Starting with persistent prank calls, nuisance calls, and harassment related to the media business of the General Incorporated Association Ayumi, the situation has become intolerable, including excessive slander via direct messages on social media.
While we are promoting barrier-free initiatives for businesses and society, we also believe it is important to protect Ayumi's employees. Therefore, we have decided to establish and announce 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 sincerely take customer feedback and complaints into account 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 actions from customers where the means or manner of realizing their demands are unreasonable by social standards and harm the working environment of employees. This includes, but is not limited to, the following actions:
・ Violence, physical attacks: Hitting, kicking, throwing objects, etc.
・ Threats, intimidation, extortion: Actions or words suggesting harm to life, body, property, demands for money or unreasonable services, etc.
・ Verbal abuse, personal attacks: Loud scolding, insults, discriminatory remarks, persistent derogatory comments, etc.
・ Sexual harassment: Sexual remarks, 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
- Principle of Customer Response: We will always respond sincerely and courteously to customer opinions and requests, striving to resolve issues.
- Initial Response: If a case of suspected customer harassment arises, the person in charge should not handle it alone but promptly report it to a superior and address it with multiple employees.
- 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.
- Firm Response: We will clearly refuse demands or behavior that exceed socially acceptable norms. Depending on the situation, we may suspend service, request departure, or take legal action.
- Collaboration with External Organizations: For malicious cases, we will collaborate with and seek advice or cooperation from specialized organizations such as the police and lawyers.
4. Employee Awareness and Training
・ 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 point of contact where employees can report or consult about harassment cases with peace of mind, 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, business obstruction) 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, 2025
