JapaneseUnder our business vision, “TSUNAGU by the power of technology for an exciting tomorrow,” we (hereinafter “the Company”) aim to create new value together with our partner companies and end users through our diverse businesses and thereby contribute to the development of society.
We believe it is essential to sincerely accept the opinions and requests that we receive from customers each day and reflect each of those opinions and requests in better products, services, and business responses. At the same time, customers sometimes direct abusive language or excessive demands toward our employees and others.
The Company believes that building sound relationships with valued customers is indispensable to the continued provision of better products and services while at the same time protecting employees and others from such conduct and creating a workplace environment in which they can work with peace of mind are equally important. Accordingly, we hereby establish Our Position on Customer Harassment.
In light of the Corporate Manual on Measures against Customer Harassment issued by the Ministry of Health, Labour and Welfare and other references, we define the following conduct by customers toward our employees and others as customer harassment.
“In light of the reasonableness of the substance of any demand, complaints or conduct from customers and others in which the means or manner used to realize that demand are inappropriate under generally accepted social norms, and such means or manner harm the working environment of employees and others.”
Principal examples of customer harassment include, but are not limited to, the following:
| Violence and abusive language | Intimidating, threatening, or menacing conduct Insulting or discriminatory words and actions that diminish or infringe upon a person’s dignity Acts of violence |
| Excessive or unreasonable demands | Demands for services that are excessive under generally accepted social norms Demands for refunds or compensation beyond the scope of the terms and conditions Excessive repetition of the same requests or inquiries Demands for apologies without reasonable grounds, or demands that Company employees be punished Visits to Company offices without permission or an appointment Demands for in-person responses without reasonable grounds |
| Other harassing conduct | Acts that infringe upon a person’s privacy Sexual harassment, or stalking behavior or related remarks Slander and defamation on social media or the Internet |
If the Company determines that conduct constitutes customer harassment, we may discontinue or decline to provide a further response to the customer and shall give priority to the safety of our employees and others and protect their working environment. In addition, for serious or malicious cases, we will coordinate with the relevant departments and respond appropriately, including consulting the police, legal counsel, and other parties.
Promoting initiatives aimed at preventing and reducing customer harassment
Providing education and awareness-raising of customer harassment including how to respond to it
Establishing consultation and reporting structures for incidents of customer harassment, as well as frameworks for coordination with the relevant internal departments
Providing care for employees and others who have experienced customer harassment and giving due consideration to the working conditions
