Introduction
Kitamura Holdings Group ("the Group") is committed to building positive relationships with our customers and business partners in order to provide high-quality products and services.
As part of this commitment, we have established this Customer Harassment Policy.
With reference to the Ministry of Health, Labour and Welfare's Corporate Manual for Countermeasures Against Customer Harassment and the Tokyo Metropolitan Government's Manual for Businesses on Preventing Customer Harassment, the Group defines customer harassment as follows:
Customer harassment refers to unreasonable demands, abusive conduct, or other inappropriate behavior by customers or third parties toward employees that adversely affects their working environment.
Examples of Customer Harassment
The following are examples of conduct that may constitute customer harassment. These examples are illustrative and are not intended to be exhaustive.
Physical Abuse
- Violence
- Physical assault or injury
Verbal and Psychological Abuse
- Defamation, slander, or conduct that harms an individual's reputation, including through social media
- Insulting or degrading remarks directed at an individual
- Remarks that deny or demean an individual's dignity or character
- Discriminatory remarks related to gender, age, position, or other personal attributes
Intimidating Conduct
- Threatening, coercive, or intimidating behavior, including shouting or abusive language
- Unreasonable criticism, persistent accusations, nitpicking, or diverting discussions from the original issue
- Threats to disclose information through social media, news media, business partners, or other third parties
Repetitive or Persistent Conduct
- Repeated telephone calls, emails, or other communications
- Repeatedly asking the same questions and criticizing employees when any mistake occurs
- Refusing to accept explanations and repeatedly making one-sided demands or assertions
Unreasonable Restraint or Detention
- Unreasonably prolonged demands on an employee's time, including lengthy telephone calls
- Requiring responses outside normal business hours without legitimate reason
- Requesting meetings or visits at unreasonable locations
- Refusing to leave premises or remaining on-site after being requested to leave
Excessive or Unreasonable Demands
- Abusive language or demands made by taking advantage of a perceived superior position, including demands for special treatment
- Demanding apologies without reasonable grounds
- Demanding disciplinary action against employees, including dismissal or reassignment
- Demanding product replacement or monetary compensation without reasonable grounds
- Demanding services that are not offered by the Group
- Demanding services without providing necessary identifying information
- Demanding responses or resolutions within unreasonable timeframes
- Demanding handwritten statements of apology, incident reports, or letters of apology
Other Harassing Conduct
- Sexual remarks or behavior
- Stalking, following, or otherwise targeting specific employees
- Invasion of privacy, including requests for employees' full names or other personal information
- Any other conduct that the Group reasonably determines constitutes harassment
Our Response to Customer Harassment
Internal Measures
- Provide employees with education and training regarding customer harassment and appropriate response methods
- Establish internal procedures and response systems for handling harassment incidents
- Prioritize the safety, well-being, and emotional support of employees affected by harassment
- Work with external experts and advisers, where appropriate, to ensure an effective and appropriate response
External Measures
- Not tolerate customer harassment and will seek constructive, reasonable, and respectful dialogue to maintain positive relationships
- Record telephone calls or conversations when necessary to accurately understand and address harassment-related matters. Such recordings will be used solely for the purpose of investigating and resolving the relevant matter.
- In cases involving serious or malicious harassment, consult with legal counsel, law enforcement authorities, or other appropriate organizations and take necessary action. This may include terminating contracts or declining future business relationships without prior notice.
The Group remains committed to providing high-quality products and services through the development of positive relationships with our customers, business partners, and other stakeholders.
We sincerely appreciate your understanding and cooperation.