{"id":2180,"date":"2025-07-14T13:50:36","date_gmt":"2025-07-14T04:50:36","guid":{"rendered":"https:\/\/www.kkelan.com\/en\/?page_id=2180"},"modified":"2025-11-11T15:47:33","modified_gmt":"2025-11-11T06:47:33","slug":"customer-harassment","status":"publish","type":"page","link":"http:\/\/www.kkelan.com\/en\/sustainability\/customer-harassment\/","title":{"rendered":"Our Policy on Responding to Customer Harassment"},"content":{"rendered":"<style>\n#charassment {\n    width: 100%;\n    margin: 0 auto;\n}\n.charassment h2 {\n    margin-bottom: 30px;\n}\n.charassment img {\n    width: 100%;\n}\n.charassment {\n    width: 100%;\n    max-width: 900px;\n    margin: 0 auto;\n}\n.charassment .text {\n    font-size: 16px;\n    line-height: 30px;\n    margin-bottom: 50px;\n}\n#charassment .mb5 {\n    margin-bottom: 50px;\n}\n#charassment .mb1 {\n    margin-bottom: 10px;\n}\n.chbox ol {\n  margin: 0;\n  padding: 0;\n}\n.chbox ol li {\n  list-style: none;\n  padding-left: 1.3em;\n  text-indent: -1.3em;\n  line-height: 1.6;\n  margin-bottom: 0.8em;\n}\n.chbox .note {\n  margin-top: 1.5em;\n  font-size: 0.9em;\n  color: #666;\n  line-height: 1.6;\n}\n@media screen and (max-width: 768px) {\n    .charassment .text {\n        font-size: 14px;\n        line-height: 24px;\n        margin-bottom: 30px;\n    }\n}\n<\/style>\n<div class=\"secondvisual\">\n\t\t<img src=\"https:\/\/www.kkelan.com\/wp-content\/themes\/elan\/img\/customer_harassment_2.png\"><\/p>\n<div class=\"secondcatch\">\n<div class=\"box\">\n<p class=\"en\">Our Policy on Responding to Customer Harassment<\/p>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"breadcrumbs\"><span property=\"itemListElement\" typeof=\"ListItem\"><a property=\"item\" typeof=\"WebPage\" title=\"Go to ELAN Corporation.\" href=\"http:\/\/www.kkelan.com\/en\" class=\"home\" aria-current=\"page\"><span property=\"name\">Home<\/span><\/a><meta property=\"position\" content=\"1\"><\/span><\/div>\n<div id=\"charassment\">\n<section class=\"charassment\">\n\t\t\t<!--\u898b\u51fa\u3057--><\/p>\n<div class=\"mb5\">\n<h2>\n<p class=\"underline\">\n\t\t\t\t\tTo ensure the sustainable provision of our heartfelt service.\n\t\t\t\t\t<\/p>\n<\/h2>\n<p class=\"text\">\n\t\t\t\t\tAt ELAN Co., Ltd. and our group companies, our philosophy is: &#8220;We strive to pursue the highest quality products and services that satisfy our customers, and through passionate action, contribute to the realization of a rich and fulfilling living environment.&#8221; We are dedicated to offering the best products and services to resolve any issues our customers may face.\n\t\t\t\t<\/p>\n<p class=\"text\">\n\t\t\t\t\tTo meet our customers&#8217; trust and expectations, we are committed to genuinely listening to their opinions and concerns, and responding with integrity.\n\t\t\t\t<\/p>\n<p class=\"text\">\n\t\t\t\t\tHowever, there are instances where unreasonable demands from customers, or abusive language and defamation targeting our employees, could be classified as customer harassment. Such actions harm the dignity of our employees and can lead to a deteriorated, unsafe, and uncomfortable work environment.