Citizen Complaints Management of the Udonthani Damrongdharma Center

Abstract

This article explains how the Udonthani Damrongdharma Centre conducts the process of citizen complaint analysis and categorization before dispatching the complaints to the relevant organizations. The data were collected by interviewing key informants that included the Udonthani Dhamrongdhama Centre’s administrators and officers, officers of Provincial Administrative Organizations, and citizens who sent complaints to the Centre. The interview data were analyzed by employing the thematic approach. The results showed that the citizen’s complaints were analyzed by emphasizing the issues of those complaints, e.g., a request for assistance or a request for justice. For the categorization process, the Centre processed the complaints based on the formal procedures set by the Ministry of Interior by considering six criteria: 1) Experiencing trouble or annoyance; 2) Private complaints against public servants; 3) Requests for assistance; 4) Official Notification, 5) Land-use conflicts, and 6) Other cases. The complaints that have to be sent out to responsible organizations are in two categories: complaints related to the responsibility of other organizations and those with non-negotiable issues.