소비자기본법제 16 조및동법시행령제 8 조및제 9 조 소비자기본법제16조 ( 소비자분쟁의해결 ) 소비자기본법시행령제8조및제9조제8조 ( 소비자분쟁해결기준 ) 제9조 ( 소비자분쟁해결기준의적용 )

消費者紛爭解決基準 ( 公正去來委員會告示第 2011-10 號 ) 韓國消費者院

[ 별표 1] 일반적소비자분쟁해결기준 ( 소비자기본법시행령제 8 조제 2 항관련 )

목 차 소비자분쟁해결기준 1 별표 Ⅰ. 대상품목 3 별표 Ⅱ. 품목별보상기준 15 1. 가전제품설치업 (1개업종 ) 17 2. 결혼정보업 (1개업종 ) 17 3. 결혼준비대행업 (1개업종 ) 18 4. 국제결혼중개 (1개업종 ) 19 5. 경비용역업 (1개업종 ) 20 6. 고시원운영업 (1개업종 ) 21 7. 골프장 (1개업종 ) 22 8. 공공서비스 (3개업종 ) 23 9. 공산품 (30개업종 ) 26 10. 공연업 (2개업종 ) 57 11. 농 수 축산물 (7개업종 ) 59 12. 대리운전 (1개업종 ) 61 13. 문화용품 기타 (4개업종 ) 62 14. 미용업 (2개업종 ) 66 15. 부동산중개업 (1개업종 ) 67 16. 사진현상및촬영업 (1개업종 ) 68 - -

17. 산후조리원 (1개업종 ) 70 18. 상조업 (1개업종 ) 71 19. 상품권관련업 (1개업종 ) 75 20. 세탁업 (1개업종 ) 76 21. 소셜커머스 (1개업종 ) 80 22. 숙박업 (1개업종 ) 81 23. 식료품 (19개업종 ) 84 24. 신용카드업 (1개업종 ) 85 25. 애완동물판매업 (1개업종 ) 87 26. 어학연수관련업 (2개업종 ) 88 27. 여행업 (2개업종 ) 90 28. 예식업 (1개업종 ) 94 29. 온라인게임서비스업 (1개업종 ) 95 30. 운수업 (9개업종 ) 97 31. 유학수속대행업 (1개업종 ) 110 32. 외식서비스업 (1개업종 ) 111 33. 위성방송및유선방송업 (2개업종 ) 112 34. 의약품및화학제품 (10개업종 ) 114 35. 의료업 (3개업종 ) 119 36. 이동통신서비스업 (1개업종 ) 122 37. 이민대행서비스 (1개업종 ) 123 38. 이사화물취급사업 (1개업종 ) 124 39. 인터넷쇼핑몰업 (1개업종 ) 126 40. 인터넷콘텐츠업 (1개업종 ) 127 - -

41. 자동차견인업 (1개업종 ) 129 42. 자동차대여업 (1개업종 ) 130 43. 자동차운전학원 (1개업종 ) 131 44. 자동차정비업 (1개업종 ) 132 45. 전자지급수단발행업 (1개업종 ) 133 46. 정수기등임대업 (1개업종 ) 134 47. 주차장업 (2개업종 ) 137 48. 주택건설업 (1개업종 ) 138 49. 중고전자제품매매업 (1개업종 ) 139 50. 중고자동차매매업 (1개업종 ) 140 51. 창호공사업 (1개업종 ) 141 52. 청소대행서비스업 (1개업종 ) 142 53. 체육시설업및레저용역업 (3개업종 ) 145 54. 초고속인터넷통신망서비스업 (1개업종 ) 147 55. 통신결합상품 (1개업종 ) 149 56. 택배및퀵서비스업 (1개업종 ) 150 57. 학원운영업및평생교육시설운영업 (2개업종 ) 151 58. 휴양콘도미니엄업 (1개업종 ) 152 별표 Ⅲ. 품목별품질보증기간및부품보유기간 153 별표 Ⅳ. 품목별내용연수표 159 - -

