KT Tops Telecom Disputes in Last 3 Years... Increasing Trends in Identity Theft and Smishing Damages

Analysis of KCC Dispute Mediation Application Data
"Implement Branch Management and Technical Safeguards"

An analysis of telecommunications dispute cases that occurred over the past three years revealed that KT had the highest number with 1,411 cases.

On the 23rd, Choi Su-jin, a member of the People Power Party belonging to the National Assembly's Science, Technology, Information and Broadcasting and Communications Committee, analyzed and announced the status of applications to the Telecommunications Dispute Mediation Committee received from the Korea Communications Commission.

Reviewing 3,489 dispute mediation cases by each telecommunications company over the past three years, KT had the highest number of dispute mediation applications at 1,411 cases, followed by SK Telecom with 773 cases, LG Uplus with 627 cases, SK Broadband with 168 cases, and others with 510 cases.

The number of unresolved cases due to refusal of mediation was 212 cases (27.42%) for SK Telecom, 279 cases (19.77%) for KT, and 110 cases (17.54%) for LG Uplus.

Analyzing the status by type of telecommunications dispute mediation applications, disputes related to unfair contracts, double billing, contract conclusion, service termination, or explanation and notification of important matters accounted for the majority with 882 cases (75.4%) in 2021, 891 cases (84.1%) in 2022, and 1,008 cases (80.1%) in 2023.

Cases related to identity theft, smishing, and app market economic cancellations and refunds also showed an increasing trend, rising from 65 cases (5.5%) in 2021 to 142 cases (11.3%) in 2023.

Representative Choi emphasized the need to prepare measures to protect consumers technically as well as manage and supervise sales offices regarding unfair contracts and other issues.

She also urged, "As cases of identity theft and smishing are increasing, telecommunications companies should establish identity verification procedures and promotions to prevent smishing," adding, "I hope the Korea Communications Commission will also help prevent damages before users apply for telecommunications disputes."

In response, a KT official stated, "Through this year's efforts to improve VOC (Voice of Customer), including forming a TF for VOC improvement and developing an anomaly detection monitoring system, our company's share is significantly decreasing."

The Korea Communications Commission has introduced and implemented the telecommunications dispute mediation system since 2019 under the Telecommunications Business Act to promptly handle disputes between users and service providers.