ABSTRACT

Government as a service provider that serves the people have the duty to respond to any kind of complaints, and to try solving their problems. However, some civil petitioners keep public employees from doing their daily tasks, thereby ignoring due processes for filing civil complaints. Such behaviors include repetitive submission of complaints, abusive words, and even violence. This causes inefficiency and degrades public service quality as well as hurts reputation of individual employees and public agencies. Given the situation in the public sector, this paper suggests strategies for rational management of unreasonable complaints. This study discusses the concept, causes, and types of unreasonable complaint conducts. Then the examination on how the Korean government manages unreasonable complaint conducts follows. Some policy implications are provided by the comparison between Korean and foreign cases.

KEYWORD

Public Sector, Unreasonable Complaint (Conduct), Rational Management

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