Alone with 27,621 Repeated Complaints and Verbal Abuse... Seoul Metro Strongly Responds to Malicious Complaints Disrupting Work

Seoul Metro to Take Strong Legal Actions Including Lawsuits Against Malicious Complainants Using Abusive Language and Repeated Complaints
Service Delays and Need for Protection Measures for Counselors Due to Repeated Complaints and Verbal Abuse
City Councilor Moon Seong-ho: "There Is an Obligation to Protect Counselors Resolving Citizens' Complaints... Active Response from the Corporation Needed to Prevent Recurrence"

Seoul Metro (President Baek Ho) announced that it plans to file criminal charges against malicious complainants for obstruction of business under the Criminal Act, as well as violations of the Information and Communications Network Act and minor offenses.

Article 314 of the Criminal Act (Obstruction of Business) states that a person who obstructs another's business by spreading false information or by deception or intimidation shall be punished by imprisonment for up to five years or a fine of up to 15 million won.

They are preparing to file a complaint against malicious complainant A, who filed a total of 27,621 complaints (an average of 41 per day) from January last year to October this year.

Seoul Metro has registered Mr. A, who repeatedly filed complaints, as a "caution customer" and has been managing him since June this year.

For malicious complainants registered as "caution customers," procedures to eradicate repeated and duplicate complaints are carried out, including sending three warning letters and restricting consultations for a certain period.

Despite multiple warnings that additional responses were impossible due to excessive complaints, the complainant repeatedly filed similar complaints and continuously sent messages such as "ssiOyo" and "gaeOkkiya," causing fear and anxiety.

Seoul Metro decided to take action against this behavior, which delayed the handling of other urgent complaints, lowered the level of complaint services, and obstructed business.

Jeon Daun, a lawyer and expert on the rights protection of emotional labor workers in Seoul, said, "While legitimate complaints may be the rights of users, if the method exceeds socially acceptable limits by being repetitive or accompanied by verbal abuse, insults, or threats, criminal liability may be established against the company and responding workers."

The complaint filed by Seoul Metro includes cases where malicious complainant A repeatedly filed complaints without justifiable reasons from January 2023 to October 204, totaling 27,621 cases, delaying the handling of other urgent complaints and obstructing call center workers from responding properly. Despite multiple warnings, Mr. A habitually filed the same complaints asking about Line 4 train formation and vehicle numbers, such as "Danggogae S4314 vehicle number?" and "Oido S4603 4958 formation, right?"

Seoul City Council member Moon Seong-ho (People Power Party, Seodaemun 2) said, "We understand that situations of discord or delays in connecting to counselors can cause heightened emotions. However, we have a duty to protect counselors who serve as absolute 'Eul' to resolve citizens' complaints," adding, "If counselors are subjected to verbal abuse, insults, or verbal sexual harassment, those responsible must be sanctioned and held accountable. Seoul Metro needs to take active measures such as lawsuits to protect the health and working environment of complaint response workers and to prevent recurrence."

Seoul Metro plans to maintain a strong stance by reviewing obstruction of business requirements and filing complaints and accusations against criminal acts such as verbal abuse, insults, threats, and repeated or unreasonable complainants.