[Exclusive] Police Immediately Close Up to 20 Civil Petitions With Abusive Language or Insults Per Day

Law Revised in October Last Year
Malicious Petitions Now Closed Immediately Without Response
Most Cases Involve Petitions Submitted Three or More Times

Investigator A, who works at a police station in Seoul, recently refused to disclose the details of a third-party complaint requested by a petitioner. In response, the petitioner repeatedly made insulting remarks, such as “Is this really the best the police can do?” and protested. A immediately closed the case in accordance with the Enforcement Decree of the Civil Complaints Handling Act. A said, “After the amendment of the law regarding malicious civil complaints, unnecessary emotional exhaustion has decreased, and both work efficiency and job satisfaction have significantly improved.”

It has been found that the police have “immediately closed” up to 20 cases per day of civil complaints involving abusive language, insults, or obstruction of work. This change follows the revision of relevant laws in October of last year, which allowed authorities to close malicious complaints without providing a response.

According to data received by the office of Assemblyman Yoon Kunyoung of the Democratic Party of Korea from the National Police Agency on November 25, the police immediately closed a total of 1,464 cases of exceptional civil complaints from December of last year, when the relevant statistics began to be compiled, through September of this year. The highest number was in August, with 584 cases, averaging 20 cases per day.

By reason, complaints submitted more than three times accounted for 1,115 cases (76.2%), followed by abusive language with 148 cases (10.1%), exceeding the recommended handling time with 128 cases (8.7%), and insults and sexual harassment with 16 cases (1.1%). By type of submission, there were 971 online or written complaints (66.3%), 304 telephone complaints (20.8%), and 189 in-person complaints (12.9%).

The Enforcement Decree of the Civil Complaints Handling Act, revised on October 29 of last year, stipulates that if a complaint includes abusive language, insults, threats, or sexual harassment, the person in charge may close the case without providing a response. Complaints submitted more than three times may also be closed, even if the content is slightly different, after considering the intent, purpose, and potential for obstruction of work. The revision also established grounds for setting recommended handling times for complaint calls and interviews.

A traffic police officer said, “There used to be drivers who repeatedly filed identical requests for information disclosure out of dissatisfaction with enforcement, but now I can close these cases immediately, which has greatly reduced my workload. This allows me to focus more on traffic safety management, which ultimately benefits public safety.”

The legal basis has also been established for institutions to directly file complaints in their own name if illegal acts such as verbal abuse or physical assault occur during the complaint process. Temporary restrictions can now be imposed on the use of electronic complaint systems in cases of intentionally repetitive, work-obstructing complaints. However, there have not yet been any cases of institutional complaints or restrictions on the use of electronic complaints.

Some have raised concerns that immediate closure could be abused. If strong expressions of protest are immediately classified as exceptional complaints, the rights of petitioners could be limited. In response, a police official explained, “Even if a complaint is immediately closed, there is a system in place for petitioners to file an objection and request a review if they believe the decision was unjust.”

Kim Dowoo, a professor of police studies at Kyungnam University, said, “Malicious complaints involving abusive language and personal attacks can cause psychological harm to those in charge, so immediate closure is an important mechanism to protect police officers and should be continuously maintained and improved.” Oh Yoonseong, a professor of police administration at Soonchunhyang University, also commented, “Since malicious complaints have placed a heavy emotional burden on police officers, the clear message that complaints containing abusive language will not be accepted will help alleviate work-related stress.”