\n\t\t\t\t<\/p>\n<p class=\"text\">\n\t\t\t\t\tTherefore, based on the belief that creating a safe and comfortable environment for our employees is crucial, we have established our &#8220;Policy on Responding to Customer Harassment&#8221; as follows. This policy aims to protect each employee from such behaviors and enable us to continue providing high-quality service to our customers. We will respond with a firm attitude to any words or actions that deny our employees&#8217; personalities or violate their dignity, ensuring a healthy work environment. At the same time, we will continue to engage with our customers sincerely and strive to maintain a healthy relationship.\n\t\t\t\t<\/p>\n<\/p><\/div>\n<p>\t\t\t<!--\u898b\u51fa\u3057--><\/p>\n<div class=\"mb5\">\n<h2>\n<p class=\"underline\">\n\t\t\t\t\t\tELAN Group&#8217;s Definition of Customer Harassment\n\t\t\t\t\t<\/p>\n<\/h2>\n<p class=\"text\">\n\t\t\t\t\tCustomer harassment refers to &#8220;customer demands or behaviors where the validity of the demand is not recognized and the employee&#8217;s work environment is harmed,&#8221; or &#8220;where the demand itself may be valid, but the means or manner of pursuing that demand is socially inappropriate, and the employee&#8217;s work environment is harmed.&#8221;\n\t\t\t\t<\/p>\n<div class=\"chbox mb5\">\n\t\t\t\t\t<!--\u592a\u5b57--><\/p>\n<p class=\"mb1\">\n\t\t\t\t\t\t<strong>Examples of Actions Considered Customer Harassment:<br \/>\n\t\t\t\t\t\t1. Cases where the demand lacks validity or is unreasonable:<\/strong>\n\t\t\t\t\t<\/p>\n<div class=\"chbox\">\n<ol class=\"mb1\">\n<li>\u2460 When no defect or negligence is found in the product or service provided.<\/li>\n<li>\u2461 When the demand is unrelated to the product or service provided.<\/li>\n<li>\u2462 Demands for unreasonable or excessive service provision.<\/li>\n<li>\u2463 Demands for product exchange, refunds, compensation for damages, solatium, nuisance fees, or apologies without legitimate reason.<\/li>\n<li>\u2464 Persistent demands for apologies from executives, including the president, or senior managers.<\/li>\n<li>\u2465 Demands to prostrate oneself (\u201cdogeza\u201d)<\/li>\n<\/ol><\/div>\n<\/p><\/div>\n<div calss=\"chbox mb5\">\n\t\t\t\t\t<!--\u592a\u5b57--><\/p>\n<p class=\"mb1\">\n\t\t\t\t\t\t<strong>2. Cases where the means or manner of pursuing the demand is inappropriate:<\/strong>\n\t\t\t\t\t<\/p>\n<div class=\"chbox\">\n<ol class=\"mb1\">\n<li>\u2460 Physical assault or injury.<\/li>\n<li>\u2461 Intimidating behavior such as yelling or shouting, threats, or abusive language.<\/li>\n<li>\u2462 Defamation, libel, or insults that infringe upon the honor or privacy of employees.<\/li>\n<li>\u2463 Continuous or persistent behavior such as excessive repeated inquiries or repeatedly demanding explanations.<\/li>\n<li>\u2464 Detaining employees for prolonged periods or on consecutive days via phone calls, refusal to leave or lingering at the business premises, or restraining behavior towards employees outside the premises.<\/li>\n<li>\u2465 Restraining behavior towards employees.<\/li>\n<li>\u2466 Discriminatory or sexual remarks towards employees.<\/li>\n<li>\u2467 Threats hinting at reporting to public offices, media, or posting on social media.<\/li>\n<li>\u2468 Persistently pointing out minor details in an employee&#8217;s speech or choice of words.<\/li>\n<\/ol>\n<p>\t\t\t\t\t\tNote: The above definitions and examples of actions are formulated based on the &#8220;Customer Harassment Countermeasures Company Manual&#8221; created by the Ministry of Health, Labour and Welfare. The examples listed are illustrative and not exhaustive.