Nakao, Netflix, and Others Must Provide Real-Time Consultation Services... Implementation in One Year

Real-Time Consultation Now Mandatory for Major Value-Added Telecom Providers
Providers Must Offer Both Online and ARS Consultation Options for User Requests
Processing Deadline Set at Three Business Days If Real-Time Response Is Not Possible

The Ministry of Science and ICT announced that the amendment to the Enforcement Decree of the Telecommunications Business Act, which requires major value-added telecommunications service providers to offer real-time consultation services to users, passed the Cabinet meeting on the 4th and will be enforced one year after its promulgation.

Major value-added telecommunications service providers refer to those whose average daily domestic users over the past three months as of the end of the previous year exceed 1 million, and whose share of average daily domestic traffic volume is 1% or more. This includes Google, Naver, Netflix Service Korea, Meta Platforms, Kakao, and Coupang.

The current Telecommunications Business Act requires providers to promptly handle user requests, and major value-added telecommunications service providers are mandated to secure online or telephone automated response systems (ARS) capable of receiving user requests during business hours.

However, some providers have been criticized for operating these systems ineffectively, merely establishing formal online and ARS customer centers without real functionality, causing inconvenience to users.

In response, the Ministry of Science and ICT amended the Enforcement Decree of the Telecommunications Business Act to require providers to operate both online processing systems and ARS consultations for handling user requests, allowing users to choose their preferred consultation method.

Additionally, major value-added telecommunications service providers are required to receive and process user requests in real time during business hours.

Furthermore, if a provider cannot process user requests in real time during business hours, a specific processing deadline of within three business days from the date of receipt is stipulated. If it is difficult to meet this deadline due to justifiable reasons, the provider must inform the user of the reason and the processing schedule.

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