The Anti-Corruption and Civil Rights Commission (ACRC) 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 via text messages and emails from receipt to completion. This measure aims to alleviate the inconvenience of civil 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 each stage, such as receipt, request for supplementation, and processing results, via text messages and emails through the e-People system. However, offline complaints such as visits and mail had no separate regulations, making it difficult to know the progress unless the person in charge contacted individually. To improve this, the ACRC has prepared ‘manual input procedures for offline complaint processing’ in the ‘e-People complaint processing compliance requirements’ for administrative agencies.
From the stage of receiving offline complaints, the person in charge is required to check whether the complainant’s contact information, such as phone number, is provided. If not, the complainant must be guided to provide contact information such as phone number and email address before receiving the complaint at the civil complaint window. Through this, the person in charge will register offline complaints in the e-People system and notify the progress.
With this improvement, even citizens who find it difficult to use online services, such as the elderly and digitally vulnerable groups, can conveniently receive step-by-step notifications of the complaint processing stages when submitting offline complaints. Kim Ki-sun, Director of the ACRC’s Civil Rights Improvement Policy Bureau, stated, ‘We will continuously check and improve the blind spots in civil complaint guidance to provide civil complaint services that meet the public’s expectations,’ and ‘We will create a civil complaint processing 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.’