KCC Opens Telecommunications Dispute Mediation Counseling Center: "User-Centered Operation"

[Asia Economy Reporter Kim Heung-soon] Telecommunications users have long experienced inconvenience during the handling process because complaints related to cancellation of bundled products such as phone and high-speed internet, or dissatisfaction with service quality of IPTV and 5G, were processed through different procedures for reporting, responses, and damage relief.

To address these issues, the Korea Communications Commission (KCC) opened the "Telecommunications Dispute Mediation Counseling Center" on the 11th, which comprehensively manages telecommunications service users' inconveniences and resolves everything from consultation to dispute mediation in one place. After a pilot operation in April and May, full-scale operation began this month.

On the same day, KCC Chairman Han Sang-hyuk inspected the center’s preparedness for the novel coronavirus disease (COVID-19). Marking the first anniversary of the Telecommunications Dispute Mediation Committee established on June 12 last year, he held a meeting with dispute mediation committee members to discuss various policy improvements, including on-site inspections of disputes raised by users and experts, sharing of dispute mediation processing procedures, and disclosure of damage relief cases.

Since the telecommunications dispute mediation system was implemented in June last year, the cumulative number of consultations related to telecommunications inconveniences and complaints has reached approximately 11,500 cases, and the number of telecommunications dispute mediation applications has been about 300 cases.

◆ Establishment of a one-stop reception and processing system for user inconveniences and complaints= Reviewing the improvements to the telecommunications dispute mediation system promoted by the KCC, the "Telecommunications Dispute Mediation Counseling Center" and the "Telecommunications Inconvenience Reception and Consultation System" will be introduced from November to systematically manage user-reported inconveniences and policy suggestions, and operate expert consultations, on-site inspections, and telecommunications dispute mediation as a single process. Dedicated personnel will also be expanded from 2 last year to 7 this year.

◆ Introduction of non-face-to-face consultation and dispute system in preparation for COVID-19= A non-face-to-face consultation and dispute system considering the COVID-19 situation will be introduced to support smooth communication among dispute mediation committee members, users, and service providers, and to provide damage relief to users regardless of time and location.

◆ Strengthening information disclosure to protect user rights= To enhance communication with users, applicants will be able to check the progress of dispute mediation processing, and for repeatedly raised user inconveniences and complaints, damage relief cases and related databases will be provided. Additionally, expert advice and dispute mediation applications will be supported through an online system to minimize unnecessary paperwork.

Chairman Han said, "The KCC will systematically manage user inconveniences and improve the system to protect user rights even in unexpected environments such as COVID-19," adding, "In the second half of the year, we plan to promote comprehensive institutional improvements for user protection."

He also added, "To promptly and fairly resolve the increasing telecommunications user inconveniences recently, it is important to directly verify and inspect damage on-site," and "We will accelerate efforts to reinforce related personnel and prepare manuals."

This content was produced with the assistance of AI translation services.