소비자분쟁해결기준 제1조 ( 목적 ) 이고시는소비자기본법제16조제2항과같은법시행령제8조제3항의규정에의해일반적소비자분쟁해결기준에따라품목별소비자분쟁해결기준을정함으로써소비자와사업자 ( 이하 분쟁당사자 라한다 ) 간에발생한분쟁이원활하게해결될수있도록구체적인합의또는권고의기준을제시하는데그목적이있다. 제2조 ( 피해구제청구 ) 분쟁당사자간에합의가이루어지지않을경우분쟁당사자는중앙행정기관의장, 시 도지사, 한국소비자원장또는소비자단체에게그피해구제를청구할수있다. 제3조 ( 품목및보상기준 ) 이고시에서정하는대상품목, 품목별분쟁해결기준, 품목별품질보증기간및부품보유기간, 품목별내용연수표는각각별표 Ⅰ, 별표 Ⅱ, 별표 Ⅲ, 별표 Ⅳ와같다. 이규정은 2011 년 12 월 28 일부터시행한다. - -

별표 Ⅰ 대상품목 - -

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별표 Ⅱ 품목별보상기준 - -

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1) 1-2 - - - - 10% - 20% - 40% - - 50% - - 90% - - - -

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1) 10 (, ) 2) 1 (, ) - - - 2 3 3) - : 1 - - - - - - - 1 - - -

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사용연수내용연수 구입가 - -

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사용연수내용연수 구입가 - -

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분쟁유형해결기준비고 - -

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4) 14 5) : 6) - - - 85% (, ) 1. 2. 3. 4. 5. * 상조상품해약환급금계산식 해약환급금 = 상조적립금 - 모집수당공제액 모집수당공제액 = 모집수당 0.75 + 모집수당 0.25 기납입월수 / 총납입기간월수 상조적립금 = 납입금누계 - 관리비누계 상조적립금이모집수당공제액보다적은경우에는해약환급금을 0 으로함 모집수당은총계약대금대비최대 10% 로하되, 500,000 원을초과할수없음 월별관리비는월납입금대비최대 5% 로하되, 월별관리비의합계는 500,000 원을초과할수없음 - -

1 30,000 1,500 270,750 0 0.0% 2 60,000 3,000 271,500 0 0.0% 3 90,000 4,500 272,250 0 0.0% 4 120,000 6,000 273,000 0 0.0% 5 150,000 7,500 273,750 0 0.0% 6 180,000 9,000 274,500 0 0.0% 7 210,000 10,500 275,250 0 0.0% 8 240,000 12,000 276,000 0 0.0% 9 270,000 13,500 276,750 0 0.0% 10 300,000 15,000 277,500 7,500 2.5% 11 330,000 16,500 278,250 35,250 10.7% 12 360,000 18,000 279,000 63,000 17.5% 13 390,000 19,500 279,750 90,750 23.3% 14 420,000 21,000 280,500 118,500 28.2% 15 450,000 22,500 281,250 146,250 32.5% 16 480,000 24,000 282,000 174,000 36.3% 17 510,000 25,500 282,750 201,750 39.6% 18 540,000 27,000 283,500 229,500 42.5% 19 570,000 28,500 284,250 257,250 45.1% 20 600,000 30,000 285,000 285,000 47.5% 21 630,000 31,500 285,750 312,750 49.6% 22 660,000 33,000 286,500 340,500 51.6% 23 690,000 34,500 287,250 368,250 53.4% 24 720,000 36,000 288,000 396,000 55.0% 25 750,000 37,500 288,750 423,750 56.5% 26 780,000 39,000 289,500 451,500 57.9% 27 810,000 40,500 290,250 479,250 59.2% 28 840,000 42,000 291,000 507,000 60.4% 29 870,000 43,500 291,750 534,750 61.5% 30 900,000 45,000 292,500 562,500 62.5% 31 930,000 46,500 293,250 590,250 63.5% 32 960,000 48,000 294,000 618,000 64.4% 33 990,000 49,500 294,750 645,750 65.2% 34 1,020,000 51,000 295,500 673,500 66.0% 35 1,050,000 52,500 296,250 701,250 66.8% 36 1,080,000 54,000 297,000 729,000 67.5% - -

