As the telecommunications sector is regulated by the National Telecommunication Commission (NTC), telecommunication licensees in this sector are required to offer services in compliance with the standards and quality of services set by the NTC, which include technical issues, standards for service contracts, tariff and service charges, as well as consumer rights protection in the areas of personal data, privacy and freedom of communication via telecommunication networks. These standards are introduced to make the provision of such services fair and equitable for both service providers and users, pursuant to Article 51 (10) of the Act on Organisation for Allocating Broadcasting Frequency and Supervising Radio/Television Broadcasting and Telecommunication Businesses, B.E. 2543 (2000).

        To properly implement these standards, the National Telecommunications Commission has issued several notifications concerning protection of telecommunications service users and published them in the Royal Thai Government Gazette in order for them to be effectively enforced under various laws. These notifications include the procedures for receipt of complaints and consideration of user complaints, standards of telecommunications service contracts, measures to protect the rights of telecommunications service users in the areas of personal data, privacy, and the freedom of communication via the telecommunication network, including the establishment of the Telecommunications Consumer Protection Institute and the Call Centre 1200 to protect the rights of consumers and enhance their bargaining power and awareness in these areas.

        In addition, the National Telecommunications Commission also requires that telecommunication licensees establish a separate call centre, in addition to their existing customer service centre, to settle disputes and seek solutions to complaints filed by users without any additional charges. At present, telecommunication operators including fixed line, mobile, the internet, and payphone have successfully established the required centres. Service users with problems or queries regarding false tariff or charges inconsistent with the actual service usage, services being inconsistent with advertisements, or termination of contracts due to poor quality services as well as other unfair treatment, can now seek advice and assistance from these centres.

        The aggrieved service users have the right to lodge complaints to request investigations and remedies by submitting their complaints to the licenses offering the service. Following the receipt of a complaint, licenses are to inform the petitioners, in writing, within 7 days. Should the investigation find the complaint unfounded, the licensee has to inform the petitioners within 14 days. However, if the petitioner insists that the complaint is, in fact, well-founded, the individual can forward the case to the Telecommunications Consumer Protection Institute for reconsideration. If the Institute finds the case has merit as petitioned, the Institute will present the case to the National Telecommunications Commission for adjudication. Should the NTC concur, they will instruct the service provider to rectify the problem within 30 days.