ENHANCING THE CIVIL AVIATION AUTHORITY OF THAILAND COMPLAINT MANAGEMENT EFFICIENCY IN COMPLIANCE WITH THE QUALITY MANAGEMENT SYSTEM ISO 10002:2018
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The objectives of this research article were to: 1) Examine the current state of the complaint management process of the Civil Aviation Authority of Thailand (CAAT) in accordance with the Quality Management System standard ISO 10002:2018; and 2) Propose guidelines for enhancing the efficiency of CAAT's complaint management process in accordance with the Quality Management System standard ISO 10002:2018. This study employed a qualitative research methodology, collecting data through semi-structured in-depth interviews with five purposively selected key informants, comprising executives and officers involved in the complaint management process. Data were analyzed through content analysis together with a review of relevant secondary documents. The findings revealed that: 1) CAAT's current complaint management process was consistent with ISO 10002:2018, covering nine key elements: communication, receipt of complaints, tracking of complaints, acknowledgement of complaints, initial assessment of complaints, investigation of complaints, response to complaints, communicating the decision, and closing complaints. Its strengths included the availability of multiple complaint channels, a modern online system, and prompt acknowledgement of complaints. However, several limitations were identified, including insufficient detail in the display of complaint progress, unclear severity classification criteria, incomplete investigations, inadequate interdepartmental coordination, and a gap between complainants’ expectations and CAAT's scope of authority. and 2) The proposed approaches for improvement should focus on developing clear standard operating procedures and service timelines, enhancing information technology systems for complaint intake and status tracking, promoting clear and transparent communication, establishing more systematic assessment and investigation criteria, and utilizing complaint data to continuously improve work processes and strengthen regulatory oversight quality.
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