The Anti-Corruption and Civil Rights Commission will implement the ‘Offline Civil Complaint Progress Notification System Improvement Plan’ from the 9th, which guides the progress stages of offline complaints such as visits and mail from reception to completion via text and email. This measure aims to alleviate the inconvenience of complainants and administrative inefficiency caused by complainants repeatedly inquiring about the progress of their complaints due to not being informed in a timely manner.
Previously, online complaints were automatically notified of the progress stages such as reception, request for supplementation, and processing results via text and email through the e-People system. However, offline complaints such as visits and mail lacked specific regulations, making it difficult to know the progress unless the person in charge contacted individually. To improve this, the commission has prepared ‘manual input procedures for offline complaint processing’ in the ‘e-People complaint processing compliance requirements’ guidelines for administrative agencies.
From the reception stage of visit complaints, the person in charge is required to confirm whether the complainant’s contact information such as phone number is recorded, and if not, guide the recording of contact information such as phone number and email address at the complaint window before reception. Through this, the person in charge will register offline complaints in the e-People system and notify the progress. Additionally, for mail complaints, if contact information is missing at the reception stage, the complainant will be requested to supplement it, allowing for progress notification later.
With this improvement, even citizens who find it difficult to use online services, such as the elderly and digitally vulnerable groups, can conveniently receive stage-by-stage notifications for visit and mail complaints. Kim Ki-sun, Director of the Policy Improvement Bureau at the commission, stated, “We will continuously check and improve the blind spots in complaint guidance to provide complaint services that meet the public’s expectations,” and “We will create an environment where complainants can wait for results with peace of mind by collecting field opinions and supplementing the e-People system functions and related guidelines.”