37 1,110,000 55,500 297,750 756,750 68.2% 38 1,140,000 57,000 298,500 784,500 68.8% 39 1,170,000 58,500 299,250 812,250 69.4% 40 1,200,000 60,000 300,000 840,000 70.0% 41 1,230,000 61,500 300,750 867,750 70.5% 42 1,260,000 63,000 301,500 895,500 71.1% 43 1,290,000 64,500 302,250 923,250 71.6% 44 1,320,000 66,000 303,000 951,000 72.0% 45 1,350,000 67,500 303,750 978,750 72.5% 46 1,380,000 69,000 304,500 1,006,500 72.9% 47 1,410,000 70,500 305,250 1,034,250 73.4% 48 1,440,000 72,000 306,000 1,062,000 73.8% 49 1,470,000 73,500 306,750 1,089,750 74.1% 50 1,500,000 75,000 307,500 1,117,500 74.5% 51 1,530,000 76,500 308,250 1,145,250 74.9% 52 1,560,000 78,000 309,000 1,173,000 75.2% 53 1,590,000 79,500 309,750 1,200,750 75.5% 54 1,620,000 81,000 310,500 1,228,500 75.8% 55 1,650,000 82,500 311,250 1,256,250 76.1% 56 1,680,000 84,000 312,000 1,284,000 76.4% 57 1,710,000 85,500 312,750 1,311,750 76.7% 58 1,740,000 87,000 313,500 1,339,500 77.0% 59 1,770,000 88,500 314,250 1,367,250 77.2% 60 1,800,000 90,000 315,000 1,395,000 77.5% 61 1,830,000 91,500 315,750 1,422,750 77.7% 62 1,860,000 93,000 316,500 1,450,500 78.0% 63 1,890,000 94,500 317,250 1,478,250 78.2% 64 1,920,000 96,000 318,000 1,506,000 78.4% 65 1,950,000 97,500 318,750 1,533,750 78.7% 66 1,980,000 99,000 319,500 1,561,500 78.9% 67 2,010,000 100,500 320,250 1,589,250 79.1% 68 2,040,000 102,000 321,000 1,617,000 79.3% 69 2,070,000 103,500 321,750 1,644,750 79.5% 70 2,100,000 105,000 322,500 1,672,500 79.6% 71 2,130,000 106,500 323,250 1,700,250 79.8% 72 2,160,000 108,000 324,000 1,728,000 80.0% 73 2,190,000 109,500 324,750 1,755,750 80.2% 74 2,220,000 111,000 325,500 1,783,500 80.3% 75 2,250,000 112,500 326,250 1,811,250 80.5% 76 2,280,000 114,000 327,000 1,839,000 80.7% 77 2,310,000 115,500 327,750 1,866,750 80.8% 78 2,340,000 117,000 328,500 1,894,500 81.0% - -

