South Korea's Ministry of Science and ICT and the Korea Information Society Development Institute (KISDI) published a "Telecom Service System Improvement Results Casebook" compiling system improvement achievements over the past 8 years at the first meeting of the 2026 Telecom Service System Improvement Advisory Committee held on Tuesday.

The advisory committee, in operation since 2018, is an advisory body that reviews inconvenience and dispute cases arising during the use of telecom services and seeks ways to improve systems. Fifteen members take part, including telecom operators, the Korea MVNO Association (KMVNO), the Korea Association for ICT Promotion (KAIT), consumer groups, telecom and legal experts, and KISDI.

Each year the committee collects and analyses complaints and key issues related to telecom services. It identifies agenda items that need improvement and, through consensus among stakeholders, has drawn up improvement measures.

The casebook systematises the committee's achievements to date. It includes a total of 56 cases from 2018 to 2025 that led to actual system improvements, divided into 16 major cases and 40 general cases. Each case is structured to help readers understand the course and meaning of the system improvement.

Key achievements include restrictions on signing up for multiple mobile lines over a short period to prevent crimes such as voice phishing (2021), waiving cancellation penalties for victims in disaster areas (2023), and improvements to dark patterns in add-on service subscriptions (2024). Last year it also pushed system improvements on recent issues including a review of terms for refunds of mobile fee overpayments and the price reversal phenomenon between combined-rate plans and LTE rates.

Choi Woo-hyuk (최우혁), director general of the Network Policy Office at the ministry, said he expects the casebook to serve as practical reference material for consumer counselling agencies and frontline practitioners. He said the ministry will continue to actively support efforts to ensure that inconvenience faced by people using telecom services is improved without setbacks.