THE CONSTITUTIONAL RIGHTS AND LIBERTIES OF CITIZENS TO COMPLAIN: A CASE STUDY OF PROBLEMS AND OBSTACLES IN SUBMITTING COMPLAINTS THROUGH THE 1555 BANGKOK HOTLINE OF THE PHASI CHAROEN DISTRICT OFFICE

Abstract

The objectives of this research are as follows: 1) To study citizens' rights to file complaints according to the constitution, 2) To study the process of handling complaints by the Phasi Charoen District Office, and 3) To examine the problems, obstacles, and limitations of the complaint resolution process at the Phasi Charoen District Office. The research adopts a qualitative research approach, which is divided into two parts: 1) Document analysis and 2) Interviews with 21 relevant individuals and 5 representatives of the public who are involved in the complaint handling process.

The study findings indicate that 1) Complaining is the right and liberty of the people guaranteed by the Constitution, 2) The process of handling complaints follows established regulations and guidelines, enforced by the central authority, and overseen in accordance with official regulations and policies by the management, and 3) The identified problems and obstacles include physical constraints, unclear complaint details, conflicts or misunderstandings between complainants and the accused, lack of understanding of laws and work procedures by both parties, insufficient facilities and resources to carry out duties, inadequate staffing levels, varying levels of knowledge, understanding, and experience among responsible personnel, the ineffective responsiveness of the complaint resolution system in Bangkok, and a lack of public awareness and communication channels for reporting complaints, as well as certain complaints falling outside the responsibility of Phasi Charoen District Office