Consumer Protection
Consumer protection work in Thailand for over 30 years, without funding from the business sector to preserve independence — we develop digital systems to support campaigns, share consumer knowledge and track public sentiment on social media.
Translated from Thai · reviewed by the CF team
An independent organisation that does not accept funding from the business sector
The Foundation for Consumers (FFC) has worked on consumer protection in Thailand for over 30 years, covering 7 areas — banking and finance, general goods and services, housing, media and telecommunications, public services, food, medicines and health products, and public health services. It follows the principle of not accepting funding from the business sector in order to preserve its independence.
Technology supporting the work of protecting rights
Our role is to provide the technology layer that supports the Foundation’s work to share knowledge, from a database of resolved cases for people to search themselves, and a chatbot that answers basic questions, to a campaign management system for various formats and tracking and analysing public opinions on consumer issues on social media — not legal casework, editorial work or policy work, which are the responsibility of the Foundation’s own team.
Consumers across Thailand who report problems through online channels, and networks of consumer organisations in 42 provinces, working with the Foundation for Consumers (FFC) and the Office of the National Broadcasting and Telecommunications Commission.
- 01 A database of cases, frequently asked questions and forms/infographics for consumers to use to protect their own rights.
- 02 The “Maeo Si” chatbot answers consumers’ basic questions, alongside a campaign system with 4 formats — sign, vote, take action and donate.
- 03 Tracking and analysing public sentiment on consumer issues on social media.
Foundation for Consumers (FFC)
A project is how we act on an Issue. Every progress update from the field is on the project’s own page.
Progress that matters for the whole Issue
Not every update: the ones we think change the overall picture for this Issue
How can we
help you?
Choose the question that fits your role. Answers are summarised from our own records of the work, and you can talk to the CF team from any card.
What change does this work create, and how do you know it is effective?
This work provided the Foundation for Consumers (FFC) with systems for knowledge management, campaigns and tracking public sentiment, but outcomes at the level of system usage have not been recorded.
We used technology to support the Foundation for Consumers’ work in sharing knowledge and protecting rights, covering a case database, chatbot, campaign system and tracking public sentiment on social media. Our role involved systems work, not legal cases, editorial work or policy work. This Issue
- Foundation for Consumers (FFC) reported figures of 10 topics for collecting data and analysing public opinion, and 91 % for the proportion of people who felt that the content in the information repository helped them. These figures are the foundation’s results, not platform usage figures. ProjectFoundation for Consumers (FFC)
- In the e-cigarette monitoring project, we agreed to use AI to read and categorise content, including adjusting keywords based on data from the previous month, and to prepare monthly reports throughout the 18-month period. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers
We have not yet recorded the outcomes of this monitoring project or data showing system usage at the platform level.
How was this work carried out, and what lessons can be applied going forward?
We developed a database, chatbot, campaign system and tools for tracking public voices. Monitoring work uses AI to help analyse content, but lessons that could be applied in future have not yet been recorded.
This work positions technology as supporting the Foundation for Consumers’ work, from managing knowledge about complaint cases to campaigns, news and a knowledge library. Case management, editorial work and policy work remain the responsibility of the Foundation’s team. This Issue ProjectFoundation for Consumers (FFC)
- Foundation for Consumers (FFC) has a database of cases, frequently asked questions, forms and the “Maew Si” chatbot for initial enquiries, along with a campaign system with 4 formats: signing, voting, taking action and donating. ProjectFoundation for Consumers (FFC)
- In the e-cigarette monitoring project, we use AI to help read and label content, identify clusters of sellers linked across platforms, and analyse advertisements to expand keywords, adjusting them based on data from the previous month. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers
We have not yet recorded lessons or decisions from trialling these approaches that could be applied in future.
What types of areas is this approach suitable for, and what is needed to get started in our area?
This approach applies to consumer services that receive cases online and monitor social media, with networks in 42 provinces. However, the conditions for starting to use it in local areas have not been documented.
This work aims to support consumers across Thailand who report problems through online channels, and works with a network of consumer organisations in 42 provinces. The approach described therefore relates to sharing knowledge, managing campaigns and listening to public voices on social media. This Issue
- Foundation for Consumers (FFC) uses a case database, frequently asked questions, forms and the “Maew Si” chatbot to help consumers find information and get initial answers on their own. Its campaigning system has 4 formats: signing, voting, taking action and donating. ProjectFoundation for Consumers (FFC)
- Work monitoring e-cigarettes describes tracking sellers on social media and online marketplaces, while using AI to analyse content and update keywords monthly. The tools mentioned include ZocialEye and AI search. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers
We have not yet documented the staffing, budget, systems or procedures that local areas need in order to start using this approach.
What methods or tools can we start using right away?
The tools include a case database, frequently asked questions, forms, the “Maeo Si” chatbot, 4 campaign formats, and social media monitoring to track public opinion.
We use technology to help consumers find information and protect their rights themselves, and to help organisations manage campaigns and track public opinion. This systems work is separate from legal casework, editorial work and policy work. This Issue
- Foundation for Consumers (FFC) has a database of closed cases, frequently asked questions, forms and infographics for consumers, as well as the “Maeo Si” chatbot, which answers basic questions. This Issue ProjectFoundation for Consumers (FFC)
- The campaign system has 4 formats: signing, voting, action and donations. Monitoring and analysing public opinion also helps show views on consumer issues on social media. ProjectFoundation for Consumers (FFC)
- For e-cigarette monitoring, ZocialEye is used to collect data from social media, and AI search is used for product-selling platforms, with AI also helping to read and categorise content. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers
How is this work connected to systemic issues, and what kind of collaboration is needed?
This work connects access to knowledge and consumer voices with rights-protection work, with the Foundation and its networks as collaborators; however, the additional form of collaboration sought has not yet been recorded.
We are a technology layer that helps consumer protection work disseminate knowledge, manage campaigns, and track public voices. This scope supports organisations’ work, but does not include legal casework, editorial work, or policy work. This Issue
- Foundation for Consumers (FFC) has worked on consumer protection for more than 30 years, covering 7 areas and adhering to a principle of not accepting funding from the business sector in order to maintain its independence. Digital systems support its case database, campaigns, and knowledge repository. ProjectFoundation for Consumers (FFC)
- The stated collaborations include ChangeFusion in developing the system, the Office of the National Broadcasting and Telecommunications Commission, the FTA Watch network, and networks of consumer organisations in 42 provinces as policy partners. Traffy Fondue is also a shared channel for receiving reports on public transport in the current campaign. ProjectFoundation for Consumers (FFC)
- In the social listening project, we work with the Foundation to monitor sellers and track consumer feedback, with the scope and reporting format agreed jointly. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers
We have not yet recorded what form of additional collaboration is sought.