Applications for dispute mediation related to telecommunications services topped 2,000 last year, the highest since the system was introduced. Disputes are seen to have surged as large-scale cyber breaches at telecom companies coincided with controversy over canceled preorders for devices.
The Korea Media and Communications Commission on the 4th announced the 2025 telecommunications dispute mediation applications and outcomes by the Telecommunications Dispute Mediation Committee, which mediates disputes between telecommunications carriers and users.
There were 2,123 applications for dispute mediation last year, up 590 from 1,533 a year earlier, a 38.5% increase. From 155 cases in the first year of the system in 2019 (June to December), the number grew more than tenfold in the seventh year. The Korea Media and Communications Commission (KMCC) also cited increased awareness and accessibility of the system as reasons for the rise.
By type, issues related to user contracts arising during the contracting, use, and termination process were most common at 1,122 cases, or 52.8%. Matters related to explaining or notifying key information totaled 478 cases (22.5%), followed by other issues such as identity theft at 359 (16.9%), service quality at 143 (6.7%), and terms of service at 21 (1.0%). Insufficient explanations at retail outlets or customer centers, false or exaggerated advertising, and complex subsidy payment conditions were cited as the main causes of disputes.
However, the overall resolution rate fell by 3.6 percentage points year over year to 79.3%. The agency said the overall metric was affected after carriers declined to accept mediation decisions by the Telecommunications Dispute Mediation Committee on SK Telecom's cyber breach and KT's cancellation of Galaxy S25 preorders. By type, user contracts had the highest resolution rate at 82.8%, followed by key information explanation/notification at 79.5% and quality at 78.9%. Other issues and terms of service were relatively lower at 65.9% and 54.5%, respectively.
By operator in the wireless segment, SK Telecom had the most with 507 cases, and 1.6 applications per 100,000 subscribers. KT had 307 cases (1.5), and LG Uplus had 276 (1.3). In the wireline segment, LG Uplus had the most with 185 cases and the highest rate at 3.1 applications per 100,000 people. Among mobile virtual network operators, KT Skylife had 78 cases, KT M Mobile had 64, and LG HelloVision had 43. Resolution rates were highest in wireless at SK Telecom with 83.1%, while in wireline, SK Broadband and KT were each at 83.3%.
The Korea Media and Communications Commission (KMCC) plans to urge carriers to voluntarily participate and cooperate to improve prevention and post-relief measures, as identity theft and lending incidents frequently occur during remote mobile phone activations.