화물자동차 물류 사고의 민원유형이 보상지급금 및 처리기간에 미치는 영향

Abstract

This study analyzed the effect of civil complaints on compensation payments and processing periods in truck logistics accidents. The subjects of analysis were 427 cases of personal accidents and 1,093 cases of property accidents among a total of 1,520 cases received from the Traffic Accident Compensation Supervisory Service(TACSS) of Korea for 3 years from 2019 to 2021 and the regression analysis using SPSS 25.0 was used as the analysis method. As the amount of vehicle ownership increases, many traffic accidents are inevitably caused. As a result, various disputes arise in the process of handling accidents, and failure to respond quickly leads to complaints. Among civil complaints, there are unreasonable complaints in which the complainant demands excessive compensation, but there are also complaints caused by the inexperienced work attitude and coping method of the person in charge of compensation. Korea's civil complaint system in truck logistics accidents is too generous to civil petitioners and has a slogan of 'victim protection', so it is accompanied by adverse functions. Therefore, despite many countermeasures against civil complaints, the effect is insignificant. In this background, this study was conducted to effectively cope with the final compensation payment and total processing period that may be increased due to civil complaints. The types of complaints that had an impact on the final compensation payment were found to be complaints about immunity and liability, complaints about compensation services, complaints about refusal to accept accidents, etc. In order to cope with this, it is necessary for the person in charge of compensation to respond to the complaints of the victims by thoroughly conducting an initial investigation and thoroughly reviewing the automobile terms and conditions and court precedents on the negligence rate, immunity and liability. In addition, he should not make inappropriate remarks or actions during the compensation process and should break the habit of roughly handling complaints. Furthermore, er should pay attention to the satisfaction of the civil petitioner through transparent and accurate guidance. In order to pursue such high value of customer satisfaction, it is necessary to change his consciousness. The types of complaints affecting the total processing period were found to be negligence, immunity and liability complaints, complaints about refusal to accept accidents, complaints about compensation services, and delayed compensation information processing, etc. Negligence, immunity and liability were important factors in determining whether or not to pay compensation. In order to prevent these types of complaints, the person in charge of compensation should have the work ability to fully listen to the complaints of the victims and to find solutions by presenting evidence that the victims can understand. In addition, when a dispute arises, er should work to resolve the dispute with an active, rather than passive, attitude, and the management staff should strive to avoid complaints by strictly managing the organization. Finally efforts should be made to resolve and prevent civil complaints by accumulating types of complaints and establishing a systematic victim management system through feedback.