Yongsan-gu, Seoul educated 75 social welfare public officials in self-defense. They were taught how to respond when a complainant threatens with a weapon. Officials practiced defending without falling or incapacitating the opponent before escaping. Yongsan-gu explained that there are cases where complainants cause disturbances due to not receiving the desired welfare, hence the need for measures.
Cheongyang-gun, South Chungcheong, and Geumjeong-gu, Busan also taught self-defense to civil complaint and nursing officials. They were instructed on how to escape when someone unexpectedly grabs their hand or acts dangerously. Cheongyang-gun's director of the cheerful civil complaint department noted, "We will provide safe services by protecting not only our staff but also other complainants present in the same space."
◇local governments devise measures to protect public officials
Local governments are introducing various measures to prevent malicious complaints such as verbal abuse and assault and to protect public officials. Teaching self-defense to public officials and providing them with wearable cameras to record assault scenes are representative methods. The introduction of artificial intelligence (AI) closed-circuit (CC) TV to detect dangerous situations and contact related agencies is also being discussed.
According to the Ministry of the Interior and Safety, the number of cases where complainants committed unlawful acts such as verbal abuse and assault against public officials increased from 38,054 cases in 2019 to 41,599 cases in 2022. There are also cases of repeated complaints without just cause, delaying the processing of other people's complaints.
◇recording assault scenes with name tag cameras
Jongno-gu, Seoul provided public officials in charge of parking enforcement with wearable cameras to be worn like name tags. When a parking dispute occurs, pressing a button enables recording of audio and video. Chuncheon, Gangwon adopted a necklace-style wearable camera capable of filming up to 130 minutes in 1080p resolution. Donghae, Gangwon installed wearable cameras, self-defense sprays, and emergency bells that can contact the police at the city hall.
Hongcheon-gun, Gangwon is considering introducing artificial intelligence CCTV for the first time among local governments nationwide. AI CCTV detects malicious complainants fighting or throwing objects and responds immediately. Overseas, in countries like France, AI CCTV captures assault scenes and contacts the police in real-time. Hongcheon-gun is currently at the stage where AI CCTV is being trained to recognize dangerous situations.
Haeundae-gu, Busan appointed retired police officers, soldiers, and firefighters as safety guards and assigned them to administrative and welfare centers. They intervene when malicious complainants shout or obstruct duties. They also assist with simple administrative tasks, such as explaining how to use unmanned complaint-issuing machines.
◇overseas restrict malicious complainant contact and building access
Overseas, there is a trend toward dealing firmly with malicious complainants. Australia, New Zealand, England, and Scotland classify individuals making unreasonable demands, assertions, or actions as malicious complainants. Those who do not cooperate with legitimate government operations and exhibit aggressive behavior are also deemed malicious complainants.
Australia and New Zealand limit the visiting time and frequency of malicious complainants. In some cases, contact is restricted to letters or emails only. England denies building access to malicious complainants. Scotland terminates direct contact between malicious complainants and the responsible public official, allowing communication only through third parties. Public officials can also refuse to communicate on specific subjects.