Gyeonggi-do, Nationwide First to Establish 'Civil Complaint Coordinator Operation Guidelines'

Gyeonggi Provincial Government

Gyeonggi Province has established the nation’s first detailed regulations on the operation of 'Civil Complaint Coordinators' to enhance the professionalism in handling complex and diverse civil complaints.

On the 19th, Gyeonggi Province announced that it had issued a legislative notice on the 17th for the draft of the 'Gyeonggi Province Civil Complaint Coordinator Operation Guidelines' in accordance with the 'Act on the Handling of Civil Complaints,' its enforcement decree, and the 'Gyeonggi Province Civil Complaint Handling Rules.'

Introduced in 2018, the Gyeonggi Province Civil Complaint Coordinator system aims to minimize secondary complaints caused by ▲ passing complaints between departments (ping-pong complaints), ▲ unnecessary extension of processing periods (delays), and ▲ lack of guidance on processing status, thereby increasing citizen satisfaction.

Four Civil Complaint Coordinators are assigned to the Open Civil Complaints Office, providing one-on-one, one-stop civil complaint services from receipt, assignment to the responsible department, response, to follow-up management for all complaints. As of the end of October, the four coordinators have received, assigned, and transferred a total of 184,889 complaints annually.

The establishment of the operation guidelines responds to criticisms that there were no guidelines for so-called ping-pong complaints, making systematic resolution difficult while operating the Civil Complaint Coordinator system.

The operation guidelines include standards, scope, and procedures for handling tasks of the Civil Complaint Coordinators, such as methods for each complaint, assignment and coordination criteria. They also cover guidelines on supplementing and rejecting complaints, transferring complaints and adjusting responsible departments, managing expedited and avoidance complaints, and follow-up management of processed complaints.

Gyeonggi Province plans to collect opinions through the legislative notice until the 7th of next month, then submit the draft guidelines to the ordinance and rules review committee for approval, aiming to implement them from next year.

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