온라인을 통한 소비자분쟁조정 운영 방안 연구

An object of the present study is to find a way to make use of on-line means for users in using the Consumer Dispute Mediation Service. Methods for resolving disputes on-line have been actively discussed by not only international organizations, such as the UN, but also by a lot of domestic and foreign researchers; but the actual services have not been utilized in a positive manner. As transaction methods are diversified and increased by "informatization", consumer damage cases occur more frequently, and their needs for dispute mediation have increased as well. Unfortunately, however, methods for resolving consumer damage and disputes have not been adequately corresponding to such changes in the social environment. One of the distinctive characteristics of consumer damage is that in most cases, it occurs in small sum of money, but to a large number of victims. From the viewpoint of a user, possibly a victim of consumer damage who wishes to consider the option of using the Dispute Mediation Service, the current system may seem quite alienated from the tendency of informatized society, considering that only documented materials are recognized as evidence, and that the user is required to attend the Consumer Dispute Settlement Commission in person, which requires a lot of time and costs. In this regard, users should be provided with easy access to Consumer Dispute Mediation Service by using digital devices and information technology. Based on the operating principle of the dispute mediation system, i.e. "conveniency" and by reviewing how preceding domestic/international studies address the present condition, the present study deliberates on how active utilization of on-line dispute mediation is inhibited, why on-line dispute mediation is essentially necessary, and what practically needs to be done. As an example, the relevant regulation will need to be supplemented so that evidential materials can be submitted in forms other than documents, e.g. videos, electronic materials, and the service system will also need to be improved so that the user may attend the Consumer Dispute Settlement Commission meetings through video or web conference using multi user call service, rather than in person. Further, technical devices, such as electronic devices will need to be equipped for introducing an operation system that materializes video/on-line chatting discussions and debates. Lastly, it would be far more efficient if the operation of on-line Consumer Dispute Mediation Service can be carried out in combination with the existing off-line operation system.