\n\t\t\t\t\t<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t\t\t<!--\u898b\u51fa\u3057--><\/p>\n<div class=\"mb5\">\n<h2>\n<p class=\"underline\">\n\t\t\t\t\t\tOur Response to Customer Harassment\n\t\t\t\t\t<\/p>\n<\/h2>\n<div class=\"chbox\">\n<ol class=\"mb1\">\n<li>\u2460 We will thoroughly implement internal training to ensure our employees possess the necessary knowledge to appropriately respond to customers, while also exercising care in their own external conduct and communication.<\/li>\n<li>\u2461 We will deepen our concern and understanding of issues related to customer behavior and establish a comprehensive support system for addressing customer harassment.<\/li>\n<li>\u2462 To ensure the most appropriate response, we will strictly coordinate with specialized<br \/>\ninstitutions, such as internal legal departments and external lawyers, and may involve the police when necessary. <\/li>\n<li>\u2463  If we determine that an action falls under the defined harassment behaviors, we will respond with a firm attitude, engaging in rational discussions for a reasonable resolution, and strive to build better relationships.\n<\/li>\n<li>\u2464 In cases where malicious customer harassment persists, we reserve the right to take measures such as contract termination or refusal to provide services.\n<\/li>\n<\/ol><\/div>\n<\/p><\/div>\n<div class=\"mb5\">\n\t\t\t<!--\u898b\u51fa\u3057--><\/p>\n<h2>\n<p class=\"underline\">\n\t\t\t\t\t\tA Request to Our Valued Customers\n\t\t\t\t\t<\/p>\n<\/h2>\n<p class=\"text\">\n\t\t\t\t\tWhile the vast majority of our customers utilize our services in line with their contracts without incidents falling under the above categories, should any behavior categorized as customer harassment occur, we will respond according to this policy.\n\t\t\t\t<\/p>\n<p class=\"text\">\n\t\t\t\t\tWe are committed to continuing to build better relationships with our customers and dedicating ourselves to providing services that resolve your concerns. We sincerely appreciate your understanding.\n\t\t\t\t<\/p>\n<div style=\"text-align: left;\">\n\t\t\t\t\t\tEstablished on 7. 15, 2025 <!--\u5de6\u8a70\u3081-->\n\t\t\t\t<\/div>\n<div style=\"text-align: left;\">\n\t\t\t\t\t\t Issued by:<!--\u5de6\u8a70\u3081-->\n\t\t\t\t<\/div>\n<div style=\"text-align: left;\">\n\t\t\t\t\t\t ELAN Corporation<!--\u5de6\u8a70\u3081-->\n\t\t\t\t<\/div>\n<div style=\"text-align: left;\">\n\t\t\t\t\t\t Tomohiro Minezaki<!--\u5de6\u8a70\u3081-->\n\t\t\t\t<\/div>\n<div style=\"text-align: left;\">\n\t\t\t\t\t\t President, and CEO<!--\u5de6\u8a70\u3081-->\n\t\t\t\t<\/div>\n<\/p><\/div>\n<\/section><\/div>\n<p><!-- \u6a2a\u79fb\u52d5\u7528\u30ca\u30d3\u30b2\u30fc\u30b7\u30e7\u30f3 --><\/p>\n<div id=\"aboutlinks\">\n<div class=\"aboutlinks\">\n<ul class=\"list3\">\n<li>\n\t\t\t\t\t<a href=\"\/en\/sustainability\/policy\/\"><\/p>\n<div class=\"box image_mouseover\">\n\t\t\t\t\t\t\t<img src=\"http:\/\/www.kkelan.com\/en\/wp-content\/themes\/elan\/img\/sustain_policy.png\" \/><\/p>\n<p class=\"title\">Policy<\/p>\n<\/p><\/div>\n<div class=\"btn_w\">Basic Policies<\/div>\n<p>\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n<li>\n\t\t\t\t\t<a