi Minh City, Vietnam.
Related policies: Refund Policy · Payment Policy · Pricing Policy · Service Restrictions · Terms of Service.