“Malicious Complaints NO, Mutual Respect YES”...Gwangjin-gu Campaign for a Mature Civil Complaint Culture

Protecting Civil Complaint Officers... Campaign to Eradicate Malicious Complaints Launched
Banners Installed at 15 Community Centers... Raising Awareness of Mutual Respect
Training for Staff... Systematic Implementation of 'Second Half Malicious Complaint Management Comprehensive Plan'

Gwangjin-gu (Mayor Kim Kyung-ho) is conducting a campaign to establish a mature civil complaint culture free of malicious complaints.

This campaign was promoted according to the '2024 Second Half Malicious Complaint Management Comprehensive Plan.' It aims to prevent decreased work efficiency caused by repetitive malicious complaints and to protect civil complaint response staff.

First, information boards (X banners) were installed at community service centers and civil complaint contact departments. The phrase "Mutual respect! The first step to resolving complaints" is written to foster mutual understanding. At the same time, it clearly states that strict measures will be taken against illegal acts such as threatening verbal abuse, assault, and sexual harassment.

Along with this, regular training to strengthen the capacity to respond to malicious complaints is conducted. On the 28th, a lecture on crisis management, response methods, and the role of middle managers was given to 30 team leader-level employees as a proactive measure. The instructor was Jang Hye-jung, CEO of ‘Edu&U,’ who introduced five principles for responding to malicious complaints.

In addition, Gwangjin-gu is promoting various policy projects to protect employees. Security guards regularly patrol each civil complaint contact department to suppress threatening behavior.

Also, medical expenses, welfare, and psychological counseling are provided to employees affected by malicious complaints. Starting next year, safety shields at complaint counters and call recording functions for work phones will be installed, and safety security officers will be assigned to the civil complaint offices at community service centers.

Kim Kyung-ho, Mayor of Gwangjin-gu, said, “Malicious complaints are a significant issue that affects not only individual suffering but also overall administrative work,” adding, “We will prepare systematic countermeasures to foster a mature civil complaint culture and strive to provide administrative services that satisfy both employees and complainants.”