Definition of Customer Harassment

Based on the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labor and Welfare, we define customer harassment as "verbal behavior or requests from customers that lack appropriateness, or that, even if appropriate, are made using methods or manner that are socially inappropriate and harm the working environment of our employees."

An example of customer harassment

*The following are examples and are not limited to these.
-Unreasonable requests: requests for refunds that go against the refund policy, requests for free additional services, etc.
- Long hours of detention: Repeated complaints, repeated phone calls and emails, staying put.
・Abusive language and insults: Behavior that denies a person's dignity, discriminatory remarks.
Physical violence: direct aggression, physical threats, unwanted physical contact.
-Violation of privacy: Stalking acts such as following and identifying addresses, and posting employees' personal information on the Internet.
- Any other illegal or unlawful acts, or words, actions, or behavior that are deemed to be highly malicious from the perspective of protecting our employees, etc.

Customer Harassment Response Policy

We will endeavor to build better relationships with our customers by calmly discussing their opinions and requests in order to reach a rational solution.
If we determine that a customer's words, actions, or requests constitute customer harassment, as a general rule we will refuse to serve you again.
If necessary, we will take appropriate measures, including reporting to the police and/or working with external experts such as lawyers, to take legal action.

We will continue to work together to meet our customers' expectations. Thank you for your understanding and cooperation.