href=\"\/en\/sustainability\/environment\/\"><\/p>\n<div class=\"box image_mouseover\">\n\t\t\t\t\t\t\t<img src=\"http:\/\/www.kkelan.com\/en\/wp-content\/themes\/elan\/img\/sustain_environment.png\" \/><\/p>\n<p class=\"title\">Environment<\/p>\n<\/p><\/div>\n<div class=\"btn_w\">Relationship to<br \/>the Environment<\/div>\n<p>\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n<li>\n\t\t\t\t\t<a href=\"\/en\/sustainability\/society\/\"><\/p>\n<div class=\"box image_mouseover\">\n\t\t\t\t\t\t\t<img src=\"http:\/\/www.kkelan.com\/en\/wp-content\/themes\/elan\/img\/sustain_society.png\" \/><\/p>\n<p class=\"title\">Society<\/p>\n<\/p><\/div>\n<div class=\"btn_w\">Relationship to<br \/>Society<\/div>\n<p>\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n<li>\n\t\t\t\t\t<a href=\"\/en\/sustainability\/employee\/\"><\/p>\n<div class=\"box image_mouseover\">\n\t\t\t\t\t\t\t<img src=\"http:\/\/www.kkelan.com\/en\/wp-content\/themes\/elan\/img\/sustain_employee.png\" \/><\/p>\n<p class=\"title\">Employee<\/p>\n<\/p><\/div>\n<div class=\"btn_w\">Relationship to<br \/>Employee<\/div>\n<p>\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n<li>\n\t\t\t\t\t<a href=\"\/en\/sustainability\/governance\/\"><\/p>\n<div class=\"box image_mouseover\">\n\t\t\t\t\t\t\t<img src=\"http:\/\/www.kkelan.com\/en\/wp-content\/themes\/elan\/img\/sustain_governance.png\"><\/p>\n<p class=\"title\">Corporate<br \/>Governance<\/p>\n<\/p><\/div>\n<div class=\"btn_w\">Corporate Governance<\/div>\n<p>\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n<li>\n\t\t\t\t\t<a href=\"\/en\/sustainability\/informationsecurity\/\"><\/p>\n<div class=\"box image_mouseover\">\n\t\t\t\t\t\t\t<img src=\"http:\/\/www.kkelan.com\/en\/wp-content\/themes\/elan\/img\/sustain_security.png\" \/><\/p>\n<p class=\"title\">Information Security<\/p>\n<\/p><\/div>\n<div class=\"btn_w\">Information Security<\/div>\n<p>\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n<li>\n\t\t\t\t\t<a href=\"\/en\/sustainability\/customer-harassment\/\"><\/p>\n<div class=\"box image_mouseover\">\n\t\t\t\t\t\t\t<img src=\"http:\/\/www.kkelan.com\/en\/wp-content\/themes\/elan\/img\/customer_harassment_1.png\" \/><\/p>\n<p class=\"title\">Customer Harassment<\/p>\n<\/p><\/div>\n<div class=\"btn_w\">Our Policy on Responding to<br \/>Customer Harassment<\/div>\n<p>\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n<\/ul><\/div>\n<\/p><\/div>\n<p><!-- \/\/\u6a2a\u79fb\u52d5\u7528\u30ca\u30d3\u30b2\u30fc\u30b7\u30e7\u30f3 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Our Policy on Responding to Customer Harassment To ensure the sustainable provision of our heartfelt service.  [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":56,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/pages\/2180"}],"collection":[{"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/comments?post=2180"}],"version-history":[{"count":19,"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/pages\/2180\/revisions"}],"predecessor-version":[{"id":2213,"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/pages\/2180\/revisions\/2213"}],"up":[{"embeddable":true,"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/pages\/56"}],"wp:attachment":[{"href":"http:\/\/www.kkelan.com\/en\/wp-json\/wp\/v2\/media?parent=2180"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}