Customer Harassment Response Policy

We sincerely value every customer’s voice and strive to reflect their feedback in improving and developing our products and services. Our goal is to build trust and satisfaction through these efforts.

At the same time, we also believe it is essential to maintain a fair and safe working environment for our employees. Therefore, we have established a Customer Harassment Response Policy, defining behaviors that constitute customer harassment. If we determine that a customer’s actions fall under these definitions, we may refuse further service. In severe cases, we will take appropriate measures in consultation with law enforcement or legal professionals.

If an employee experiences customer harassment, they are encouraged to report or consult with their supervisor without hesitation. As an organization, we are committed to addressing and preventing such incidents.

Definition of Customer Harassment

Customer harassment is defined in accordance with the guidelines provided in the “Corporate Manual for Customer Harassment Prevention” issued by the Ministry of Health, Labour and Welfare of Japan. It refers to:
“Customer complaints or behaviors that lack reasonable grounds in terms of the request itself or the means and manner used to pursue the request, which, as a result, negatively impact the work environment of employees.”

Examples of Customer Harassment

  • ・Physical or verbal aggression, intimidating behavior
    (Assault, threats, shouting, slander, excessive verbal abuse, forced apologies, etc.)
  • ・Coercive actions (Excessively long phone calls, loitering, confinement, etc.)
  • ・Persistent or repetitive unreasonable demands
  • ・Sexual or discriminatory remarks
  • ・Excessive criticism of speech or language (Nitpicking, deliberate misinterpretation, relentless blame, etc.)
  • ・Personal attacks or unreasonable demands directed at individual employees
  • ・Defamation, false accusations, or the spread of personal information on social media or the internet
  • ・Unreasonable demands (Requests unrelated to our business or without justifiable cause)
  • ・Excessive compensation requests (Unjustified product exchanges, monetary compensation, forced visits, special treatment, etc.)
  • ・Unrealistic or impossible demands
  • ・Any behavior that disrupts our business operations as determined by our company
  • *The above examples are illustrative and not exhaustive.