BASIC POLICY ON CUSTOMER HARASSMENT
- Introduction
- Under the corporate motto of “bringing smiles and inspiration to people around the world through exciting experiences,” the Kamori Kanko Group (hereinafter “our Group”) has made it its mission to bring smiles and inspiration to our customers and business partners (hereinafter “customers”) in a safe and secure environment. To this end, we believe it is essential that we ensure a working environment that allows each and every employee to work in a healthy state of body and mind, with a sense of pride and peace of mind. To ensure the above and, in turn, provide customers with greater peace of mind and satisfaction, we have established the Kamori Kanko Group Basic Policy on Customer Harassment. Moving forward, we will revise and update the basic policy as necessary in response to changes in social conditions, applicable laws and regulations, and other areas.
- Basic Policy on Customer Harassment in the Kamori Kanko Group
- Our Group strives to provide safe and pleasant services to each and every one of our customers with good faith and integrity. However, customer requests or behavior that are inappropriate under normal social conventions may threaten the dignity and safety of our employees, which not only hinders the provision of sound services but may also cause inconvenience to other customers. In order to safeguard the dignity of our employees and ensure customer satisfaction, our Group will maintain a firm stance against all such inappropriate requests and behavior.
- Definition of Customer Harassment and Examples of Actions that Constitute the Same
- Based on the Corporate Manual on Customer Harassment Prevention published by the Ministry of Health, Labour and Welfare, we define customer harassment as “customer complaints and behavior where the means and manner employed to pursue a request are inappropriate under normal social conventions in light of the validity of the request, and where the working environment of employees is impaired by the means and manner employed to pursue the request.”
The following are examples of actions that constitute customer harassment. Note that customer harassment is not limited to the actions listed below. Whether a particular action constitutes customer harassment is determined carefully based on comprehensively assessing whether it is considered appropriate under normal social conventions, as well as the specific circumstances.
1. When a request from a customer lacks validity
(1) When no defect or error is identified in the product or service
(2) When the request is unrelated to the service or product
2. When the means or manner employed to pursue a request are inappropriate under normal social conventions
(1) Those likely to be deemed inappropriate regardless of whether the request is valid:- Physical aggression (assault, injury)
- Psychological aggression (threats, slander, defamation, insults, verbal abuse)
- Intimidating, discriminatory, or sexual behavior
- Demanding one to apologize on their knees
- Continued, persistent behavior
- Restrictive behavior (refusal to leave, squatting, confinement, long phone calls)
- Aggression or demands directed at an individual employee
- Surreptitious photography of employees, stalking
(2) Those deemed inappropriate in light of the validity of the request- Requesting for exchange of a product
- Requesting for preferential treatment
- Requesting for monetary compensation (free of charge, refund, discount)
- Requesting for an apology or meeting
3. Other disruptive actions
- Slandering our Group or its employees on social media or the Internet
- Kamori Kanko Group’s Stance and Key Initiatives on Addressing Customer Harassment
- Our Group takes all legitimate feedback, requests, and suggestions from our customers seriously and responds to them in good faith, striving to build better relationships by reaching a reasonable resolution. As a rule, however, if we determine that a customer’s action constitutes customer harassment and deem it unavoidable in light of the specific nature and circumstances of the case, we will suspend the provision of our services to the customer or suspend the customer’s access to our facilities. In addition, depending on the situation, we may be forced to take further measures such as informing the police or pursuing legal action. In such cases, we may provide the customer’s personal information to the relevant authorities. However, the information will be provided in compliance with the Act on the Protection of Personal Information and other applicable laws and regulations, and only to the extent necessary and appropriate.
Our Group’s key initiatives on addressing customer harassment are as follows:
- If an employee is subjected to customer harassment, we ascertain the situation as soon as possible and establish a system to ensure that appropriate measures and responses can be taken to protect the employee.
- We support onsite responses to customer harassment by developing a customer harassment response manual and enhancing employee education.
- We strive to provide both mental and physical care and support to employees who have been subjected to customer harassment.
- To facilitate employees’ speaking out, we have established a consultation desk and reporting system while also considering privacy.
- We are committed to constantly revising and improving our customer harassment prevention measures based on employee feedback.
- Request to Customers
- We value the spirit of hospitality and strive to ensure that our customers can enjoy a safe and comfortable experience. For our Group to continue building positive relationships with our customers and maintaining a safe, secure, and pleasant environment, we believe that it is essential to ensure mutual respect and civility. We sincerely ask for your continued understanding and cooperation so that we can ensure the rights and dignity of all individuals.
Revised: 02/06/2025