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불공정거래 분쟁조정 최근 3년간 급증

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- 접수 건수 2024년 대비 17%, 2022년 대비 66% 증가 -

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- 온라인플랫폼, 가맹사업거래 등 소상공인 관련 분쟁 크게 증가 -

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한국공정거래조정원(원장 최영근, 이하 ‘조정원’)은 2025년 분쟁조정 현황을 발표하였다. 

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<분쟁조정 접수 현황>

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조정원에 접수된 분쟁조정 건수는 최근 3년간 큰 폭으로 증가하여 2025년에는 4,726건으로, 직전연도(4,041건) 대비 17%, 2년 전(3,481건) 대비 36%, 3년 전(2,846건) 대비 66% 증가하여 역대 최다 건수를 기록하였다.

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분야별 접수 현황을 살펴보면, 공정거래 분야가 2,424건으로 가장 많았고, 하도급거래 분야가 1,040건, 가맹사업거래 분야가 691건, 약관 분야 451건 등의 순이었다. 

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이중 공정거래, 가맹사업거래 분야의 2025년 접수 건수가 직전연도 대비 크게 증가한 것으로 나타났다.

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먼저 공정거래 분야 접수 건수는 2,424건으로 직전연도(1,795건) 대비 35% 증가하였다. 세부 분야별로는 온라인플랫폼 관련 분쟁이 직전연도 대비 32% 늘어나며 증가 추세*가 지속되는 양상을 보였다. 행위 유형별로는 거래상 지위 남용 관련 분쟁이 직전연도 대비 433건 증가하여 공정거래 분야 전체 상승세를 주도하였는데, 이는 공정거래 분야 증가분의 약 69%에 달한다.

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* 온라인플랫폼 분야 분쟁조정 접수 건수: (’22)111건 → (’23)229건 → (’24)333건 → (’25)440건

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가맹사업거래 분야 또한 직전연도(584건) 대비 18% 증가한 691건이 접수되었는데, 편의점 가맹점주와 가맹본부의 분쟁이 가장 많았다. 주요 분쟁 유형을 보면 과도한 위약금 청구 등 부당한 손해배상의무 부담 관련 분쟁이 가장 높은 비중(23.3%)으로 접수되었으며, 부당한 계약종료·해지 관련 분쟁도 직전연도 대비 85% 이상 늘어난(40건→74건) 것으로 나타났다.

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하도급거래 분야의 경우 직전연도(1,105건) 대비 접수 건수가 6% 감소하였다. 세부 분야별로 살펴보면 제조 분야는 직전연도와 유사한 수준을 유지했으나(445건→447건), 건설 분야가 직전연도(660건) 대비 10.2% 감소한 593건으로 집계되었다. 이는 주택건설 등에서 준공, 착공 물량이 줄어들어 관련 분쟁 또한 감소하였기 때문으로 추정된다.

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약관 분야 접수 건수는 451건으로 직전연도(457건)와 유사한 수준을 기록하였다. 특히 렌탈계약 중도해지에 따른 위약금 분쟁이 가장 많았다. 주요 분쟁 유형으로는  과도한 손해배상액의 예정 관련 사건이 가장 많이 접수되어 약관 분야 사건 전체의 39%(178건)를 차지하였으며, 사업자의 부당한 계약해제·해지권 제한 관련 분쟁이 30%(135건)로 그 뒤를 이었다.

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<분쟁조정 처리 현황>

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2025년 전체 처리건수는 4,407건으로, 직전연도(3,840건) 대비 15% 증가하여 역대 최다 건수를 기록하였다. 그 중 조정이 성립된 사건은 1,709건으로 직전연도(1,450건) 대비 18% 증가하였고, 조정금액을 포함한 직·간접적 피해구제액*은 122,084백만 원으로 집계된다.

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* 피해구제액: 성립사건의 조정금액(직접 피해구제액) 절약된 소송비용(간접 피해구제액으로 인지대, 송달료, 변호사 수임료 등 포함)

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<찾아가는 분쟁조정>

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조정원은 시간 및 거리 제약으로 인해 조정원 방문이 어려운 소상공인·중소사업자를 직접 방문하여 상담과 합의지원 등을 수행하는 ‘찾아가는 분쟁조정 서비스’를 제공함으로써 국민들이 만족하는 적극행정을 실천하였다.

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2025년에는 직전연도 대비 63% 증가한 217건을 수행*함으로써 보다 많은 사업자들에게 편의를 제공하였으며, 이를 통해 금전적 피해구제 외에 심리적 만족감까지 제공하는 성과를 이루었다.

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* 찾아가는 분쟁조정 서비스 횟수: (’22)87회 → (’23)107회 → (’24)133회 → (’25)217회

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\r\n

<향후 계획>

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2026년에는 고물가·고환율 지속에 따른 경기 둔화로 중소사업자의 어려움이 커짐에 따라 분쟁 또한 계속 증가할 것으로 예상되는 바, 조정원은 분쟁조정 인력 증원, 전문성 제고, 찾아가는 분쟁조정서비스 확대 등을 통해 분쟁조정의 실효성을 제고하고, 불공정거래 피해구제를 더욱 확대할 예정이다.

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또한 국민들에게 분쟁조정 모범사례를 주기적으로 배포하는 등 분쟁조정제도를 널리 알려 공정거래문화 확산에 기여할 것이다.

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아울러, 현재 국회에 발의되어 있는 공정거래분쟁조정법이 통과될 수 있도록 필요한 지원을 다할 것이며, 법안 통과시 현재는 6개 법률에 산재되어 운영되고 있는 공정거래 분쟁조정 제도의 통일적 운영과 개선이 기대된다.

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