79 2,370,000 118,500 329,250 1,922,250 81.1% 80 2,400,000 120,000 330,000 1,950,000 81.3% 81 2,430,000 121,500 330,750 1,977,750 81.4% 82 2,460,000 123,000 331,500 2,005,500 81.5% 83 2,490,000 124,500 332,250 2,033,250 81.7% 84 2,520,000 126,000 333,000 2,061,000 81.8% 85 2,550,000 127,500 333,750 2,088,750 81.9% 86 2,580,000 129,000 334,500 2,116,500 82.0% 87 2,610,000 130,500 335,250 2,144,250 82.2% 88 2,640,000 132,000 336,000 2,172,000 82.3% 89 2,670,000 133,500 336,750 2,199,750 82.4% 90 2,700,000 135,000 337,500 2,227,500 82.5% 91 2,730,000 136,500 338,250 2,255,250 82.6% 92 2,760,000 138,000 339,000 2,283,000 82.7% 93 2,790,000 139,500 339,750 2,310,750 82.8% 94 2,820,000 141,000 340,500 2,338,500 82.9% 95 2,850,000 142,500 341,250 2,366,250 83.0% 96 2,880,000 144,000 342,000 2,394,000 83.1% 97 2,910,000 145,500 342,750 2,421,750 83.2% 98 2,940,000 147,000 343,500 2,449,500 83.3% 99 2,970,000 148,500 344,250 2,477,250 83.4% 100 3,000,000 150,000 345,000 2,505,000 83.5% 101 3,030,000 151,500 345,750 2,532,750 83.6% 102 3,060,000 153,000 346,500 2,560,500 83.7% 103 3,090,000 154,500 347,250 2,588,250 83.8% 104 3,120,000 156,000 348,000 2,616,000 83.8% 105 3,150,000 157,500 348,750 2,643,750 83.9% 106 3,180,000 159,000 349,500 2,671,500 84.0% 107 3,210,000 160,500 350,250 2,699,250 84.1% 108 3,240,000 162,000 351,000 2,727,000 84.2% 109 3,270,000 163,500 351,750 2,754,750 84.2% 110 3,300,000 165,000 352,500 2,782,500 84.3% 111 3,330,000 166,500 353,250 2,810,250 84.4% 112 3,360,000 168,000 354,000 2,838,000 84.5% 113 3,390,000 169,500 354,750 2,865,750 84.5% 114 3,420,000 171,000 355,500 2,893,500 84.6% 115 3,450,000 172,500 356,250 2,921,250 84.7% 116 3,480,000 174,000 357,000 2,949,000 84.7% 117 3,510,000 175,500 357,750 2,976,750 84.8% 118 3,540,000 177,000 358,500 3,004,500 84.9% 119 3,570,000 178,500 359,250 3,032,250 84.9% 120 3,600,000 180,000 360,000 3,060,000 85.0% - -

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배상비율 내용연수 (%) 95 80 70 60 50 45 40 35 30 20 10 1 0~14 15~44 45~89 90~134 135~179 180~224 225~269 270~314 315~365 366~547 548~ 2 0~28 29~88 89~178 179~268 269~358 259~448 449~538 539~628 629~730 731~1,095 1,096~ 품 3 0~43 44~133 134~268 269~403 404~538 539~673 674~808 809~943 944~1,095 1,096~ 1,642 1,643~ 사 4 0~57 58~177 178~357 358~537 538~717 718~897 898~1,077 1,078~ 1,258~ 1,461~ 용 1,257 1,460 2,190 2,191~ 일 5 0~72 73~222 223~447 448~672 673~897 898~1,122 1,123~ 1,348~ 1,573~ 1,826~ 1,347 1,572 1,825 2,737 2,738~ 수 6 0~86 87~266 267~536 537~806 807~ 1,077~ 1,347~ 1,617~ 1,887~ 2,191~ 1,076 1,346 1,616 1,886 2,190 3,285 3,286~ 물품사용일수 ( 물품구입일로부터사용여부에상관없이세탁의뢰일까지계산한일수 ) 물 - -

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1) - 3-10% - 2-50% - 1-80% - - 100% 2) - 3-90% - 10%, 10%. -. - 2-50% - 1-20% - - - -

1) - - 10% - - 10% 2) - - 10% - - 10% - - 10%, 10%. - -

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1) 사업자의책임있는사유로인한계약해제 해지 1 약관에서정하고있는최저속도보장기준미달로인한해제 해지사유발생시 2 각각의서비스항목에서규정한장애시간또는장애횟수초과로해제 해지사유발생시 3 1,2 의경우에소비자가잔여기간동안나머지서비스를계속적으로유지하기를원하는경우 2) 소비자가일부서비스불가능지역으로이사하는경우 - -

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별표 Ⅲ 품목별품질보증기간및부품보유기간 - -

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별표 Ⅳ 품목별내용연수표 - -