Complaint Management Standard Operation Procedure: A case study of Saphansoong District, Bangkok Metropolitan Administration

Abstract

This research is a qualitative research. The objective is to study the management of complaints of Saphan Sung District Office, to study problems and obstacles and limitations in handling complaints Including suggestions for ways to solve problems and obstacles. Data collecting by analyzing documents and by structured interviews with 10 key informants. The finding were as followed; Complaint management of Saphan Sung District Office has a procedure and process for receiving complaints. They will be presented to executives to consider ordering and assign relevant departments to investigate and solve problems and coordinate with external agencies in cases that complaints are beyond the authority of the district office. There is continuous monitoring of the results of operations and report the results of the complaint resolution to the supervisor and the petitioner upon completion. Problems and obstacles encountered are lack of integration and cooperation with external agencies in solving complaints systematically. The problem of complainants reporting complaints with incomplete details of the matter. Lack of clarity and no contact information. Personnel lack knowledge and understanding of legal matters in handling complaints.