"Moving Service Platform, Inadequate Notification of Company Information and Dispute Resolution Procedures"

Consumer Agency Survey of 13 Businesses
"3 out of 10 People Have Experienced Damage"

As the number of moving service platforms increases, consumer convenience has improved through estimate comparisons and review checks, but the provision of identity information about the companies was found to be insufficient. Additionally, it was confirmed that dispute resolution standards were not notified or contained clauses unfavorable to consumers, indicating a need for improvement.

The Korea Consumer Agency announced on the 12th that these findings were confirmed after investigating 13 major moving service platform operators. The subjects of the investigation included KGB Pojangisa, YES2424, Logen Isa, Modu Isa, Miso, Seokyungseok-ui Isabang, Younggu Clean, WeMatch Daisa, 24 Beonga, Isa Yeonguso, Jimssa, Tongin Express, and Parani Isa.

Many of these platforms lacked sufficient identity information and legal status display. According to the "Act on Consumer Protection in Electronic Commerce," platforms are required to display their identity information on the website's initial screen, but one operator (WeMatch Daisa) omitted the phone number display, and two operators (Miso, Jimssa) had no identity information displayed on their mobile apps at all.

Furthermore, as intermediaries in telecommunication sales, platforms must notify consumers on the initial screen that they are not parties to the transaction, but eight operators did not provide such notification. None of the investigated platforms provided an exact detailed address. Only two operators (Younggu Clean, Parani Isa) provided their business registration numbers.

In addition, under the Freight Transport Business Act, moving companies must use only the trade names listed on their permits, but cases were found where the trade names were altered to appear as branches of the platform (KGB Pojangisa, YES2424, Logen Isa, Younggu Clean, Parani Isa) or where the trade names entered by the companies were displayed as is (Miso, WeMatch Daisa, Jimssa), providing information different from the permit.

Notification of dispute resolution standards and procedures was also insufficient. The survey results showed that eight platforms did not notify dispute resolution standards on a separate screen, and three operators (Seokyungseok-ui Isabang, Isa Yeonguso, Tongin Express) did not provide terms and conditions related to moving services.

Cases were also found where unfavorable regulations for consumers were used, such as placing the burden of proof for accidents on consumers and prioritizing time changes over compensation for damages in case of contract non-fulfillment by the moving company. For example, Miso's clause on compensation stated, "If the partner providing the service does not acknowledge their responsibility, the burden of proof lies with the customer, and if responsibility is not confirmed, our company will not mediate compensation." Moreover, no platform provided detailed guidance on accident confirmation documents or notified the dispute resolution period (10 business days) stipulated in the Enforcement Decree of the Electronic Commerce Act as a complaint handling procedure.

In a survey of 600 consumers who had experience with moving through platforms in the past three years, 33.5% responded that they had experienced damages. Among them, only 18.9% received compensation. The reasons for not receiving compensation included 51.5% citing "compensation procedures were complicated or inconvenient," and 15.3% stating "the moving company refused compensation."

Based on the results of this investigation, the Consumer Agency recommended that operators ▲ improve the display of platform identity information and legal status notification ▲ provide accurate information about moving companies when requesting estimates ▲ establish specific dispute resolution standards and notify them on a separate screen. A Consumer Agency official urged, "Consumers should familiarize themselves with the platform's dispute resolution procedures and terms, check transaction conditions such as additional fees when signing contracts with moving companies, and inspect for any damage to goods within a short period after moving."