An Evaluation of the Operation of the Consumer Collective Dispute Mediation System from the Perspective of Consumer Interests: 2007-2010

초록

The purposes of the present study are to examine the effectiveness of the collective dispute mediation system and to propose implications by reviewing the operation of collective dispute mediation system during the past four years. After analyzing the operation of the collective dispute mediation system, following conclusions were driven. First, the KCA has mainly made requests for collective dispute mediation while consumer organizations have not been very active in solicitation for mediation. Whereas central consumer organizations have requested mediation in disputes regarding information and communication services either independently or jointly with the KCA (identity theft, as in the case of online “Auction”), regional consumer organizations have done so in disputes regarding condominiums housing and other issues. Second, considering thousands of consumers in identity theft cases the total number of consumers in information and communication services, the collective dispute mediation system has a potential for substantial consumer demands. Third, the settlement decision rate for collective dispute mediation was lower than the general dispute mediation rate, which makes it possible to question the efficiency of this system. Fourth, the acceptance rate was comparatively high for cases where recommendations for compensations had been made while the compensation recommendation rate was low for settlement decision cases, Based on such conclusions, the following proposals are made. First, improving the expertise and settlement techniques of members of the Consumer Dispute Settlement Commission may increase the acceptance rate of mediation by business entities. Second, compensation recommendations need to be expanded to consumers for identical injuries and loss who were not involved in the original requests.