Thailand: Adopted ETDA outline on rules, procedures and conditions for operators to compensate or remedy users who have been injured (2566)

On 7 August 2023, the Electronic Transactions Development Agency (ETDA) adopted the outline on rules, procedures and conditions for operators to compensate or remedy users who have been injured from using the service or other matters neccessary to protect users (2566). The outline establishes guidelines for digital platform operators in Thailand to protect users, especially in cases of service termination. It specifies the procedures and conditions for compensating or remedying users who have suffered damages due to the operation or cessation of the platform and mandates that digital platform operators must have a clear operational plan and measures to support users before they cease business operations. These measures must be written in Thai and presented in a straightforward manner using text, images, or symbols to ensure users understand them. The plan should include steps for compensating or remedying users, such as handling payments, resolving claims, and returning any user funds that remain outstanding. Furthermore, operators must establish processes for dispute resolution and provide support channels for affected users. In cases where the digital platform is classified as a large or significant platform, or where the impact on users is widespread, the ETDA can prescribe additional measures to minimise the negative effects on users. The notification requires that operators report their progress and results in implementing these measures to the ETDA, ensuring accountability and transparency. The outline will become effective on 21 August 2023.