Topic "Brilliant Performance" of Suwon City's First-Ever Local Government 'Specialized Complaint Response Specialist'

[Suwon Ilbo=Reporter Chung Jun-sung] The "Specialized Complaint Response Specialist" system, first introduced nationwide by local governments in January of last year and currently implemented by Suwon Special Metropolitan City, is becoming a solution provider for civil servants suffering from serious (malicious) complaints with its brilliant performance.

The Suwon City Human Rights Center's "Human Rights Violation Survey of Civil Servants" in 2023, targeting all officials in Suwon City, demonstrates the necessity of introducing the Specialized Complaint Response Specialist system.

In the survey results, 66.9% of respondents answered that they "have experienced damage from serious complaints," and the most common type of damage was "abusive language" at 60.7%, followed by "inappropriate forms of address" (48.5%) and repeated complaints (43.2%).

Accordingly, from January last year to January 2025, the city hired Kim Won-kyul, a Specialized Complaint Response Specialist with 35 years of police experience, and Park Do-shin, a Conflict Mediator, to protect civil servants suffering from serious complaint filers who cause fear or anxiety through abusive language, threats, insults, and sexual harassment.

People Who Use Abusive Language or Curse at Civil Servants Are Not Complainants, But Subjects of Criminal Punishment

Park Do-shin, Conflict Mediator, stated, "Serious (malicious) complaints involve illegal acts and obstruction of official duties," and explained, "People who use abusive language or curse at civil servants and repeatedly harass them can become subjects of criminal punishment depending on the severity of their actions." He further emphasized, "They should be viewed not as complainants but as law violators, and strong legal action should be taken against them."

Civil servants who become victims of serious complaints often endure their suffering alone over extended periods. Many civil servants experience mental distress due to serious complaint filers and develop doubts about their public service careers.

Kim Won-kyul, Specialist, stated, "Do not try to face a serious complaint filer alone when communication fails," and added, "Malicious complaints are not something individual civil servants should handle. Remember that Suwon City stands behind you, and please contact us at any time."

When civil servants request assistance, Specialist Kim investigates the damage situation and then meets with the serious complaint filer. In most cases, the serious complaint filer stops filing complaints after the meeting. If the serious complaints do not cease after the meeting, referral for prosecution is made. Specialist Kim is responsible for preparing the referral complaint, and accompanies civil servants if they need to undergo police investigations.

There was even an instance when a civil servant on duty at a district office, unable to endure facing a serious complaint filer who came to the duty room and hurled abusive language, called Specialist Kim at 9 p.m. for help.

Specialist Kim stated, "I felt sorry thinking about how much distress that person must have felt to call me at night," and added, "I met with that person and explained that 'your actions could result in criminal punishment,' and afterward, the person stopped filing complaints."

During 2025, 34 cases of serious complaints were received. Legal action was taken in 2 cases, and 7 cases are under investigation and follow-up management. 25 cases have been closed.

District Offices and Dong Administrative Welfare Centers Conduct "Practical Training on Responding to Illegal Acts by Complainants"

Park Do-shin, Conflict Mediator, and Specialist Kim conducted "Practical Training on Responding to Illegal Acts by Complainants" at district offices and 44 dong administrative welfare centers from June to November last year, targeting civil servants handling civil affairs and junior-level staff.

They introduced serious complaint cases and provided detailed guidance on response procedures, legal measures, and support systems for affected civil servants. Approximately 1,200 people participated in last year's training.

In June last year, the city conducted "Serious Complaint Response Simulation Drills" at 56 complaint service centers including City Hall, district offices, dong administrative welfare centers, and business facilities, where Specialist Kim participated and inspected overall matters.

Serious Complaint Filer Misconduct Must Be Recorded Through Audio Recording or Video Filming

The two emphasized to civil servants, "When a serious complaint filer engages in misconduct, be sure to record audio or film video to create a record," and explained, "Recordings and videos become important evidence when taking legal action."

Mediator Park stated, "I gave a lecture in the '2025 Suwon-style Public Service Entrance Program' in October last year, and when I said 'Contact us anytime you meet a serious complaint filer. We will not forgive those who harass civil servants,' the new civil servants were very pleased, saying it was 'a great source of strength,'" and added, "I will definitely keep my promise to the civil servants."

The two stated, "This year we plan to visit dong administrative welfare centers and other locations to provide training on how to respond to serious complaints," and affirmed, "We will do our best to support civil servants so they can work with peace of mind and ease."

The city was recognized for establishing an institutional foundation for protecting civil complaint handlers by introducing the "Specialized Complaint Response Specialist System," and received a Presidential Commendation in the "Civil Complaint Administration Development (Protection of Civil Complaint Handlers)" category, sponsored by the Ministry of Interior and Safety, in December last year.