The No.1 Hub for Telecom Dispute Resolution... Broadcasting Commission Chairman Han Sang-hyuk Visits Mediation Counseling Center

On-Site Inspection Report: Daily Investigator Transformation
Listening to Field Complaints... Discussing Improvement Measures

[Asia Economy Reporter Minyoung Cha] "Thank you. This is the Telecommunications Dispute Mediation Counseling Center. How can I assist you?"

On the morning of the 20th, Han Sang-hyuk, Chairman of the Korea Communications Commission, visited the 'Telecommunications Dispute Mediation Counseling Center,' which helps resolve inconveniences experienced by telecommunications service users, and transformed into a one-day investigator.

During the on-site inspection that day, Chairman Han called both the applicant and the respondent to hear their opinions and requested that they negotiate to reach an agreement between the parties. He checked the mediation committee members and the dispute mediation site, shared the dispute mediation processing procedures, and discussed improvements such as cases of damage relief. He also inspected the service status of the Telecommunications Dispute Mediation Support System, which was completed on the 18th, and held an online meeting with frontline staff to hear their voices regarding any shortcomings.

The Telecommunications Dispute Mediation Counseling Center opened in April and established a non-face-to-face counseling and dispute mediation system considering the COVID-19 situation. The Telecommunications Dispute Mediation Support System service, which allows users to view everything from mediation application to results at a glance, was officially launched on the 18th. Counseling, application, case processing, and results are handled in a one-stop manner, and the progress can be viewed at a glance, improving accessibility even from remote locations.

Since the introduction of the telecommunications dispute system in June 2019, the total number of counseling or mediation applications over 18 months reached 18,457 as of the end of last year. Among these, 17,730 cases (96%) were counseling handled by the counseling center, and 727 cases (4%) were mediation applications.

Once a dispute mediation case is received, the Telecommunications Dispute Mediation Committee, a statutory body of the Korea Communications Commission, proceeds with the mediation. Cases requiring mediation are assigned to telecommunications dispute mediators composed of experts from various fields such as the legal profession, academia, and consumer organizations. Nine members verify facts, apply relevant laws and regulations, listen to the opinions of both parties, and prepare mediation proposals.

Chairman Han Sang-hyuk urged, “Let us work together so that the Korea Communications Commission’s dispute mediation system and policies become familiar to the lives of the people and faithfully serve as a ‘helper’ in their daily lives.”