How to File a Consumer Complaint Against a Business
Know Your Rights & Take Action
Have you ever been overcharged, misled by false advertising, or received a defective product? As a consumer, you have the right to expect fair treatment and honesty from businesses. When a company fails to uphold its obligations, you can take action by filing a consumer complaint.
This guide will walk you through how to file a consumer complaint, the steps to escalate your case, and when to seek legal assistance.
1. Try to Resolve the Issue with the Business First
Before filing a formal complaint, it’s best to contact the business directly. Many companies have customer service policies in place to handle disputes efficiently.
Steps to Take
- Gather evidence – Keep receipts, emails, contracts, or photos as proof.
- Reach out to customer service – Clearly explain your complaint and what resolution you expect (refund, exchange, repair, etc.).
- Communicate in writing – Send an email or letter for documentation purposes.
If the company refuses to resolve your issue, proceed with filing an official complaint.
2. File a Complaint with a Consumer Protection Agency
If the business ignores your concerns, the next step is to report them to a government agency that oversees consumer rights.
Where to File a Complaint
Consumer Protection Agency
In Thailand, Office of the Consumer Protection Board (OCPB) is the government agency responsible for consumers protection related to product advertising, product labelling, unfair contract terms, and general consumer complaints.
Industry-Specific Agencies
If your complaint involves banking and finance, insurance, telecommunications, transportation, tourism, education, public land, condominium juristic person, pricing of consumer products, healthcare products (food, drugs, cosmetics, medical devices and household), or medical services, the issue is not under OCPB’s responsibility and will be handled by other specialized regulatory agencies.
3. Consider Filing a Legal Claim
Upon receiving consumer complaints, OCPB will mediate the dispute between consumers and business operators. If mediation fails, the complaint process is ended. OCPB may consider filing a court case on behalf of consumers if it finds the matter is in the public interest. In any case, consumers can always bring a case on their own. After all, if the the business still refuses to cooperate or compensate you, you may need to take legal action.
Your Legal Options
- Send a Formal Demand Letter – A lawyer can draft a letter demanding resolution or compensation before pursuing a legal action.
- File a Court Case – Consumer protection case in Thailand will be proceeded in accordance with the Consumer Case Procedural Act, which is cost-saving and reduces consumers’ burden of proof when compared to civil case procedures. If your claim is for a relatively small amount, filing a small-claim consumer case is a cost-effective solution.
- Seek Legal Assistance – A consumer protection lawyer can help addressing if a case involves fraud, serious financial losses, or contract violations, including issuing a formal demand notice, preparing, and filing a lawsuit.
4. Leave Reviews & Warn Other Consumers
If a business refuses to act ethically, warn others by:
- Writing a review on Google, or other websites.
- Reporting scams on https://www.thaipoliceonline.com/
- Sharing your experience on social media to spread awareness.
Conclusion: Protect Your Consumer Rights
If a business mistreats you, take action! Start by contacting them, escalate to a consumer protection agency, and if necessary, seek legal help.
Contact our experienced consumer rights attorneys today!
