The SK Telecom Customer Trust Committee will establish four new subcommittees by specialty: △ consumer protection △ customer communication △ strengthening social responsibility △ consumer and insights. Each will be led by Commissioner Shin Jong-won (former chair of the Consumer Dispute Mediation Committee), Commissioner Kim Chae-yeon (professor of psychology at Korea University), Commissioner Son Jeong-hye (attorney at Haemyeong Law Firm), and Commissioner Kim Nan-do (emeritus professor at Seoul National University).
SK Telecom said on the 21st that it held the first regular roundtable of 2026 with the Customer Trust Committee at T Tower in Euljiro, Seoul, and decided on these measures. The Customer Trust Committee is a committee launched in May last year to restore the trust of customers who experienced inconvenience due to a cyber intrusion incident. Since its launch, it has held regular committee meetings to discuss ways to restore customer trust. This roundtable is the 12th. At this roundtable, the parties reviewed last year's customer trust levels and discussed measures to strengthen trust restoration in 2026.
The committee will share customer-centric insights by subcommittee, advise on customer communication methods from a cognitive psychology perspective, and review requirements to ensure the social responsibility and effectiveness of trust restoration activities. At the same time, it plans to recommend improvements by activating each subcommittee, including supporting swift and transparent mediation from a customer protection standpoint in the event of disputes. In addition, SK Telecom and the committee plan to discuss concrete, detailed tasks to increase execution power by working as a "one team" with the Customer Value Innovation Office to create opportunities to communicate directly with customers.
In addition, SK Telecom plans to expand and strengthen the role of the 100-member customer advisory group it has been operating with the Customer Trust Committee. The company has run the advisory group with customers of various ages and occupations since last year, serving as a conduit to hear and relay customers' voices directly from the market. This year, it plans to participate in customer-centric management in earnest, actively offering customer opinions and taking part from the planning stages of trust restoration activities, products, and services through post-checks to make them concrete.
A total of 12 people attended the roundtable, including SK Telecom CEO Jung Jai-hun; Han Myung-jin, head of the telecommunications (MNO) CIC (company-in-company); Lee Hye-yeon, head of the Customer Value Innovation Office; and Customer Trust Committee Chairperson Ahn Wan-gi and Commissioners.
SK Telecom CEO Jung Jai-hun said, "This year, we will go beyond restoring trust with customers to deepen those relationships and approach customers with activities that they can tangibly feel," adding, "We will focus all of the company's capabilities on customers—the essence of our business—to show a 'changing SK Telecom.'"
Chairperson Ahn Wan-gi said in opening remarks, "For about eight months since the committee's launch, we have supported consistent and systematic trust restoration efforts from a mid- to long-term perspective under the principle of putting customers first," and added, "This year, based on each Commissioner's expertise, we will strengthen two-way communication connecting customers and SK Telecom and play an 'ambassador' role in actively informing customers about our trust restoration efforts."