hankyoreh

once the top target of complaints by costumers

As time passes by, changes happen in items which consumers express complaints. Academic publications were a main target of consumer dissatisfaction in the 1990s, but in the early 2000s, the health food industry was flooded with complaints. Now, the public is focusing their attention on the Internet and mobile phone services.

The Korea Consumer Agency (KCA), a governmental body set up to protect consumers’ rights and which marks its 20th anniversary on July 1, has managed several of these cases since its inception. On June 29, it announced the results of its analysis of consumer consultation cases. The KCA accepted a total of 3,880,554 consultations from July 1987 to June 25 of this year. The KCA received 309,545 cases last year, compared with 8,063 cases during its first year. During the first few years, consumers could get consultations only through the mail or by telephone, but they can now access the agency through various channels, including the Internet. Also contributing to the increase in the caseload is the fact that consumers have a greater awareness of their rights than they did in the past.

When categorized by the reason for complaint, academic publications such as test-prep materials and English language study texts, occupied the top position for eight years from 1991 to 1999. In 1991, 7,203 cases were reported to the agency, but the figure increased to somewhere between 20,000-30,000 each year throughout the period. The year 1996 witnessed 30,762 cases, the highest figure recorded in the entire 8-year period, while in 1999, there were 21,106 cases.

An official from the KCA said, ‘‘In the 1990s, with the rapid growth of businesses specializing in daily home-delivery of study materials, many problems arose and consumers suffered damages. The companies would sign contracts with students in front of schools, without the prior consent of their parents, but didn’t accept cancellation or would violate the contracts by either delivering the wrong materials or charging more money than what had originally been stated in the contracts.’’

In 2000, mobile telephone-related services have been the main target of consumer complaints. As the majority of the population has purchased cellular phones, many people have expressed dissatisfaction, mainly over contract terms or the quality of their calls.

In 2001, due to the so-called ‘‘well-being fever,’’ an influx of new and trendy health foods into the market, the KCA got 16,866 complaints about health foods. In 2002, discount membership cards were the main target with 23,737 cases. In 2003 and 2004, consumers reported credit card dissatisfaction, apparently in the wake of the credit card crisis, with 15,372 cases and 9,975 cases, respectively.

In 2005, complaints and damages from mobile phone services occupied the top position with 16,441 cases, while Internet services caused the greatest amount of consumer dissatisfaction, with 18,651 cases last year.

Please direct questions or comments to [englishhani@hani.co.kr]