Financial Company Employees Facing 'Customer Gapjil' to Receive Enhanced Protection Measures Including Financial Support

Representative Min Byeongdeok Introduces Amendment Bill
Support for Treatment, Counseling, and Temporary Leave Included

Min Byung-duk, Member of the Democratic Party of Korea Photo by Yonhap News

[Asia Economy Reporter Kiho Sung] A bill to strengthen protective measures such as temporary leave and financial support for employees who suffer from ‘customer gapjil’ at financial companies is being promoted.

On the 5th, according to the financial sector and political circles, Min Byeongdeok, a member of the Democratic Party of Korea, recently introduced a partial amendment bill to the Mutual Savings Banks Act, Specialized Credit Finance Business Act, Capital Markets and Financial Investment Services Act, and Saemaeul Geumgo Act containing such provisions.

Under the current Banking Act, financial companies are obligated to take measures such as separating the victim employee from the abusive customer and replacing the person in charge to protect employees who directly deal with customers from verbal abuse, assault, sexual harassment, etc. Financial companies must implement protective measures such as counseling and treatment support for victim employees and establishing a permanent grievance handling organization.

A representative from Min’s office explained, "Recently, financial company employees engaged in customer service work experience severe mental stress from hearing verbal abuse or insults from customers, and cases of health damage such as anxiety and depression are increasing," adding, "This law aims to prevent this and strengthen protection for employees engaged in customer service work." The bill includes provisions to support treatment costs, counseling, and temporary leave if employees suffer mental or physical harm or illness, in addition to existing protections.

Furthermore, to enhance the effectiveness of employee protection policies for those engaged in customer service, financial companies are required to post notices or warning signs about employee protection at workplaces where customers are served face-to-face. In the case of non-face-to-face consultations, employees must notify customers in advance about employee protection when responding via phone. Additionally, if protection items are violated, related executives and financial companies may be fined up to 30 million KRW.

The financial industry has responded positively. A financial company official said, "If the amendment passes, it will serve as an opportunity to raise awareness throughout society," and added, "Related employees will be able to focus on their work stably."

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