การดำเนินงานเพื่อยุติปัญหาเรื่องร้องทุกข์จากผู้บริโภคของสำนักงานคณะอนุกรรมการคุ้มครองผู้บริโภคประจำจังหวัดเชียงใหม่

Abstract

This research aims to study 1) The process of resolving complaints and coordinating cooperation with other relevant sectors to settle complaints between parties. 2) Methods and processes for reconciling disputes between complainants and defendants to resolve consumer complaints at the Chiang Mai Provincial Consumer Protection Office. 3) The obstacles in the operation of the Chiang Mai Provincial Consumer Protection Office. 4) Feedback from complainants and defendants regarding the operations to resolve complaints by the Chiang Mai Provincial Consumer Protection Office. This study employs a qualitative research methodology by collecting in - depth interview data from managers and staff members at the Chiang Mai Provincial Consumer Protection Office and related agencies, totaling 8 representatives, as well as 24 complainants and defendants, for a total of 32 participants. The research tools include semi-structured interview questionnaires consisting of two sets. Set 1 for state officials and involved parties, and Set 2 for complainants and defendants. The study findings are as follows 1) The Chiang Mai Provincial Consumer Protection Office handles complaints in accordance with legal procedures and regulations governing the conduct of public officials for the benefit of the public. Complaint resolution involves coordinating with both government and private sector entities through data analysis or verification of facts related to the dispute, both formally and informally. 2) In the negotiation process to resolve conflicts, there are mediators who facilitate discussions and negotiations to reach mutual agreements, using both face-to-face and separate-room formats. 3) The problems identified include inadequate power structures and duties among personnel, as well as cases where one party fails to comply with agreements despite recording them, which may lead to further legal action. 4) Feedback from both complainants and defendants suggests that mediators play a crucial role in negotiation processes, acting as neutral intermediaries with professional conduct and positive attitudes, adhering to principles of effective dispute resolution.