Gwanak-gu, Firm Response to Malicious Complaints

Simulated Training to Respond to Malicious Civil Complaints Conducted in Cooperation with Gwanak Police Station on the 18th
Enhancing On-site Response Capabilities Through Realistic Scenario-based Drills

Gwanak-gu (Mayor Park Jun-hee) conducted a simulated training session on the 18th at the district office's civil service center to prepare for malicious civil complaints, aiming to create a safe working environment for civil service employees.

Since malicious complaints can lead to physical and mental harm to civil service employees, it is essential to strengthen employees' response capabilities and protective measures against illegal acts such as verbal abuse and assault by complainants during the complaint handling process.

During the training, a scenario was simulated based on actual complaint cases, where a complainant verbally abused and physically assaulted the staff in charge.

The emergency response team practiced according to the response manual, including ▲ requesting cessation of verbal abuse and active intervention by senior officials ▲ recording video and audio ▲ calling the emergency bell and restraining by security police ▲ protecting and evacuating the affected officials ▲ prompt police dispatch ▲ subduing and handing over the complainant.

To protect civil service employees handling complaints from the increasing illegal acts by complainants, the district enacted the "Gwanak-gu Ordinance on the Protection and Support of Civil Service Employees Handling Complaints" in 2022 and is making every effort to create a safe working environment.

The district is strengthening employee protection by ▲ installing closed-circuit televisions (CCTV) and emergency bells in all departments ▲ installing safety glass at complaint counters ▲ installing voice guidance and recording phones for protective measures ▲ providing and operating safety equipment such as wearable cameras for all complaint counter staff ▲ forming and operating an emergency response team at all times.

Park Jun-hee, Mayor of Gwanak-gu, said, “I hope this joint police and district simulated training for responding to malicious complaints will give employees the confidence to calmly handle such situations.” He added, “We will continue to strive to provide safer and more trusted civil services through ongoing training and support.”