Telecom service dispute mediation applications hit a record high last year, topping 2,000 for the first time. The increase is seen as driven by a series of large-scale telecom incidents, including a cyber incident involving SK Telecom.

The Broadcasting Media Communications Commission on Tuesday announced the 2025 results for telecom dispute mediation applications and case handling. The number of applications totalled 2,123 last year, up 590 cases, or 38.5 percent, from 1,533 a year earlier. It has risen by nearly 1,270 percent in six years from 155 when the system was introduced in 2019.

By dispute type, cases related to user contracts were the largest category at 1,122, or 52.8 percent. They were followed by important matters explanation and notification at 478 cases, or 22.5 percent, other at 359 cases, or 16.9 percent, and service quality at 143 cases, or 6.7 percent. Key contract-related cases included false notification of contract terms when signing and long-term billing due to failure to process cancellations.

By company, SK Telecom had the highest number of cases in the wireless segment with 507, or 1.6 cases per 100,000 subscribers. In the fixed-line segment, LG Uplus had the most with 185, or 3.1 cases per 100,000 subscribers.

The resolution rate was 79.3 percent, down 3.6 percentage points from 82.9 percent a year earlier. Companies’ refusal to accept mediation proposals in 25 cases tied to the SK Telecom cyber incident and 22 cases tied to cancellations of KT Galaxy S25 preorders weighed on the overall rate.

Kim Jong-cheol (김종철), chair of the Broadcasting Media Communications Commission, said it would swiftly form the fourth Telecom Dispute Mediation Committee to speed relief for user 피해. He said it also plans to push for legal revisions to improve the system, including introducing a collective dispute mediation system and strengthening companies’ duty to submit data.