Local Consumer Protection Agency How Do You Set Up An Agency That Voices And Defends Public Interest?

How do you set up an agency that voices and defends public interest? - local consumer protection agency

I ask because the country I come from (EU), although she has opted for democracy during nearly 13 years ago, not long ago to hear the views of the public with regard to the local administration. People rarely speak, even if it was not like something said very little, thinking that their vote does not count. Things as consumer protection began to emerge, but the process difficult and time consuming for one person. Thus, for example, a road not repaired, even if paying all taxes. One might complain, but carried out separate applications and gone and delays, etc. .. (Among other examples, the lack of guidance for decisions on the big cities or referendums late / formallity seem to have issues, local corruption is not taken seriously, local groups are known to the police, not even deal with and for all) ... Are my RSS feeds?
I think there is very little participation of citizens and the people no matter how you change that?