Goyang-si Conducts Special Complaint Response Training for Civil Servants in Charge of Complaints

Systematic Response to Protect Public Officials' Rights and Create a Safe Work Environment

Goyang Special City in Gyeonggi Province (Mayor Lee Dong-hwan) announced on the 27th that it conducted the ‘2024 Special Complaint Response Training’ on the 26th for civil service officers in charge of complaints to effectively cope with the recent increase in unusual (malicious) complaints.

Goyang Special City has been conducting the '2024 Special Complaint Response Training' for civil servants in charge of complaints since the 26th, to effectively cope with the recently increasing unusual (malicious) complaints. Photo by Goyang Special City

This training focused on familiarizing participants with response techniques for different types of special complaints to improve the quality of administrative services and alleviate the psychological stress that complaint officers may experience during the complaint handling process.

The training was conducted by instructor Kim Jong-jae, a former expert committee member of the Anti-Corruption and Civil Rights Commission, covering ▲types and characteristics of special complaints and analysis of their causes ▲effective response methods to special complaints ▲complaint handling procedures.

The training particularly emphasized understanding various situations that may arise during conversations with complainants and the need for appropriate responses tailored to each situation.

Additionally, changes related to protection measures for complaint handlers were shared, including ▲ending long-duration or abusive phone calls ▲limiting mass complaint submissions through electronic complaint windows ▲expanding the scope of complaints eligible for closure, in accordance with the amendment to the ‘Enforcement Decree of the Act on the Handling of Complaints’ (effective October 17, 2024).

A city official stated, “It is important to effectively accommodate citizens’ demands while also protecting the rights and interests of complaint officers,” adding, “We will continue to promote various trainings and institutional improvements to strengthen complaint handling capabilities.”