{"id":18600,"date":"2026-09-30T16:32:31","date_gmt":"2026-09-30T07:32:31","guid":{"rendered":"https:\/\/cas.softbank.jp\/?page_id=18600"},"modified":"2026-09-30T16:32:31","modified_gmt":"2026-09-30T07:32:31","slug":"customerharassment","status":"publish","type":"page","link":"https:\/\/cas.softbank.jp\/en\/customerharassment\/","title":{"rendered":"Our Position on Customer Harassment"},"content":{"rendered":"<style type=\"text\/css\">\n@media screen and (max-width: 767px) {\n.main .contentsInner .sectionTitle3 {font-size: calc(var(--s)* 40);}\n}\n<\/style>\n<div class=\"mainLead\">Our Position on Customer Harassment<\/div>\n<div class=\"main\">\n<div class=\"contentsInner\" style=\"max-width:1000px;\">\n<div class=\"sectionTitle3\">Our Position<\/div>\n<p class=\"mgnB30\">Under our business vision, &#8220;TSUNAGU by the power of technology for an exciting tomorrow,&#8221; we (hereinafter &#8220;the Company&#8221;) 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.<br \/>\nWe 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.<br \/>\nThe 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 <span style=\"font-style: italic;\">Our Position on Customer Harassment.<\/span><\/p>\n<div class=\"sectionTitle3\">Conduct Subject to This Policy<\/div>\n<p class=\"mgnB30\">In light of the <a href=\"https:\/\/www.mhlw.go.jp\/content\/11900000\/000915233.pdf\" target=\"_blank\" style=\"font-style: italic;\">Corporate Manual on Measures against Customer Harassment<\/a> 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.<br \/>\n&#8220;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.&#8221;<br \/>\nPrincipal examples of customer harassment include, but are not limited to, the following:<\/p>\n<table class=\"details mgnB20\" border=\"0\" cellspacing=\"0\">\n<colgroup>\n<col width=\"50%\" \/>\n<col width=\"50%\" \/> <\/colgroup>\n<tbody>\n<tr>\n<td style=\"padding: calc(var(--s) * 10); border: 1px solid #b9bcbd; text-align: left; vertical-align: top;\">Violence and abusive language<\/td>\n<td style=\"padding: calc(var(--s) * 10); border-right: 1px solid #b9bcbd; border-bottom: 1px solid #b9bcbd; border-top: 1px solid #b9bcbd; text-align: left; vertical-align: top;\">Intimidating, threatening, or menacing conduct<br \/>\nInsulting or discriminatory words and actions that diminish or infringe upon a person&#8217;s dignity<br \/>\nActs of violence\n<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: calc(var(--s) * 10); border-left: 1px solid #b9bcbd; border-right: 1px solid #b9bcbd; border-bottom: 1px solid #b9bcbd; text-align: left; vertical-align: top;\">Excessive or unreasonable demands<\/td>\n<td style=\"padding: calc(var(--s) * 10); border-right: 1px solid #b9bcbd; border-bottom: 1px solid #b9bcbd; text-align: left; vertical-align: top;\">Demands for services that are excessive under generally accepted social norms<br \/>\nDemands for refunds or compensation beyond the scope of the terms and conditions<br \/>\nExcessive repetition of the same requests or inquiries<br \/>\nDemands for apologies without reasonable grounds, or demands that Company employees be punished<br \/>\nVisits to Company offices without permission or an appointment<br \/>\nDemands for in-person responses without reasonable grounds<\/td>\n<\/tr>\n<tr>\n<td style=\"padding: calc(var(--s) * 10); border-left: 1px solid #b9bcbd; border-right: 1px solid #b9bcbd; border-bottom: 1px solid #b9bcbd; text-align: left; vertical-align: top;\">Other harassing conduct<\/td>\n<td style=\"padding: calc(var(--s) * 10); border-right: 1px solid #b9bcbd; border-bottom: 1px solid #b9bcbd; text-align: left; vertical-align: top;\">Acts that infringe upon a person\u2019s privacy<br \/>\nSexual harassment, or stalking behavior or related remarks<br \/>\nSlander and defamation on social media or the Internet\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"sectionTitle3\">Response to Customer Harassment<\/div>\n<p class=\"mgnB30\">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.<\/p>\n<div class=\"sectionTitle3\">Principal Initiatives against Customer Harassment<\/div>\n<p class=\"mgnB30\">Promoting initiatives aimed at preventing and reducing customer harassment<br \/>\nProviding education and awareness-raising of customer harassment including how to respond to it<br \/>\nEstablishing consultation and reporting structures for incidents of customer harassment, as well as frameworks for coordination with the relevant internal departments<br \/>\nProviding care for employees and others who have experienced customer harassment and giving due consideration to the working conditions\n<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Our Position on Customer Harassment Our Position Under our business vision, &#8220;TSUNAGU by the power of tec [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_locale":"en_US","_original_post":"https:\/\/cas.softbank.jp\/?page_id=18598","footnotes":""},"class_list":["post-18600","page","type-page","status-publish","hentry","en-US"],"acf":[],"_links":{"self":[{"href":"https:\/\/cas.softbank.jp\/wp-json\/wp\/v2\/pages\/18600","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cas.softbank.jp\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/cas.softbank.jp\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/cas.softbank.jp\/wp-json\/wp\/v2\/users\/49"}],"replies":[{"embeddable":true,"href":"https:\/\/cas.softbank.jp\/wp-json\/wp\/v2\/comments?post=18600"}],"version-history":[{"count":1,"href":"https:\/\/cas.softbank.jp\/wp-json\/wp\/v2\/pages\/18600\/revisions"}],"predecessor-version":[{"id":18601,"href":"https:\/\/cas.softbank.jp\/wp-json\/wp\/v2\/pages\/18600\/revisions\/18601"}],"wp:attachment":[{"href":"https:\/\/cas.softbank.jp\/wp-json\/wp\/v2\/media?parent=18600"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}