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Title KCC RELEASES EVALUATION RESULTS OF USER PROTECTION OPERATIONS FOR THE YEAR 2023
Date 2024-03-15 Read 7606
The Korea Communications Commission (KCC, Chairman Kim Hong-il) deliberated and decided on the Telecommunications Business Operators Evaluation Results of User Protection Operations for the Year 2023 on Wednesday, March 13, at a plenary meeting.

Telecommunications business operator evaluation of user protection operations annually takes place according to the Telecommunications Business Act to prevent damage to users regarding telecommunications services, swiftly and effectively respond to user complaints, and encourage business operators to protect users.

This year's evaluation targets a total of 46 companies in 13 service sectors, including facilities-based telecommunications and value-added telecommunications, considering the number of users and complaints frequency.


? Legal basis: Telecommunications Business Act Article 32 (Protection of Users)
? Period subject to evaluation: January 1, 2022 - December 31, 2022 (a year)
? Evaluated business operators: 46 companies in 13 service sectors, including facilities-based and value-added telecommunications business operators, regarding the number of users and complaints (42 companies in 2022)
-For the 11 new services* included in the evaluation targets for the year 2021, after completing the pilot evaluation over the past two years from 2021 to 2022, the results of the main evaluation are disclosed.
*KB Kookmin Bank, GHCONNECT, NAVER Corporation (BAND, NAVER shopping), Netflix Services Korea Ltd. (Netflix), Content Wavve Corp.
(Wavve), Twitch Korea Ltd. (Twitch), AfreecaTV Co., Ltd. (AfreecaTV), Woowa Brothers Corp. (Baemin), Coupang, 11STREET

-In the case of value-added telecommunications SNS (Instagram) and digital platform business operators (Google, Naver, Kakao), which have been evaluated since 2023, the evaluation results are not disclosed after a pilot evaluation for two years (the results will be disclosed from 2025).

? Evaluation criteria: Appropriateness of user protection management system, compliance with relevant regulations, performance in preventing damages, performance in handling user opinions and complaints, and other matters related to user protection activities

According to the evaluation, the overall results of facilities-based and value-added telecommunications business operators were improved compared to the last year. This is partly due to the performance of business operators, which was evaluated in the pilot evaluation last year and ranked as good and average this year. However, the results of global business operators decreased or remained similar compared to the last year, requiring improvement.

The results by the service sector are as follows.

In the facilities-based mobile communications sector, LG Uplus Corp. (a rise of one grade compared to the previous year) and SK Telecom Co., Ltd. won excellent rank, and KT Corporation won good, the same rank as the last year.

In the facilities-based high-speed internet sector, four business operators, LG Uplus Corp., SK Broadband, Inc., SK Telecom Co., Ltd., and D’LIVE Co., Ltd. (a rise of one grade compared to the previous year) got excellent, and three business operators, KT Corporation, LG HelloVision Corp., and Hyundai HCN Co., Ltd. (a decrease of one grade compared to the previous year) got good.

In the value-added app market sector, Samsung Electronics Co., Ltd. and One Store Co., Ltd. (a rise of one grade compared to the previous year) won a rank of good, and Google LLC maintained a rank of average as last year. Meanwhile, Apple Inc. won a rank of poor, the lowest rank for six consecutive years.

Plus, in the value-added search engine and social media sector, NAVER Corporation (search engine) stayed at the same rank of good from last year, and Kakao Corp. (Daum and Kakao Talk) won a rank of average for its both two services, a rise of one grade from the previous year.

In the value-added OTT sector, Google (YouTube) won a rank of average, a decrease of one grade from the last year.

Among the business operators that underwent their first evaluation this year, KB Kookmin Bank, NAVER Corporation (BAND, Shopping), and Woowa Brothers Corp. received an excellent rating due to their understanding of the evaluation criteria and cooperation. GHCONNECT, Content Wavve Corp., and Twitch received a poor rating.

The evaluation results, including ratings, scores, areas of improvement, and best practices, will be communicated to the businesses to encourage operational enhancements. For business operators with consistently poor ratings or those rated as average or below, concentrated consulting will be provided to support improvements in consumer protection services.

The Commission plans to comprehensively review the suitability of evaluation indicators for digital platform operators included in the pilot evaluation for the first time, and also to promote improvements in evaluation indicators for existing services, reflecting market changes and more.

Director General of the Broadcasting and Consumer Policy Bureau Park Dong-joo said, "With the advent of the digital platform economy era, the protection of not only users but also service providers has become increasingly important. Therefore, we will encourage large-scale platform operators to fulfill their social responsibilities and ensure adequate user protection in proportion to their influence."


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The Korea Communications Commission
File 20240313_News_Release_user protection.docx 20240313_News_Release_user protection.docx
240313 (보도자료_의결 가) 방통위, 2023년도 이용자 보호업무 평가결과 공개.hwp 240313 (보도자료_의결 가) 방통위, 2023년도 이용자 보호업무 평가결과 공개.hwp
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