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금융소비자보호

비대면금융사고 책임분담기준 제도 안내

「비대면 금융사고 책임분담」
제도란?

비대면 금융사고가 발생하여 소비자에게 금전적 피해가 발생한 경우, 비대면금융사고 책임분담기준에 따라

금융회사의 예방노력 수준과 이용자의 과실정도를 종합적으로 고려하여 합리적인 범위 내에서 손해를 배상해주는 제도입니다.

신청 대상

2025년 1월 1일 이후 비대면 금융사고가 발생한 개인 및 개인사업자 (법인 제외)

  • 비대면 금융사고 : 제 3자가 이용자의 동의없이 이용자의 명의를 이용하여 전자금융거래를 실행시켜 이용자에게 금전적 손해가 발생한 경우
    • 접근매체의 위·변조, 해킹, 개인정보를 알아내어 자금을 송금·이체한 행위(전기통신금융사기)

적용 제외 대상

  • 이용자 본인이 직접 실행한 금융 거래(가족사칭, 협박, 대출사기 등 제3자의 지시에 의한 금융거래 포함)
  • 가족 또는 지인에 의한 거래
  • 이용자가 접근매체를 양도·양수하거나 질권을 설정하는 등「전자금융거래법」 제6조제3항을 위반한 금융거래
  • 법인인 이용자의 기관 내지는 피용자로서 법인을 위한 전자금융거래
  • 재화의 공급을 가장한 상거래로서 이용자 본인의 의지로 신청·계약한 금융거래
    • 물품대금 사기, 물품하자 및 계약 불이행 사기, 중고거래 사기, 인터넷 쇼핑몰 사기 등
  • 용역의 제공을 가장한 거래로서 이용자 본인의 의지로 신청·계약한 금융거래
    • 알선 및 중개행위 수수료 빙자 관련 사기(자동차/부동산/골동품 중개 등), 인터넷 게임아이템 사기, 사이버 경매 사기, 사이버 주식사기, 인터넷 취업사기 등
  • 불법적이거나 비정상적인 재화의 공급 또는 용역의 제공 등과 관련된 금융거래
    • 몸캠피싱, 로맨스 스캠, 조건만남 등
  • 전자금융거래법에 따라 금융상품 및 서비스를 제공하는 전자금융업자(비금융회사)를 통한 금융거래
  • 영업점 창구(직원)을 통한 거래 등 대면 금융거래(단, 스마트출금 등 APP을 통한 ATM 출금거래는 적용)
  • 저축은행의 보이스피싱 의심거래 감지 등에 따라 피해예방 안내를 했음에도 불구하고 피해자가 정상거래를 주장한 경우
  • 본 사고 발생 이전에 사고발생 저축은행에서 「전기통신금융사기 피해방지 및 피해금 환급에 관한 특별법」에 따른 피해구제 신청(환급 포함) 또는「전자금융거래법」에 따른 전자금융거래 사고 배상신청(배상금 수령 포함)을 받은 적이 있는 경우
  • 신용/체크카드 관련 금융거래(물품구입 및 결제) 등
  • 사실관계 확인 결과 전자금융사고로 보기 어려운 경우
  • 소송 등 법적 분쟁이 진행 중이거나 판결이 확정된 경우
  • 이용자와 은행 사이에 민법 제731조 소정의 화해(합의)가 이미 성립된 경우
  • 수사기관 등의 수사를 통해 전자금융사고가 아닌 것으로 판명된 경우
신청 방법

1. 준비서류

구분 비고
[필수] 비대면 금융사고 책임분담 신청서
[필수] 개인(신용)정보 수집·이용·제공 동의서
[필수] 신청인(이용자)의 실명확인증표 신분증 사본
[필수] 사건사실확인원 수사기관 발급
피해구제신청서 전기통신금융사기 피해구제를 신청한 경우
그 밖에 사고조사를 위해 필요하다고 판단하는 서류
(가족관계증명서류, 환급금 입금 내역, 진술서, 결정문 또는 처분서 등)		 별도 요청이 있는 경우

2. 서류제출

  • 각 영업점 및 이메일 제출(consumer@kyobosbi.com)
유의사항
  • 2025년 1월 1일 이전에 발생한 사고는 신청할 수 없습니다.
  • 조사결과 경우에 따라 책임분담(보상)이 발생하지 않을 수 있습니다.
  • 신청부터 조사 결과 확정 시까지 최소3개월 이상 소요될 수 있습니다.
  • 여러 금융회사에서 금융사고가 발생한 경우 모든 금융회사에 각각 신청하여야 합니다.
  • 저축은행은 합리적인 판단을 위하여 자료의 보완을 요구할 수 있으며, 이용자가 이에 성실하게 응하지 않는 경우 종결처리될 수 있습니다.
  • 수사 및 조사과정에서 거짓이나 허위 주장이 확인되면 민·형사상 처벌이나 불이익을 받을 수 있음을 유의하시기 바랍니다.

자세한 사항은 첨부의 안내문을 참고하여 주시기 바랍니다.

고객경험센터 문의전화 : 1566-2210 ( 이용시간 : 평일 09:00 ~ 18:00 )

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