COMPLAINT MANAGEMENT IN HOUSING STATE PROJECTS IN BANKOK: A CASE STUDY OF THE SUBDIVISION COMPLAINT HANDLING UNIT, DEPARTMENT OF LANDS

Abstract

This study aimed to examine 1) the complaint management process in housing estate projects in Bangkok,
2) the factors influencing the effectiveness of complaint management, and 3) approaches to improve its speed, transparency, and responsiveness to public needs. A qualitative methodology was employed, using in-depth interviews with 18 key informants: six officials from the Subdivision Complaint Handling Unit of the Department of Lands and twelve individuals who had filed complaints regarding housing estates. A semi-structured interview guide was used, and content analysis was conducted to identify recurring themes. The findings revealed that the complaint management process was systematic, involving complaint reception, project status verification, fact-finding, subcommittee review, and outcome notification. Contributing factors to effective management included clear procedures, adequate human resources, strong inter-agency coordination, and an efficient tracking system. However, challenges included insufficient staffing, lack of a real-time data system, and delays due to dependence on traditional correspondence methods. Proposed improvements include enhancing staff capacity, implementing digital tracking systems, and promoting stakeholder participation in problem-solving. These strategies aim to improve overall efficiency, boost public satisfaction, and strengthen trust in government agencies.