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Citizen Complaint Center

Receive citizen complaints from every channel, route them to the responsible agency and track them to resolution.

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Citizen Complaint CenterSample data
Chang Phueak14Si Phum22Wat Ket8Suthep31Phra Sing18Nong Hoi111234
This monthUnder 1010 to 1920 to 2930 plus
  1. 1Public Works
  2. 2Public Health
  3. 3Electricity Authority
  4. 4City Law Enforcement
Incoming complaints4 awaiting dispatch

Go ahead and try it. This screen simulates the system with sample data.

Highlights

Receives complaints via LINE, web, phone and official letters

Receives complaints via LINE, web, phone and official letters

Routes complaints to agencies by type and area

Routes complaints to agencies by type and area

Reports to executives by KPI

Reports to executives by KPI

What Citizen Complaint Center is and how it helps your organisation

Citizen complaints arrive through many doors: the agency's LINE account, the website, the phone and official letters. Officers copy each one into a register by hand, guess which division owns it and chase colleagues for progress. When executives ask for numbers, someone compiles them from several files, and the cases that slip through come back as repeat complaints.

The complaint management system brings every channel into one register. Each case gets a reference number and a deadline under your regulations. AI reads the complaint, assigns a category and area, and proposes the responsible unit for an officer to confirm. The system then tracks status, warns before deadlines pass and summarizes recurring issues in the same area before they escalate.

After go-live, front-line officers stop registering and forwarding cases by hand, citizens check the status of their own complaints, and executives see KPI reports without waiting for compilation. Khaojai IT designs the complaint system around your organisation structure and connects it to the correspondence system or databases you already use.

Questions buyers ask before starting

How long does implementation take

It depends on the number of channels and units involved. Typically 2 to 4 months from requirements to go-live, and you can start with the main channels first.

Can it connect to LINE and our existing correspondence system

Yes. The system receives complaints directly from your agency's LINE Official Account and connects to your e-correspondence system or existing databases through APIs, so officers never record a case twice.

Can the AI route a case incorrectly, and who decides

AI proposes the category and unit with its reasoning, but an officer always confirms before the case is forwarded. Every correction is recorded and used to improve accuracy in the next round.

Is complainant data secure and PDPA compliant

Access is controlled by role, complainant details are masked when forwarded as configured, every access is logged, and the system runs on your agency's servers or a government cloud according to your policy.

AI in this system

AI categorizes complaints, routes them to agencies and summarizes recurring issues.

  1. 01Categorize complaintsReads each complaint and assigns a category the moment it arrives.
  2. 02Suggest the right agencyRecommends an agency from the complaint category and the location given.
  3. 03Group duplicate casesLinks complaints about the same problem in the same area into one case.
  4. 04Summarize recurring issuesSums up the most frequent issues each month so executives see trends.

Works with the systems you already use

LINEMicrosoft 365Google WorkspaceSAPExcelExisting systems through APIs

Questions about Citizen Complaint Center?
Tell us about it

Describe the problem your organisation faces. Our team and AI will recommend the right software and help you think it through.

Which organizations is Citizen Complaint Center a good fit forCan Citizen Complaint Center connect to our existing systemsWhat do we need to prepare to start a project