Telecom dispute mediation applications surge 2.5-fold in a year; KMCC calls in carriers

[Financial News] Applications for mediation of disputes over telecom services this year have risen to at least 2.5 times the number filed during the same period last year. As demand for redress for user harm surged, the government called in telecom operators to review their dispute response efforts and strengthen cooperation to provide prompt redress.
The Korea Media and Communications Commission said it held a meeting in Seoul on the 5th to prevent telecom disputes and strengthen redress for user harm. Attendees included the four companies—SK Telecom, KT, LG Uplus and SK Broadband—as well as the Telecommunications Dispute Mediation Committee and the Korea Association for ICT Promotion (KAIT), among others.
According to the KMCC, 4,278 mediation applications were filed with the Telecommunications Dispute Mediation Committee from January through October 31 this year. That was a 151% increase from 1,704 during the same period last year.
With applications for telecom dispute mediation rising sharply, operators’ efforts to resolve disputes themselves and the speed of mediation procedures have emerged as key priorities. At the meeting, the KMCC shared information on each operator’s case-handling status and major dispute cases, and discussed ways to reduce recurring harm to users.
The four companies presented the user protection measures each had implemented and their results. Examples included stepped-up monitoring of retail outlets and employee training, as well as revisions to terms governing the suspension or termination of lines that had gone unused for a long time. They also shared updates on efforts to prevent voice phishing and smishing and improve response systems by operating dedicated dispute-handling teams.
The operators said they were speeding up dispute resolution by reaching more agreements with users before mediation proceedings began and adding staff to handle complaints. They also exchanged views on complaints that are difficult to resolve on site, causes of recurring disputes and issues requiring institutional improvements.
The Telecommunications Dispute Mediation Committee is also strengthening its capacity to handle cases. After increasing the number of mediators to the statutory complement of 30 last September, it plans to expedite case handling through mediation meetings.
Im Seo-u, chair of the Telecommunications Dispute Mediation Committee, explained, “The prompt and thorough submission of written responses by operators is essential to identifying the key issues in a case early and ensuring mediation meetings proceed smoothly,” and said, “I asked the operators to cooperate so that written responses can be submitted on time.”
Shin Yeong-gyu, director of the KMCC’s Broadcasting and Communications User Policy Bureau, said, “We will continue to monitor major types of disputes and recurring cases of harm to users, and encourage telecom operators to make voluntary improvements and provide prompt redress.”
[email protected] Choi Hye-rim Reporter