Seoul Helps Disabled Consumers Resolve Unfair Contracts, Handling 28,000 Cases

▲ The photo above is not related to the content of this article.

A person with an intellectual disability, identified as A, visited a mobile phone store after seeing an advertisement promising lower phone bills, only to find themselves signed up for multiple contracts, including two tablet PCs, without their knowledge.

When their guardian demanded the cancellation of the contracts, the company refused, claiming it was a simple change of mind.

Following mediation and legal advice from the Seoul Disability Consumer Damage Relief Counseling Center, A was able to cancel the contracts for the two tablet PCs and recover financial losses amounting to 1.6 million won.

The Seoul Metropolitan Government announced that the center has handled approximately 28,000 cases of consumer damage involving people with disabilities over the past three years, preventing financial losses worth about 540 million won.

The city launched the center in 2020, recognizing that people with disabilities are often exposed to consumer harm due to difficulties in understanding contract terms or communicating effectively.

The center provides support including consumer damage counseling, legal advice referrals, guidance on damage relief procedures, consumer protection education, and accessibility consultations.

It operates eight counseling channels tailored to the specific needs of individuals with disabilities, including telephone, sign language video calls, text messaging, KakaoTalk, website submissions, and in-person consultations.

The types of counseling vary depending on the nature of the disability.

For individuals with intellectual disabilities, many consultations involved unfair contracts or identity theft related to mobile phone subscriptions, home appliance rentals, and telecommunications services.

For the visually impaired, a majority of consultations concerned the lack of voice support in mobile apps, damaged braille stickers, and restrictions on guide dog access.

For the hearing impaired, there was a high demand for consultations regarding the lack of sign language interpretation in finance, shopping, and cultural activities, as well as difficulties with online identity verification. For those with physical or brain lesion disabilities, consultations often focused on the purchase of assistive devices and refunds or compensation for home appliances.

The center also conducts on-site outreach counseling and preventive education.

Furthermore, early this year, the center established a real-time KakaoTalk communication channel with institutions affiliated with the Seoul Association of Welfare Centers for the Disabled, ensuring that individuals with disabilities can be immediately connected to the center if they suffer consumer harm.

In a satisfaction survey conducted last year with 67 users, 89 percent said they were satisfied with the center's services, and 88 percent responded that they would recommend the center to others facing similar difficulties.

Individuals with disabilities who need consumer damage counseling can contact the center through their preferred method, including telephone, sign language video calls, text messaging, KakaoTalk, the website, or in-person visits.

Yoon Jong-jang, head of the Seoul Metropolitan Government's Welfare Policy Office, stated, "People with disabilities can be more vulnerable to consumer harm due to difficulties in understanding contract details or the communication process," adding, "We will create a safe consumer environment through customized counseling and damage relief support that considers the specific characteristics of disabilities."

(Photo courtesy of Seoul Metropolitan Government, Yonhap News)

※