• Title/Summary/Keyword: 소비자피해구제

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The Improvement Measurement on Dispute Resolution System for Air Service Customer (항공서비스 소비자 분쟁해결제도의 개선방안)

  • Lee, Kang-Bin
    • The Korean Journal of Air & Space Law and Policy
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    • v.33 no.2
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    • pp.225-266
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    • 2018
  • In 2017, 1,252 cases of damages relief related to air passenger transport service were received by the Korea Consumer Agency, a 0.8% drop from 1,262 cases in 2016, the first decline since 2013. In 2017, 444 cases (35.4%) out of received cases of damages relief in the field of air passenger service received by the Korea Consumer Agency were agreed on, and out of cases that were not agreed on, the most number of 588 cases (47.0%) were concluded due to information provision and counseling, and 186 cases (14.9%) were applied to the mediation of the Consumer Dispute Mediation Committee. Major legislations that contain regulations for the damages relief and disputes resolution of air service consumers include the Aviation Business Act and the Consumer Fundamental Act, etc. The Aviation Business Act provides the establishment and implementation of damage relief procedure and handling plan, and the receiving and handling of request of damage relief by air transport businessman, and the notice of protection standard for air traffic users. The Consumer Fundamental Act provides the establishment and management of the consumer counseling organization, the damage relief by the Korea Consumer Agency, the consumer dispute mediation, and the enactment of the criteria for resolving consumer disputes. The procedures for damages relief of air service consumers include the receiving and handling of damages relief by air transport businessman, the counseling, and receiving and handling of damages relief by the Consumer Counseling Center, the advice of mutual agreement by the Korea Consumer Agency, and the dispute mediation system by the Consumer Dispute Mediation Committee. The current system of damage relief and dispute mediation for air service consumer have the problem in the exemption from obligation of establishment and implementation of damage relief plan by air transport businessman under the Aviation Business Act, the problem in the exemption from liability in case of nonfulfillment and delay of transport by aviation businessman under the criteria for resolving consumer disputes in the aviation sector, and the uppermost limit in procedure progress and completion of consumer dispute mediation under the Consumer Fundamental Act. Therefore, the improvement measurements of the relevant system for proper damage relief and smooth dispute mediation for air service consumer are to be suggested as follows: First is the maintenance of the relevant laws for damage relief of air service consumer. The exemption regulation from obligation of establishment and implementation of damage relief plan by air transport businessman under the Aviation Business Act shall be revised. To enhance the structualization and expertise of the relevant regulation for protection and damage relief of air service consumer, it will be necessary to prepare the separate legislation similar to the US Federal Regulation 14 CFR and EU Regulation EC Regulation 261/2004. Second is the improvement of criteria for resolving air service consumer disputes. For this, it will be necessary to investigate whether the cause of occurrence of exemption reason was force majeure, and distinguish the exemption from liability in case of nonfulfillment and delay of transport by aviation businessman under the criteria for resolving consumer disputes in the aviation sector, and revise the same as exemption reasons regulated under the air transport chapter of the Commercial Act and Montreal Convention 1999, and unify the compensation criteria for the nonfulfillment of transport that the substitute flight was provided and the delay of transport. Third is the reinforcement of information provision for damage relief of air service consumer. Aviation-related government agencies and concerned agencies should cooperate with airlines and airports to provide rapidly and clearly diverse information to the air traffic users, including laws and policies for damages relief of air service consumers. Fourth is the supplement to the effectiveness, etc. of consumer dispute mediation. If there is no sign of acceptance for dispute mediation, it is not fair to regard it as acceptance, therefore it will be necessary to add objection system. And if a dispute resolution is requested to another dispute settlement agency in addition to the Consumer Dispute Mediation Committee, it is excluded from the damage relief package, but it should be allowed for the party to choose a mediation agency. It will be necessary to devise the institutional measures to increase the completion rate of mediation so that the consumer dispute can be resolved efficiently through the mediation. Fifth is the introduction of the air service consumer arbitration system. A measure to supplement the limitations of the consumer dispute mediation system is to introduce the consumer arbitration system, but there are two measurements which are the introduction of the consumer arbitration under the Consumer Fundamental Act and the introduction of the consumer arbitration under the Arbitration Act. The latter measurement is considered to be appropriate. In conclusion, as a policy task, the government should prepare laws and system to enhance the prevention and relief of damages and protection of the rights and interests of air service consumers, and establish and implement the consumer-centric policy for the advancement of air service.

4차 산업혁명시대의 소비자이슈와 소비자정책

  • Choe, Byeong-Rok
    • Proceedings of the Korea Technology Innovation Society Conference
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    • 2017.11a
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    • pp.413-421
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    • 2017
  • 4차 산업혁명과 관련하여 대두되는 핵심기술로 인공지능, 로봇, 빅데이터, 사물인터넷(IoT), 가상현실(VR)과 증강현실(AR), 자율주행자동차, 드론, 3D 프린팅, 블록체인 등을 들고 있다. 과거와 현재는 생산자가 최적의 비용으로 고성능 고품질 상품과 서비스를 제공했으나 4차 산업 혁명 시대는 소비자가 제품의 종류 및 특성, 생산 시점 등 전 과정에 관여하고 상품 자체보다 상품이 제공하는 가치를 중시하게 될 것으로 예상되고 있다. 이처럼 생산자 중심에서 소비자 중심으로 소비 트렌드가 변한 것은 AI, IoT, VR, 3D 프린팅 등 4차 산업혁명의 기술혁명이 지대한 기여를 했기 때문으로 볼 수 있다. 이처럼 다양한 제품과 서비스에서 새로운 유형의 소비자문제도 발생하고 기존의 소비자문제도 발생할 수 있으므로 이에 대한 체계적인 검토로 사전 예방적인 소비자정책과 사후구제의 소비자정책 모두 새롭게 정립해 두어야 한다. 사전예방적인 소비자정책으로는 (1) 위해방지, (2) 규격의 적정화, (3) 거래의 적정화, (4) 표시광고의 적정화, (5)소비자정보제공의 충실화 및 소비자능력의 향상을 위한 소비자교육의 강화, (6) 개인정보보호의 강화가 필요하다. 사후구제의 소비자정책으로는 (1) 소비자분쟁해결기준의 정비, (2) 피해구제 관련 법률의 제정이나 개정 등이 필요하다.

