GRAC’s 2026 Organizational Overhaul: Stronger User Protection and Post-Management

In February 2026, the Game Rating and Administration Committee (GRAC) announced an organizational restructuring designed to strengthen game-user protection and post-management enforcement in South Korea.

The changes reflect a broader regulatory direction: GRAC is expanding its focus beyond game classification to include probability-based item complaints, user redress, post-launch monitoring, and oversight of overseas game operators.

For global developers and publishers operating in Korea, this means that accurate probability disclosures, efficient complaint handling, and clear communication with a Korean domestic agent are becoming increasingly important.

Key Changes in GRAC’s 2026 Organizational Restructuring

1. Establishment of a Dedicated User Protection Division

GRAC established a new User Protection Division to provide centralized support for users affected by probability-based items, commonly known as loot boxes.

The division consists of three specialized teams:

• Damage Counseling Team: Receives and reviews user complaints concerning probability-based items.
• Damage Investigation Team: Investigates reported cases and supports the user-redress process.
• Damage Support Team: Provides follow-up assistance and handles related policy research, prevention, and educational activities.

This structure creates a more coordinated process covering complaint intake, investigation, redress support, and follow-up measures.

GRAC also opened a dedicated Probability-Based Item Damage Relief Center, further strengthening its ability to address disputes involving inaccurate or misleading probability disclosures.

2. Stronger Post-Management and Online Enforcement

GRAC also reorganized its post-management functions.

The former Investigation Management Team was expanded into a Field Response Team and an Investigation Support Team. These teams are intended to improve responses to illegal game operations, unauthorized private servers, illegal gambling-style PC rooms, and other post-launch compliance issues.

In addition, responsibility for the designation and management of Korean domestic agents was assigned to GRAC’s Online Response Team.

This is particularly relevant to overseas game companies subject to Korea’s domestic agent requirements. Designating an agent should not be treated as a one-time administrative formality. Companies must maintain a reliable communication channel capable of receiving regulatory notices, coordinating internal reviews, and responding within the deadlines set by Korean authorities.

What the Changes Mean for Global Game Operators

1. User Complaints May Lead to More Structured Reviews

With dedicated counseling, investigation, and support teams in place, complaints involving probability-based items can now be handled through a more specialized process.

Global operators should ensure that customer-service reports involving probability discrepancies, incorrect descriptions, or unexpected item results are promptly escalated to their legal and compliance teams.

2. Probability Disclosures Must Remain Consistent

The probability information displayed in the game, on the official website, and in supporting operational records should accurately reflect the probabilities applied in the live service.

Common compliance risks include:

• Differences between the probabilities applied by the server and those displayed to users
• Missing probabilities for individual obtainable items
• Incorrect decimal values or rounding
• Outdated disclosures following a game update
• Probability changes caused by wishlists, pity systems, or conditional mechanics that are not adequately explained
• Broken or difficult-to-access probability-information links

Even a seemingly minor discrepancy can result in user complaints and a formal request for clarification or corrective action.

3. Internal Evidence Should Be Prepared in Advance

Game companies should maintain organized records showing how probability information is calculated, reviewed, updated, and displayed.

A practical evidence package may include:

• Current probability tables
• Screenshots showing the in-game disclosure location
• Full navigation paths to probability information
• Explanations of conditional or variable probability mechanics
• Update dates and applicable game versions
• Internal verification and approval records
• Before-and-after evidence for corrective updates

Preparing these materials in advance can significantly reduce response time when a regulatory inquiry is received.

4. Domestic Agent Communication Must Be Operational

As GRAC’s Online Response Team now handles domestic agent designation and management, overseas operators should review whether their Korean domestic agent can perform the role in practice.

The agent should be able to:

• Receive and interpret official Korean notices
• Identify the responsible internal product team
• Explain GRAC’s request accurately
• Coordinate corrective actions and supporting evidence
• Track regulatory deadlines
• Submit clear Korean-language responses to the authority

For more information on the role of a Korean domestic agent and the applicable designation criteria, please click here.

Preparing for Korea’s Stronger Post-Management Environment

GRAC’s 2026 restructuring does not simply change the names of internal departments. It demonstrates a stronger institutional focus on game-user protection, probability-based item complaints, post-launch monitoring, and the management of overseas operators.

Global game companies should review their probability disclosures, complaint-escalation procedures, evidence-management systems, and domestic agent arrangements before a regulatory issue arises.

TheGameAgent supports global developers and publishers with Korean game-compliance reviews, domestic agent services, regulatory communication, probability disclosure assessments, and corrective-action coordination.

A proactive compliance system is far more effective than attempting to reconstruct evidence after receiving a regulatory notice.

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