Guro-gu Administration Phone Introduces 'Verbal Abuse Prevention System'

From the 11th, 'Verbal Abuse Prevention System' Introduced for All District Office Departments and Dong Resident Center Administrative Calls
Prior Notice of Recording All Calls Before Connection and Call Termination Notice in Case of Verbal Abuse During Consultation
Protecting the Rights of Both Civil Petitioners and Staff and Creating a Safe Consultation Environment

From the 11th of this month, Guro-gu has introduced a ‘Verbal Abuse Prevention System’ that provides guidance on preventing verbal abuse before connecting calls and records the entire conversation on administrative phone lines across all departments and community service centers in Guro-gu.

The district stated that the newly applied ‘Verbal Abuse Prevention System’ on administrative calls aims not only to protect Guro-gu employees from verbal abuse, profanity, sexual harassment, and other inappropriate behavior by civil petitioners but also to create a safe working environment where employees can work with peace of mind.

This measure became possible following the revision of the Enforcement Decree of the Act on the Handling of Civil Petitions (commonly referred to as the Civil Petition Handling Act) in October this year, which legally permits the full recording of calls with civil petitioners.

Through the Verbal Abuse Prevention System, civil petitioners are informed before the call connection that the entire conversation from start to finish will be recorded, and an additional notice is played during the call that the consultation may be terminated if the petitioner uses violent language such as verbal abuse or profanity.

Furthermore, if verbal abuse or profanity continues despite the warning that the consultation may be terminated due to such behavior, the call will be automatically disconnected.

A Guro-gu official said, “The newly introduced Verbal Abuse Prevention System is a measure to reduce unnecessary conflicts that may arise during civil petition handling and to protect the rights and interests of both petitioners and employees,” adding, “We will continue to strive to realize an administration trusted by residents.”

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