ACRC selected as an excellent example in 2020 Comprehensive Assessment of Civil Complaint Service

- ACRC Won Grade "Na" in the ACRC & MOIS Evaluation with high scores for Chairperson's high engagement as well as efforts to reflect people's voices -

January 14, 2021

Anti-Corruption and Civil Rights Commission

The Republic of Korea

In the “2020 Comprehensive Assessment of Civil Complaint Service” co-organized by the Ministry of the Interior and Safety (MOIS) and the ACRC, the ACRC won Grade “Na,” which is given to the top 10 to 30 percent (5th~13th place), among 44 central administrative agencies assessed.

The 2020 assessment evaluated 304 government agencies (central administrative agencies, provincial and metropolitan governments, provincial and municipal education offices, and local governments) across the nation for their civil complaint handling in the period of October 2019 to August 2020. It assessed four indicators (strategy and system of civil complaint administration; operation of the civil complaint system; handling of civil complaints filed on e-People; and satisfaction level of civil complaint service) in three areas (foundation of civil complaint administration and management; civil complaint administration activities; and performance of civil compliant handling).

Grades are given according to the result of relative evaluations conducted as per the type of an agency. The ACRC earned high scores for the head of the agency’s high engagement in improving civil complaint service; the monthly review of civil complaint handling; and its efforts to reflect the citizens’ voices when carrying out institutional improvement and other duties.

As the majority of civil complaints the ACRC receives are either secondary complaints that are filed against other government agencies for their unsatisfactory work procedures or their results, or tertiary grievances involving petitions or administrative appeals lodged for the result of secondary complaints or dissatisfaction with not accepting (dismissal, rejection, and closure) various reports, it is challenging to increase the satisfaction level of the civil complaint handling service. Given this, it is more significant that the ACRC still obtained the excellent result in the Comprehensive Assessment of Civil Complaint Service.

ACRC Chairperson Jeon Hyun-Heui said that “we were able to achieve fairly good results thanks to our efforts to increase the quality of civil compliant service in many fronts. We will work harder in 2021 to provide quality civil complaint service where the people can share its benefits.”