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전자상거래 에스크로 제도 도입에 관한 고찰

  • 이종인
    • Journal of Korea Fair Competition Federation
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    • no.109
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    • pp.46-58
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    • 2004
  • 거래당사자간 상품과 대금의 지급을 보장하는 에스크로 서비스는 전자상거래 소비자피해를 예방하고 사후적 피해를 실질적으로 구제할 수 있는 효과적인 안전장치이다. 하지만 소비자보호 측면뿐만 아니라 전자상거래의 지속적인 발전을 위해서는 관련된 제도의 도입 및 보완이 필요하다. 우선 소비자피해보상보험, 사법적 구제 등과 같은 현행 소비자피해보상시스템과 상호 보완적으로 기능 할 수 있는 사전적 안전장치(Ex Ante Safeguard)인 에스크로 서비스의 법제화가 요구된다. 그 형태로는 전자상거래 사업자들이 자체 혹은 별도의 에스크로 업체와의 계약을 통해 에스크로를 제공토록 하되, 그 이용 여부를 소비자가 선택할 수 있도록 시스템을 마련해야 한다. 또한 안전한 대금지급을 위한 정보제공의 차원에서 에스크로 서비스의 이용에 관한 사항을 의무적으로 표시토록 하여 소비자가 쉽게 알 수 있도록 해야 한다. 끝으로, 에스크로 서비스의 공신력을 확보하기 위한 방안으로 에스크로 사업자의 자격기준을 마련하여 규제하는 것이 바람직하다.

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Study on the Consumer Arbitration as a Remedy of Consumers' Damage (소비자피해구제제도로서 소비자중재에 관한 연구)

  • Kim, Do-Nyun;Lee, Dong-Ha
    • Journal of Arbitration Studies
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    • v.28 no.2
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    • pp.67-89
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    • 2018
  • An arbitration has great strength in the sense that it is a more rapid dispute resolution than a trial, and is means of dispute settlement for an achievement of the purpose which is the improvement of the rights and interests of consumers. Because the remedy of consumers' damage currently has not worked well, discussions about consumer arbitration as a universal Alternative Dispute Resolution (ADR) is needed. The core of the ADR is not only the professionality and neutrality of an arbitrator and a mediator, but also the non-impairment of the arbitration proceeding's fairness. In addition, it also has both economic feasibility and efficiency. Furthermore, providing an institutional strategy is necessary to ensure fairness in an arbitration award.

식품집단소송제, 식품소비자보호 및 식품산업의 발전

  • 이종영
    • Food Industry
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    • s.186
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    • pp.9-10
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    • 2005
  • 현재 식품안전기본법제정과 관련하여 정부안을 포합하여 5개 법안이 국회에 상정$\cdot$발의되어 있다.그러나 대부분의 법안들이 식품사고를 사전에 방지하는 식품의 안전성 확보보다는 사후적인 피해구제인 집단소송제나 분쟁조정을 골자로 하고 있다. 이에 우리 협회에서는 지난 4월 8일 식품안전기본법안에 대한 산업계 의견을 마련하여 집단분쟁조정 및 집단소송제 도입의 비현실성 및 문제점을 지적하고, 자칫 잦은 식품분쟁이나 집단소송국가로 전락할 우려가 크기 때문에 강력한 반대의견을 정부와 국회에 정책건의 한 바 있다. 식품안전의 1차적인 책임은 물론 식품업계에 있고 식품안전은 아무리 강조하여도 지나치지 않다. 그러나 식품안전은 소비자에게 피해가 발생하기 전에 사전에 방지할 수 있는 적절한 제도의 도입이 필요한 것이지, 그렇지 않고 이미 사고가 발생한 후에 피해구제를 위한 방안으로 도입되는 집단분쟁조정이나 집단소송제도는 실제적인 소비자보호 효과가 미흡하고, 식품안전과는 거리가 멀다고 생각한다. 따라서 우리 협회에서는 식품안전기본법제정과 관련하여 국회입법을 검토중에 있는 집단분쟁조정과 집단소송제도에 대하여 다음과 같이 전문가의 의견을 들어보고자 한다.

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A Case Study on the Process to Redress Consumer Damages Caused by Advertising Solution Error of Samsung Mall (삼성몰 광고솔루션 오류로 인한 소비자피해와 구제과정 사례분석)

  • Jae, Mi-Kyung;Song, In-Sook;Yang, Duck-Soon
    • Journal of the Korean Home Economics Association
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    • v.41 no.10 s.188
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    • pp.15-30
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    • 2003
  • This case study analyses the process to redress consumer damages caused by advertising solution error of Samsung mall from July 30th, 2002. We could discover the typical characteristics of small damages for many people and propose efficient consumer redress system. It was very difficult for consumers to recognize and verify their damages. Damages were very diverse and had traits of electronic transactions. We also examined the evaluations of individual consumer and consumer organization, YMCA on the process and result of consumer redress. Class action should be introduced as soon as possible to overcome financial problem and gathering plaintiffs for lawsuit. Consumer organizations need more professional negotiation ability.