GS25 Launches Autonomous Dispute Resolution Committee to Accelerate ESG Management

GS25 employees and store owners are smiling and making heart shapes with their hands.

[Asia Economy Reporter Lim Chunhan] GS25 announced on the 24th that it has launched the ‘Autonomous Dispute Mediation Committee’ to expand communication with franchise owners and strengthen social responsibility management by building trust.

The launch ceremony was attended by Cho Yoonseong, President of GS Retail, Park Yoonjung, Chairman of the GS25 National Franchise Owners Association, and Kim Kisu, Chairman of the GS25 Central Region Franchise Owners Association, among others.

The main discussion topics of the Autonomous Dispute Mediation Committee include ▲ violations of laws related to franchise business ▲ contract termination and compensation for damages ▲ urging contract fulfillment and claiming damages ▲ disputes among multiple franchise owners. GS25 expects that operating an autonomous dispute mediation body between franchise owners and headquarters will lead to the swift resolution of disputes and potential conflicts related to franchise business, as well as strengthen corporate social responsibility management by building trust with franchise owners.

The autonomous dispute mediation procedure encourages agreement through prior consultation on matters received via GS25 owner happy calls or the sales team. For unresolved issues, deliberation is conducted to present a mediation recommendation, and the mediation is completed based on whether the parties accept it.

GS25 has prioritized the profits of franchise owners as a management policy and has been conducting regular meetings through the franchise owners association since 1994, the first in the industry, to facilitate communication. Since 2014, it has made efforts to collect franchise owners’ opinions and resolve conflicts through various systems such as the sector-specific communication channel development committee and the win-win development committee for autonomous mediation.

Cho Yoonseong, President of GS Retail, said, “Through this autonomous dispute mediation body, we will strengthen efforts to fulfill our role as a first mover in the convenience store industry by building trust and growing together with franchise owners, and further enhance social responsibility management.”