CUSTOMER HARASSMENT POLICY
Customer Harassment Policy
“Customer harassment” refers to abusive or unreasonable behavior by customers and others toward employees. The term is widely used in Japan, and this policy sets out how the MORITO Group defines and responds to customer harassment.
The MORITO Group is committed to treating our customers, business partners, logistics providers, contractors, and everyone else involved in our business (“customers and others”) with sincerity and respect, and to building relationships founded on mutual trust.
We value the feedback, requests, and complaints that customers and others share with us in good faith, and we use them to improve our products, services, and operations.
At the same time, to protect our employees, we will take a firm, company-wide stance against behavior that goes beyond what is reasonable and socially acceptable, whether in what is demanded or said, or in how it is expressed, and that undermines the dignity of our employees or disrupts their working environment.
What We Consider Customer Harassment
We define customer harassment as behavior that occurs in the workplace and meets all three of the following criteria:
- 1. It is committed by customers and others.
- 2. It goes beyond what is reasonable and socially acceptable.
- 3. It disrupts our employees’ working environment.
Examples
The examples below are illustrative only. Customer harassment is not limited to these behaviors.
(1) Unreasonable demands or statements
- ■Demands that have no valid basis or are unrelated to our products or services
- ■Demands that go far beyond the services provided under a contract or agreement
- ■Demands that are extremely difficult or impossible to meet
- ■Unreasonable claims for compensation
(2) Unacceptable means or manner of communication
- ■Physical violence (assault, injury, etc.)
- ■Psychological abuse (threats, defamation, insults, verbal abuse, etc.)
- ■Intimidating behavior
- ■Repeated or persistent behavior
- ■Refusing to leave when asked
- ■Holding employees against their will
How We Respond
When we determine that behavior constitutes customer harassment, we may ask the person to stop, decline to respond further, or suspend our products or services in order to ensure the safety of our employees.
If we determine that the behavior is particularly serious, we will take appropriate action, including contacting the police and consulting legal counsel.