Korea Federation of Housewives Clubs
Only 44% of laundries issue receipts while 49.6% do not keep standard agreement terms designed for consumer protection
Korea Federation of Housewives Clubs (Chair Kim Cheon-ju) conducted a survey of 250 laundry shops in 25 wards of Seoul from August 10th to 17th, as to their service status, including issuance and recollection of laundry receipts, display of standard agreement terms and disposal of laundry wastes. The survey revealed the following:
1. Whether Laundry Receipts are Issued
According to the standard agreement of laundry service business, the laundry shop is supposed to issue a receipt to the customer when laundry is received. The survey revealed that less than half (44%, 110 shops) issue receipts while 140 shops (56%) do not issue receipts.
Receipt issuance varies greatly depending on the area – nine shops (90%) in Kwanak-gu issued receipts while none in Seongbuk-gu and Dongdaemun-gu issued receipts. The survey also revealed that only 35.6% (89 shops) recollect the receipts.
2. Display of Standard Agreement of Laundry Service Business
The standard agreement of laundry service business should be kept visible to the consumers at the laundry shop in accordance with the standard agreement Article 2 of Paragraph 2. Since only half (126 shops, 50.4%) out of 250 shops surveyed display the agreement, it is difficult for the consumer to demand receipt issuance, as they are not familiar with the standard agreement provisions.
The survey also revealed that the percentage of standard agreement displaying shops also varies depending on the area. The areas where more laundry shops display the standard agreement (Gwanak, Songpa and Gangbuk) issue receipts more often, than those in areas where less laundry shops display the standard agreement.
3. Methods of Resolving Disputes on Laundry Accidents
In case of laundry accidents (loss, defects – stain, discoloration, change, fade of color or damage to cloth), the survey revealed that the majority 183 laundry shops (73.2) settle disputes through direct consultation with the consumer. 14 shops (5.6%) provide unconditional compensation if the damage amount is small. Since the survey revealed that the disputes are settled through direct consultation between the parties rather than objectively using the review system, a question is raised as to whether the consumers are satisfied with or duly compensated through such direct consultation.
4. Laundry Waste Handling Methods and Whether the Designated Waste Handling Register is Present
The survey revealed that the percentage of laundry wastes handled through Korea Dry-cleaning & Laundry Association is the highest, but some dispose of wastes individually (1.6%) or by other methods (12.8%). The process and results of the individual handling is not clear. It may cause serious environment contamination as laundry waste can be discarded into sewerage, which contains hazardous waste solvents and filters such as TCE (trichloroetehylene) or PCE (perchloroethylene). Furthermore, the survey revealed that 180 shops (72%) possess designated waste handling registers, while 70 shops (28%) do not have a register at their shop.
5. Suggestions
First, active public relations activities are required toward the service providers and the consumers, so that laundry receipts are issued and recollected without failure, to enhance the quality of laundry service. The receipt serves as the proof for prompt problem solving as well as the ground for judgment to protect the consumer rights, in case of a laundry accident. Among all laundry service disputes, cases of lost laundry are seen the most often. It is easy to determine the accountability of any losses if receipts are issued after checking the status of laundry items. The receipts are necessary for the benefit of both service providers and consumers as they may be utilized as evidences for possible dispute settlement, if the laundry method and status are indicated on the receipts.
Second, the government authorities concerned should conduct thorough control and supervision over the laundry shops in connection with treatment of laundry wastes. The survey revealed that the government control and supervision over laundry waste treatment is neglected, since 19.2% of the shops treat the waste individually and only 70 shops (28%) keep the waste treatment register at their shops. Serious water contamination may be caused if laundry waste water (containing TCE or PCE) is discarded without an advance treatment. Therefore, it is suggested that the authorities conduct periodic education on waste treatment for the laundry service providers, in addition to thorough control and supervision over laundry waste treatment.
Third, various viable ways should be sought to revive the review system for prompt relief of consumer losses, in cases of laundry accidents. The review system for laundry or clothing dispute settlement enables reasonable dispute settlement, as it secures objective settlement by experts, much better than an individual consultative settlement between the parties. Prompt relief of consumer damages should be secured through active promotion and support of the review system for dispute settlement in case of laundry accidents.
▶ Information: Secretary Han Myeong-ok, Korea Federation of Housewives Clubs (02-779-1573)