Dong-gu Launches "On-the-Spot Civil Complaints Office" for Direct Feedback and Solutions

Communication Initiative on Local Issues Such as Transportation, Housing, Safety, and Living Environment on the 21st

Dong-gu, Gwangju-Jeonnam Unified Special City, announced on September 17 that it will launch the "On-the-Spot Civil Complaints Office" for the first time at Sansu1-dong Sansu Culture Square on September 21. The program aims to directly listen to and resolve residents' daily inconveniences on site.

Panoramic view of the Dong-gu Office building in Gwangju, Jeonnam.

The "On-the-Spot Civil Complaints Office" is a practical communication policy introduced to realize the "Safe Living City for Everyone"—a key pledge of the 9th popularly elected government. The district mayor visits residents’ living environments first-hand, listens to local issues and inconveniences encountered in everyday life, such as transportation, housing, safety, and the living environment, and seeks solutions on the spot.

Any resident can visit the On-the-Spot Civil Complaints Office without any special procedures to speak directly with the district mayor about everyday inconveniences or suggestions for district administration. Questions or issues that can be answered or addressed immediately will be handled swiftly. For complaints that require further review, the relevant department will assess the situation and prepare a solution.

For residents unable to receive face-to-face consultation at the site, an "On-Site Civil Complaints Suggestion Box" will also be provided. Complaints that require on-site verification will be linked to a "Mobile Civil Complaints Office," where the district mayor and related departments will visit the specific location, hear residents’ voices, and look for solutions.

Starting with this inaugural session, Dong-gu will institutionalize the On-the-Spot Civil Complaints Office on the second and fourth Wednesday of every month beginning next month. The office will rotate through all 13 neighborhoods, ensuring accessibility and considering the unique circumstances of each area.

There will also be a stronger focus on post-management of received complaints. Rather than ending with a simple consultation or forwarding to a department, complaints will be continuously managed from processing to outcome. Issues left unresolved for extended periods due to budget or legal constraints, administrative procedures, or interdepartmental coordination will be separately categorized as "major life complaints," receiving dedicated management. The district mayor and directors will regularly review progress and key issues to find solutions, and complainants will be thoroughly informed about the process and future plans.

The initiative is also linked with the mayor's direct "Text Message Service," active since August. The Life Civil Complaints Communication Team takes the lead in overseeing the handling of complaints received through both the On-the-Spot Office and the text message service, supporting matters that require interdepartmental coordination and serving as an integrated contact point for all daily civil complaints.

Im Taek, Mayor of Dong-gu, stated, "'A safe living city for everyone' starts by paying close attention to and improving the small inconveniences residents face each day. Through the On-the-Spot Civil Complaints Office, we will proactively visit residents, address issues that can be resolved immediately, and for matters that require more time, explain the handling process and provide thorough follow-up so that people can truly feel the changes."

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