In Japan, employers are required to take necessary employment-management measures to prevent customer harassment under the Act on Comprehensive Promotion of Labor Measures, Stabilization of Employment of Employees, and Enrichment of Their Working Lives (Act No. 132 of 1966) (the “Act”). In compliance with the Act, Fujiya Co., Ltd. has established this Customer Harassment Policy.
1. Introduction
Fujiya Co., Ltd. values the opinions and requests we receive from our customers and strives to provide better services and products.
At the same time, demands or conduct that exceed what is socially acceptable may harm the dignity and working environment of our employees and may interfere with the services we provide to other customers. To protect an environment in which all customers can use our services with peace of mind and our employees can work safely, we have established this Customer Harassment Policy.
We will respond firmly to customer harassment and protect our employees.
2. Definition of Customer Harassment
In this Policy, “customers” means persons who use, or are considering using, services or products provided by us.
Customer harassment means conduct by a customer in the workplace that, in light of the nature of the work performed by our employees and other circumstances, exceeds what is socially acceptable and harms the working environment of our employees.
Not all opinions, comments, or requests from customers constitute customer harassment. We will sincerely address feedback that may help improve our services or products after confirming the relevant facts.
3. Examples of Conduct That May Constitute Customer Harassment
The following are examples only and are not exhaustive. In each case, we will consider the validity of the request, the means and manner used to make it, its frequency and persistence, the circumstances, and other relevant factors.
(1) Requests lacking validity
- Demanding excessive or otherwise unreasonable discounts, refunds, compensation, product exchanges, or other special arrangements in light of the services or products we provide.
- Making requests unrelated to the services or products we provide.
- Repeatedly demanding special treatment—including use, application, or changes beyond the applicable terms of use—for coupons, gift certificates, other benefits or discounts, or payment methods.
(2) Means or manner of making a request that are socially unacceptable
- Physical attacks, including assault, injury, throwing objects, or other dangerous conduct.
- Psychological attacks, including threats, slander, defamation, insults, abusive language, or conduct that denies a person’s character.
- Intimidating conduct, threats made by shouting, demands for kneeling in apology, or demands for other excessive apologies.
- Persistent or repeated conduct, including repeated requests or inquiries on the same matter.
- Unreasonably restraining an employee for a long time, refusing to leave, remaining on the premises, or other restrictive conduct.
- Discriminatory or sexual conduct, stalking, or other forms of harassment.
- Attacks directed at individual employees, demands for disclosure of personal contact details or other private information, or demands for personal responses.
- Unauthorized photography or recording that invades an employee’s privacy, or slander or dissemination of false information on social media or other channels.
- Conduct that interferes with the use of our facilities by other customers or with our business operations.
4. Our Response to Customer Harassment
We will not require an employee to handle alone conduct that may constitute customer harassment. We will confirm the facts and respond as an organization.
Depending on the nature and circumstances of the conduct, we may change the method or point of contact for communications, end telephone or in-person communications, or decline to provide products or services or to permit use of our facilities. Where the safety of our employees or other customers is at risk, or where conduct is deemed malicious, we will take necessary action in cooperation with the police, attorneys, or other external professionals.
5. Our Initiatives
To protect our employees from customer harassment and to enable customers to use our services and products with peace of mind, we will take the following measures:
- Communicate this Policy and response procedures internally.
- Provide education and training on customer harassment and appropriate response methods.
- Establish systems for receiving consultations and reports.
- Confirm and record the facts of incidents, share information as appropriate, and work to prevent recurrence.
- Ensure the safety of affected employees and give consideration to their physical and mental well-being.
- Protect the privacy of persons who seek consultation or report concerns and prevent disadvantageous treatment based on consultation or reporting.
- Maintain systems that allow cooperation with the police, attorneys, and other external professionals.
6. A Request to Our Customers
We will continue to value the opinions and requests of our customers and strive to provide better services and products. To maintain an environment in which all customers and employees can respect one another and feel safe, we ask for your understanding and cooperation with this Policy.
Fujiya Co., Ltd.