The Korea Consumer Protection Board (KCPB) analyzed 1,029 consumer complaints involving cable television, reported during the previous year, and found that the number of complaints increased 41.7% this year.

 

 

Type of Complaints (by rank)		Number of Cases	%
Cost & Service	Unilateral change of channels and cost (1)	193	18.8
	Non-payment and late payment (2)	106	10.3
	Installation fee (2)	106	10.3
	Dual payment (5)	41	4.0
	Excessive billing	27	2.6
	Others (payment method, VAT, equipment rental fee)	119	11.6
	Sub-total	592	57.5
Contract Termination	Penalty fee (5)	73	7.1
	Termination denied (6)	37	3.6
	Individual termination impossible for apartment residents (7)	31	3.0
	Identity theft	29	2.8
	Unilateral termination of contract	23	2.2
	Others	16	1.6
	Sub-total	209	20.3
Quality & Warranty	Broadcasting quality	27	2.6
	Warranty	14	1.4
	Delayed installation	6	0.6
	Others	7	0.7
	Sub-total	54	5.2
Contractual Obligations	Charging costs for watching cable TV during free service time slot	23	2.2
	Discount rates not applied	17	1.7
	Others	13	1.3
	Sub-total	53	5.2
Others	Others (unkind employees, insincere answers)	121	11.8
Total		1,029	100

 

According to the Article 6 of the Cable Television Contracts, channel programs should be comprised based on consumers’ diverse needs and price. But cable television service providers are failing to notify or explain to consumers regarding changes in channel programs or rates in advance.

 

Another consumer complaint relates to the fact that even after requesting service cancellation, cable companies tend to charge consumers. In particular, consumers who have signed oral agreements, it’s harder to prove damages occurred.

 

Cable television companies usually charge 33,000~66,000 Korean won for installment fees. However, consumers are strongly complaining that if moving to a place with cables already installed or if reusing cable services after having stopped using for a while, additional fees are being charged.

 

Based on the above results, KCPB will propose to the Korea Broadcasting Commission (KBC) ▲to widen consumer choices by diversifying channel programs and ▲to strengthen pre-notices of channel changes. It will also recommend relevant industries ▲to notify consumers in writing or by text messages on costs around the time cancellation has been requested and ▲to prevent consumer disputes by indicating installment fee standards within the contract terms.

 

Furthermore, KCPB advised consumers ▲to carefully review any channels that may subject to change before signing a contract ▲to cancel a contract preferable in written form and ▲to pay installment fees based on the standard indicated within the contact.