General Incorporated Association Ayumi Establishes Basic Policy Against Customer Harassment

Starting with persistent prank calls, nuisance calls, and harassment directed at our organization, Ayumi's media business has reached an unacceptable situation, including excessive slander through direct messages on social media.

While we are committed to promoting accessibility for businesses and society, we also believe it is important to protect Ayumi's employees. Therefore, we have decided and announced the following basic policy.

Basic Policy on Customer Harassment

1. Basic Philosophy
Our company aims to provide optimal services to our customers while also prioritizing the creation of a workplace environment where employees can work with peace of mind. We take customer feedback and complaints seriously and use them to improve our services. However, we will respond firmly to unreasonable demands or behavior, verbal abuse, and harassment that exceed socially acceptable norms.

2. Definition of Customer Harassment
In this policy, customer harassment refers to customer behavior where the means or manner of achieving a demand is unreasonable by social standards, harming the work environment of employees. This includes, but is not limited to, the following actions:

・ Violence, physical attacks: Hitting, kicking, throwing objects, etc.
・ Threats, intimidation, extortion: Behavior suggesting harm to life, body, property, demands for money or unfair services, etc.
・ Verbal abuse, personal attacks: Loud reprimands, insults, discriminatory remarks, persistent derogatory comments, etc.
・ Sexual harassment: Sexual behavior, harassment, obscene acts, etc.
・ Intimidating behavior: Prolonged loitering, persistent calls or emails, slander on social media, etc.
・ Unreasonable demands: Excessive demands for money or services, forced apologies, demands for disciplinary action or dismissal of specific employees, etc.
・ Invasion of privacy: Persistently extracting personal information of employees, stalking, etc.
・ Obstruction of business: Unjustified interference with business operations, damage to facilities, etc.

3. Basic Response Policy

1. Principle of Customer Response: We will always respond sincerely and courteously to customer opinions and requests, striving to resolve issues.
2. Initial Response: If a case of suspected customer harassment arises, the responsible person should not handle it alone but promptly report it to a superior and respond with multiple employees.
3. Importance of Record Keeping: We will document the specific details, date, location, behavior, and names of employees involved in harassment incidents. If possible, we will consider recording, filming, and securing witnesses.
4. Firm Response: We will clearly refuse demands or behavior that exceed socially acceptable norms. Depending on the situation, we may cease service provision, request departure, or take legal action.
5. Collaboration with External Agencies: For malicious cases, we will collaborate with and seek advice from specialized agencies such as the police and lawyers.
   
   
   

4. Employee Awareness and Education
・ This policy will be thoroughly communicated to all employees.
・ We will conduct training on customer harassment to equip employees with appropriate knowledge and response skills.
・ We will clearly establish a contact point where employees can report and consult on harassment cases with confidence, ensuring privacy is respected.


5. Legal Measures
If we determine that customer harassment against employees constitutes a criminal act under the Penal Code (such as assault, threats, coercion, defamation, obstruction of business) or a tort under the Civil Code (such as claims for damages), we will not hesitate to take legal action.


6. Revisions
This policy will be reviewed and revised as necessary in response to changes in social conditions and our company's situation.

Established on September 4, Reiwa 7