악성민원 대응을 위한 민원심급제 및 민원부과금 도입에 관한 연구

The increasing prevalence of emotional labor among public officials due to malicious complaints has emerged as a significant issue, leading to individuals' premature departure and career changes in the public sector. The phenomenon of occupational burnout resulting from malicious complaints has a detrimental impact on the competence and motivation of individual public workers, hence hindering the overall efficiency of administrative operations. Furthermore, this phenomenon results in the disproportionate allocation of people and financial resources towards addressing the concerns of specific individuals with evil intent. Consequently, the provision of legitimate administrative services for other genuine petitioners is compromised. The usefulness of governmental guides in addressing harmful complaints is constrained by their focus on individual efforts of public authorities rather than comprehensive strategies. Furthermore, while existing literature explores the negative impact of malicious complaints, few studies put up specific policy approaches to tackle this issue effectively. This study aims to comprehensively analyze the most effective strategies for mitigating the impact of malicious complaints. To accomplish this objective, this study provides a comprehensive definition of malicious complaints, thoroughly evaluates domestic and foreign research, and conducts an in-depth analysis of the legislative framework in South Korea. Based on the analyses, the proposed principal recommendations entail implementing civil complaint review systems with the local ombudsman. These recommendations can be realized by modifying the "Civil Petitions Treatment Act" and the "Act On The Prevention Of Corruption And The Establishment And Management Of The Anti-corruption And Civil Rights Commission." Moreover, for cases involving excessive complaints, it is also advisable to establish a framework for cost imposition, such as complaint charges, and make it mandatory to impose sanctions against malevolent petitioners. In conclusion, concerted efforts should be made to establish legal foundations that enable effective responses to malicious complaints, thereby preventing unwarranted occupational burnout among public officials.