Customer Centered
Dong-A Pharmaceutical
practices customer-centered management (CCM).
- 1. Customer inquiries and consultations are routed through various channels to the Customer Satisfaction Team*
- 2. Requests and consultations received are forwarded to the manager of the relevant department for processing.
- 3. The manager will then contact you as soon as possible to answer your questions.
-
01 Receive customer inquiry
-
02 Check the management officer
-
03 Notify the related manager
-
04 Handle inquiries
-
05 Call the customer
-
06 Complete a response to the customer
-
Online
1:1 Inquiry
Hours of Operation: 24/7
We are happy to receive and advise you on any complaints or inquiries you may have.
-
By Phone
080-920-2002
Consultation Hours:
Weekdays: 9:30 a.m. to 5:00 p.m.Excluding Saturdays, Sundays, legal holidays,
and regular holidays -
By Mail
02587
Customer Satisfaction Team, Dong-A Pharmaceuticals, 64 Cheonho-daero, Dongdaemun-gu, Seoul
Send us a letter at the address above.
In South Korea, the eight rights of consumers have been codified in law to protect consumers, who are relatively weak compared to businesses. By protecting the rights of consumers through the Framework Act on Consumers, we are not only protecting consumers but also promoting the healthy development of the national economy.
Framework Act on Consumers [Effective Date: Dec. 30, 2021] [Act No. 17799, issued on Dec. 29, 2020, amending other laws]. Enforcement Decree of the Framework Act on Consumers [Effective Date: Sept. 22, 2023] [Presidential Decree No. 33702, issued on Sept. 12, 2023, amending other laws]. Consumer Disputes Resolution StandardsIf compensation is required for claims (product defects and side effects), it will be handled in accordance with the Consumer Dispute Resolution Standards notified by the Fair Trade Commission (FTC).
Category | Dispute Type | Resolution Standards |
---|---|---|
Medicines, quasi-drugs, cosmetics, and personal care products | Foreign body was mixed in | Product exchange or refund of purchase price |
Improper content or size | ||
Deterioration or decay | ||
Expiration date has passed | ||
Insufficient capacity | ||
Poor quality, performance, or functionality | ||
Damage caused by defective containers | Reimbursement for medical treatment, expenses, and lost income | |
Side effects | ||
Insufficient quantity | Provision of insufficient quantity | |
Grocery
(soft drinks, nourishing food) |
Insufficient content or capacity | Product exchange or refund of purchase price |
Decay or deterioration | ||
Shelf life has passed | ||
Foreign body was mixed in | ||
Side effects | Reimbursement for medical treatment, expenses, and lost income | |
Injuries caused by defective containers |
The Ministry of Food and Drug Safety has been fully implementing the Relief of Injury from Side Effects of Drugs project since December 19, 2014. This project pays death benefits, disability benefits, medical expenses, and funeral expenses to patients who suffer death, disability, or illness due to adverse side effects of medicines.
Introduction of Relief of Injury from Side Effects of Drugs Regulations on Relief of Injury from Side Effects of Drugs [Effective Date: Dec. 20, 2022] [Presidential Decree No. 33112, issued on Dec. 20, 2022., amending other laws] Enforcement Rule of the Regulations on Relief of Injury from Side Effects of Drugs [Effective Date: June 29, 2023] [Prime Ministerial Decree No. 1889, June 29, 2023., partially revised]CCM is a system that evaluates and certifies whether a company organizes all its activities from a consumer perspective, focuses on the consumer, and continuously improves related management activities. ※Grounds: Article 20 – 2 – 4 of the Framework Act on Consumers
-
Voice
of Consumers VOC -
LSP
Leadership
System
Performance
- Service
- Product Planning
- Purchase
- Production
- Logistics
- Promotion
- Sales
- Quality
-
Increasing
consumer
efficiency Promoting
consumer rights
-
1. For consumers
Securing consumer rights
Providing information on the criteria for selecting products and services
Reasonably resolving problems between companies and consumers in accordance with the CCM operating system
-
2. For companies
Increasing corporate value
Raising awareness of consumer rights among CEOs and employees
Improving internal and external competitiveness by continuously improving products and services from a consumer perspective
-
3. For the public sector
Reducing social costs
Reducing social costs through post-dispute resolution and administrative measures
Contributing to the spread of coexistence culture between companies and consumers by creating a virtuous circle of a consumer-centered market
-
Attitude of
listening -
Quick
troubleshooting -
Active
communication
As a CCM certified company,
-
1
We proactively listen to the voices of consumers.
CCM-certified companies reflect consumer feedback starting from the product planning stage.
-
2
We resolve consumer issues very quickly!
CCM-certified companies have a system to handle consumer complaints swiftly and reasonably.
-
3
We communicate with our consumers proactively!
CCM-certified companies use online and offline channels to communicate with consumers and provide useful information.