Foundation for Consumers (FFC) — Complaint Management and Consumer Protection System
A digital system developed by ChangeFusion for the Foundation for Consumers to manage campaigns, news and a knowledge base, supporting consumer protection work in Thailand for more than 30 years.
Translated from Thai · reviewed by the CF team
30 years of independent consumer protection work
The Foundation for Consumers (FFC) is a public-benefit organisation that has worked on consumer protection for more than 30 years, covering 7 areas: finance and banking, general goods and services, housing, media and telecommunications, public services, food, medicines and health products, and public health services. Its vision is "Empowering consumers to be informed and sustainable", and it follows the principle of not accepting funding from the business sector in order to preserve its independence.
The technology layer for handling complaints
ChangeFusion develops and maintains the Foundation’s back-end systems, including systems for managing complaint case knowledge, campaigns, news and a knowledge base, as well as tracking public opinion on consumer issues on social media.
Case database and chatbot
A case database, frequently asked questions, a contract termination letter form, and the "Maew Sri" chatbot for answering initial questions.
Campaign system
4 formats — petition, vote, action and donate.
Social media data analysis
Tracking and analysing public opinion on consumer issues on social media.
These figures reflect the Foundation’s own legal casework and consumer organisation network, not platform-level figures (such as the number of complaints submitted through the website or chatbot usage).
System development
ChangeFusion
Policy partners
Office of the NBTC, FTA Watch network, and consumer organisation networks in 42 provinces.
Joint complaint channel
Traffy Fondue (a channel for receiving public transport complaints as part of the current campaign).
Current campaigns include promoting public transport safety through Traffy Fondue, fundraising to establish the "Chalad Sue Testing Centre", surveying consumers in the seafood industry, and pressing department stores and wholesale markets to display test results for pesticide residues at points of sale (the Shine Muscat grape case).
1 entry
Everything the field team has recorded, newest first
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 bring about, and how do you know it is effective?
This work developed a digital system to support knowledge management, campaigns and opinion monitoring. Some organisation-level outcome figures are available, but there are no direct outcome indicators for the platform.
Our work is to develop a technology layer to support the Foundation’s consumer protection work, not to handle cases or develop policy ourselves. The system covers a case database, frequently asked questions, a chatbot, campaign management, news, a knowledge library and social media opinion analysis. IssueConsumer Protection This Project
The reported figures relate to casework and networks of the consumer organisation, not to use of the platform. They include 10 items concerning the collection of data and analysis of public opinion, and 91 % of those who shared their views said that content in the knowledge library helped them. This Project
The new Social Media Listening project plans to monitor and produce monthly reports on e-cigarettes, as well as track opinions on high-risk products, but this is still an operational plan, not an outcome that has already been achieved. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers We still have no recorded indicators showing direct platform outcomes, such as the number of complaints submitted through the website or chatbot usage. This Project
How was this work carried out, and what lessons can be applied going forward?
We haven’t recorded this yet — ask the CF team directly
What types of areas is this approach suitable for, and what do we need to get started in our area?
The work described focuses on monitoring consumer issues on social media and online marketplaces. Conditions for starting this work in local areas have not been documented.
The work described in this Project takes place online. It involves monitoring sellers of e-cigarettes on social media and online marketplaces, as well as periodically tracking consumer opinions on health product issues. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers The examples provided therefore relate to monitoring and analysing issues on online channels, rather than to a specific approach for physical locations. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers
In this Project, the work scope and topics to be monitored were agreed, data collection cycles were planned, AI was used to help read and group content, and keywords were adjusted based on the previous month's data. UpdateLaunch of the Social Media Listening project to monitor e-cigarettes and high-risk products with the Foundation for Consumers The system that ChangeFusion developed for the Foundation also includes a case database, frequently asked questions, a contract termination letter form, a chatbot and a campaign management system. This Project
We have not yet documented the conditions or resources that local areas need in order to start using this approach.
What methods or tools can we start using right away?
There is a database of cases, frequently asked questions, a chatbot, a campaign system, and monitoring of opinions on social media, but there is no record yet of whether people outside the organisation can start using these tools immediately.
The tools available in the Foundation’s system include a database of closed cases for self-service searches, frequently asked questions, a contract termination letter form, and the Maeo Si chatbot for answering initial questions. This Project The campaign system has 4 formats: signing, voting, taking action, and donating. This Project
Another approach is to monitor and analyse public opinion on consumer issues on social media. This Project In the ongoing monitoring project, ZocialEye is used to collect data from social media, and AI search is used on product-selling platforms such as Shopee and Lazada. AI helps read and categorise content, as well as expand keywords to keep up with sellers’ evasion tactics. 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 whether these tools are accessible to external practitioners or whether they can start using them immediately.
How does this work connect to systemic issues, and what kind of collaboration is needed?
The work connects with consumer issues by sharing knowledge, running campaigns and tracking public views. The collaborations mentioned include system development and policy partners, but no additional requests for collaboration have been specified.
This work addresses systemic issues by supporting consumer protection across 7 areas through a knowledge and complaints management system, campaigns, news and tracking public views. This Project We serve as the technology layer supporting the Foundation for Consumers’ work, not its legal casework, editorial work or policy work. IssueConsumer Protection
The collaborations mentioned include ChangeFusion, in the role of developing the system, and policy partners including the Office of the National Broadcasting and Telecommunications Commission, the FTA Watch network and the network of consumer organisations in 42 provinces. This Project In the new social listening project, we work with the Foundation for Consumers, with plans to send reports monitoring e-cigarettes to ThaiHealth and relevant agencies. 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 additional forms of collaboration are needed or what new roles partners should take on.