South Korea announced on Tuesday that the Cabinet has approved an amendment to the Telecommunications Business Act enforcement decree, requiring major online platforms to offer real-time customer service via both online and telephone channels. The law, targeting firms with over a million daily users and at least 1% of domestic internet traffic, affects Google, Meta, Netflix, Naver, Kakao and Coupang. Companies must respond to customer inquiries immediately during business hours or within three working days if immediate resolution is not possible. The regulation will take effect one year after promulgation.

The amendment aims to address longstanding complaints over poor customer support from digital platforms, particularly foreign tech giants, which often rely on automated systems with limited Korean-language assistance. The government argues that the law enhances consumer protection.