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Title KCC DECIDES ON THE PLAN TO ASSESS USER PROTECTION PERFORMANCE IN 2024
Date 2024-06-12 Read 1885
- New pilot assessment for AliExpress and EyesVision
- Incorporating administrative sanctions of the Personal Information Protection Act into user protection performance evaluations

The Korea Communications Commission (KCC, Chairman Kim Hong-il) deliberated and decided on the plan to assess the user protection performance of telecommunications business operators for the year 2024 at the plenary meeting on Wednesday, May 22.

The KCC has conducted the user protection performance evaluation every year since 2013 according to the Telecommunications Business Act to prevent user damage in telecommunications services and encourage telecommunications business operators to promptly address users' legitimate complaints or opinions.

A total of 46 business operators in the facilities-based telecommunications business operators (mobile communications, high-speed internet, etc.), value-added telecommunications business operators (search, app market, etc.), and digital platform sectors, including AliExpress and EyesVision, considering the number of users and complaint occurrence rate, are the subjects of the evaluation.
※The number of AliExpress users surged (from 5.03 million in 2022 to 8.52 million in 2023), and the number of EyesVision MVNO subscribers marked the top tenth, resulting in incorporating them into the subjects.

Starting in 2022, Kakao Mobility Co., Ltd. (Kakao T) and Daangn Market Inc. (Daangn) were chosen as subjects for evaluation. They underwent a two-year pilot evaluation period. This year marks the full implementation of the evaluation process for both companies, with the results set to be publicly disclosed. The business operators selected as subjects* for evaluation this year and in 2023 will go through a two-year pilot evaluation and move on to the full evaluation.

Pilot Evaluation Status Quo for New Evaluation Subjects of 2023 and 2024
- New subjects in 2023: Instagram and digital platforms, Google, Naver, Kakao (pilot evaluation from 2023 to 2024)
- New subjects in 2024: EyesVision Corp and AliExpress Ltd. (pilot evaluation from 2024 to 2025)

Evaluation items reflect changes in the communications service use environment and enactments and amendments based on a standard* set by the Telecommunications Business Act and consider characteristics of each service through a working group consisting of experts and business operators to make the evaluation more effective.
*Suitability of user protection work systems, compliance performance with relevant regulations, performance in damage preventive activities, performance in handling user feedback and complaints, and other matters related to user protection services

The major improvements include adding the history of the Personal Information Protection Act administrative sanctions into deductible items* as a collaborative task of strategic human resource exchange (between the KCC and the Personal Information Protection Commission), and it will be implemented in 2025. Additionally, new evaluation indexes were created reflecting the obligations** of app market business operators, and the indexes were improved in terms of ensuring legal representatives of youth and service failure notification to users, considering the characteristics of each service.
* Applied under the Telecommunications Business Act, the Act on Promotion of Information and Communications Network Utilization and Information Protection, and the Mobile Device Distribution Improvement Act.
** Obligations in the App Market and Mobile Content User Protection Guideline (KCC, June 2023).

The evaluation process involves written evaluation of submitted documents by the operators, on-site evaluations for document verification, interviews with executives responsible for user protection, and surveys such as Automatic Response Systems (ARS) and user satisfaction surveys. The evaluation results are finalized through evaluation committee* review and KCC approval.
*The committee consists of external experts in the fields of information technology, law, economics, management, and consumer affairs to ensure objectivity and fairness.

For operators with outstanding evaluation results, incentives, such as commendations and reductions in fines when facing fines under the Telecommunications Business Act will be provided, and the operators will be encouraged to voluntarily improve user protection to share and spread exemplary cases.

Chairman Kim stated, "With the emergence of new digital services like Artificial Intelligence (AI), user protection has become even more crucial." He added, "Through the evaluation of user protection tasks, we will encourage continuous improvement in operations, enabling operators to fulfill their responsibilities to protect user rights and social responsibilities."


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The Korea Communications Commission
File 20240522_News_Release_user protection.docx 20240522_News_Release_user protection.docx
240522 (보도자료_의결 다) 방통위, 2024년도 이용자 보호업무 평가계획 확정.hwp 240522 (보도자료_의결 다) 방통위, 2024년도 이용자 보호업무 평가계획 확정.hwp
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