Basic policy on customer harassment

We believe that creating a workplace where our employees can work with peace of mind leads to providing better products and services to our customers. Based on this belief, we have established this policy.

We kindly ask for your understanding that this policy is not intended to exclude valuable feedback from our customers.

Definition of customer harassment

In accordance with the Customer Harassment Prevention Corporate Manual published by the Ministry of Health, Labour and Welfare, we primarily define customer harassment as complaints or conduct by customers or others in which, considering the reasonableness of the demands, the means or manner used to pursue those demands are socially unacceptable and negatively affect the working environment of employees.

Conduct considered customer harassment

Our policy is based on the Customer Harassment Prevention Corporate Manual published by the Ministry of Health, Labour and Welfare.
Customer harassment includes, but is not limited to, the following conduct:

  • Acts of violence
  • Abusive language, insults or defamation
  • Intimidation or threats
  • Personal attacks against employees or discriminatory remarks
  • Forcing employees to kneel and bow in apology
  • Unreasonably prolonged detention of employees
  • Demanding responses or actions beyond socially acceptable limits
  • Unreasonable or excessive demands lacking a legitimate basis
  • Posting content on social media or other platforms that damages the reputation of the company or its employees, or disclosing personal information
  • Sexual harassment, sexual orientation or gender identity harassment, other forms of harassment, stalking or similar conduct toward employees

Demands that may be considered unjustified depending on their reasonableness

  • Demands for product replacement
  • Demands for monetary compensation
  • Demands for an apology without reasonable grounds

Response to customer harassment

If we determine that an act constitutes customer harassment, we may refuse to provide our services.
Furthermore, if we deem the behavior to be malicious, we will take firm action, including reporting the matter to the police and taking legal measures based on the advice and judgment of legal counsel.

We will continue to make every effort to provide services that satisfy our customers and we deeply appreciate your understanding and cooperation.