Seoul, South Korea – The Korea Communications Commission (KCC) has highlighted several successful cases of resolving telecom disputes, particularly involving elderly consumers and vulnerable groups. These cases were featured in the commission’s recently released “2024 Telecom Dispute Resolution Best Practices” report.

One case involved a senior citizen, Mr. A, who was induced into purchasing a new device under the false promise of a free device. Upon activation, he was charged excessive fees, contrary to the initial agreement. The sales agent claimed to have fully informed Mr. A about the charges and obtained his written consent. However, after reviewing the contract, the dispute resolution committee determined that the sales agent had not properly informed the elderly consumer about the important terms and conditions. As a result, the committee ruled in favor of Mr. A, waiving the remaining installment payments for the device.

The KCC emphasized that when dealing with disputes involving elderly consumers, special consideration must be given to their limited understanding of complex telecom products and services. The commission also noted that it had set a higher standard for sales agents when dealing with elderly consumers, requiring them to provide clear and comprehensive information.

Another case involved Mr. B, a low-income individual, who was a victim of smishing, a phishing scam that uses SMS messages. Despite reporting the issue to his telecom provider, Mr. B continued to experience financial losses due to inadequate customer service. The dispute resolution committee found that the customer service representative had failed to provide clear and sufficient information about the available options to prevent future smishing attacks. As a result, the committee ordered the telecom provider to reimburse Mr. B for a portion of the unauthorized charges.

The KCC pointed out that the telecom industry, particularly in the case of small payments, involves multiple parties, including content providers, payment gateways, and telecom operators. This complexity often leads to disputes and makes it difficult for consumers to resolve issues.

In the third case, Ms. C was misled by a sales agent into subscribing to a duplicate landline service. The sales agent falsely assured her that she could cancel the service without penalty. However, the telecom provider refused to waive the termination fee, claiming that Ms. C had been fully informed of the terms and conditions. The dispute resolution committee ruled in favor of Ms. C, ordering the telecom provider to waive the termination fee and refund a portion of the overcharged amount.

The KCC emphasized that it will continue to actively support the resolution of telecom disputes, ensuring that consumers are treated fairly and that their rights are protected.