Basic Policy on Customer Harassment
- Introduction
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In line with our corporate philosophy, we are committed to responding sincerely to all stakeholders, earning their trust and meeting their expectations, and providing services of ever-higher standards.
There have been instances, however, in which a small number of individuals have engaged in transgressions that undermine the dignity of our employees, including speech or conduct that attacks an employee's character, acts of violence, and sexual harassment, or made demands or demonstrated behavior that goes beyond socially acceptable boundries.
We have established this basic policy to respect the human rights of our employees and create a safe working environment. While we will continue to respond to all customers in good faith, we will also take a firm stance against any demands or behavior that falls under the definitions set forth below.
- Definition of Customer Harassment
- Based on the definition provided in the Ministry of Health, Labour and Welfare's "Corporate Manual for Measures Against Customer Harassment," we define customer harassment as "any demands or behavior by customers, including business partners, in which the substance of the demand lacks reasonable grounds, or where the means or methods used to pursue such demands are considered socially inappropriate, and in which these means or methods harm the working environment of our employees or other members."
- Relevant Behavior
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The following are examples, and do not constitute a comprehensive list.
- When there are no flaws or negligence in the services provided
- When the nature of the demand is not related to the content of the services provided
- Physical attack (assault, battery)
- Psychological attack (intimidation, slander, defamation, insults, verbal abuse, demands for an employee to prostrate themselves)
- Continuous, repeated, or relentless speech and behavior
- Restrictive behavior (refusing to leave, lingering, confinement)
- Sexual language or behavior, constant following, etc.
- Demands for inequitable product exchanges or monetary compensation
- Defamation on social media and the Internet
- Our Response
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We will take a firm stance against such conduct, prioritizing the safety and well-being of our employees while striving to provide appropriate services to our customers and other related parties.
In cases where the behavior is deemed malicious or unlawful, we will consult with relevant authorities, including the police and lawyers, and take action as appropriate.
- Our Initiatives
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- We will implement measures to ensure our employees have acquired the knowledge and solutions necessary to appropriately handle customer harassment.
- We will establish a dedicated consultation desk for customer harassment and develop a response framework for dealing with incidents when they occur.
- We will strive to prioritize the care of employees who experience customer harassment.
- We will cooperate with external experts to ensure the implementation of appropriate responses.
- Request
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We are committed to responding to each and every customer with sincerity, and providing highly-reliable services that customers can use with a sense of security.
However, if any conduct is determined to fall under the category of customer harassment, based on this policy, we will take a firm stance in our response to protect the safety of our employees and maintain a sound service environment.
We appreciate your understanding and cooperation in regard to this matter.