ERC and NSTDA Launch “ERCvoice” Digital Complaint Platform to Strengthen Energy Consumer Protection and Real-Time Service Transparency

The Energy Regulatory Commission (ERC), in collaboration with the National Science and Technology Development Agency (NSTDA), has launched “ERCvoice,” a new digital platform designed to enhance consumer protection and streamline the management of electricity-related complaints. Accessible through the LINE Official Account @ERCvoice, the platform enables users to report issues quickly and conveniently via mobile devices while tracking case progress in real time.

Speaking at the launch event in Bangkok, Mr. Worawit Srianantruksa, ERC Commissioner, said the system was developed using technology adapted from the successful Traffy Fondue platform. Users can submit complaints by uploading photos, sharing locations, and providing details of incidents. The platform covers a wide range of issues, including power outages, voltage fluctuations, faulty electricity meters, transformer malfunctions, and emergency situations affecting electricity services. It also allows complaints related to environmental impacts from energy operations, such as wastewater, air pollution, dust, odors, and industrial waste.

The platform is designed to improve coordination among responsible agencies by automatically directing complaints to relevant authorities. This digital workflow increases efficiency, transparency, and accountability while enabling officials to monitor and manage cases through mobile applications and web-based systems. Public users can also access real-time statistics, complaint summaries, and operational updates through an online dashboard featuring interactive maps and heat maps that visualize energy-related issues across different areas.

Dr. Kalaya Udomvitid, Deputy Executive Director of NSTDA, highlighted that ERCvoice reflects the agency’s commitment to supporting government digital transformation through science, technology, and innovation. Beyond serving as a complaint-reporting tool, the platform is expected to strengthen public participation, support data-driven policymaking, and contribute to the development of smarter and more sustainable communities nationwide.