"Mobile Plan Cancellation via Chat and App"... Korea Communications Commission Announces Improved Termination Procedures

Improvement Plan to Be Implemented by the Third Quarter

It will now be possible to cancel mobile telecommunications services solely through chat with a customer representative, without the need for a phone call.

On June 26, the Korea Communications Commission announced its "Improvement Plan for Mobile Telecommunications Service Cancellation Procedures," which contains these measures.

According to the improvement plan, KT and LG Uplus will newly introduce real-time chat consultation services on their websites, enabling users to process cancellations not only through existing phone consultations but also through chat consultations.

Users of budget mobile carriers (MVNOs), who previously faced restrictions on cancellations until unpaid fees were settled, will now be able to terminate their services with any carrier.

The mobile app cancellation application, which is currently only offered by KT, will be expanded to SK Telecom and LG Uplus as well. Mobile carriers will display the cancellation application menu in a prominent position on their websites and use clear and accessible language in information guides to improve user convenience.

Carriers will establish a "Service Cancellation Procedure Guide" covering items that require settlement at cancellation and the potential loss of benefits from bundled products, as well as a "Post-Cancellation Invoice Specification Standard," which stipulates the required items to be listed on post-cancellation invoices. Upon request, users will be provided with documentation of the recorded consultation during the cancellation process in a document file format.

The major telecom companies and budget mobile operators plan to implement these improvements within the third quarter of this year.

This improvement plan was prepared after the Korea Communications Commission held dedicated discussions, following the selection of a user proposal regarding mobile service cancellation inconveniences as the best task at the "3rd Ridiculous Regulation Contest" organized by the Office for Government Policy Coordination.

Kim Jongchul, Chairman of the Korea Communications Commission, stated, "This is a measure to resolve user inconvenience and expand user choice," adding, "We will continue to improve the system to protect mobile telecommunications service users."

This content was produced with the assistance of AI translation services.