Our Policy on Responding to Customer Harassment
To ensure the sustainable provision of our heartfelt service.
At ELAN Co., Ltd. and our group companies, our philosophy is: “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.” We are dedicated to offering the best products and services to resolve any issues our customers may face.
To meet our customers’ trust and expectations, we are committed to genuinely listening to their opinions and concerns, and responding with integrity.
However, 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.
Therefore, based on the belief that creating a safe and comfortable environment for our employees is crucial, we have established our “Policy on Responding to Customer Harassment” 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’ 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.
ELAN Group’s Definition of Customer Harassment
Customer harassment refers to “customer demands or behaviors where the validity of the demand is not recognized and the employee’s work environment is harmed,” or “where the demand itself may be valid, but the means or manner of pursuing that demand is socially inappropriate, and the employee’s work environment is harmed.”
Examples of Actions Considered Customer Harassment:
1. Cases where the demand lacks validity or is unreasonable:
- ① When no defect or negligence is found in the product or service provided.
- ② When the demand is unrelated to the product or service provided.
- ③ Demands for unreasonable or excessive service provision.
- ④ Demands for product exchange, refunds, compensation for damages, solatium, nuisance fees, or apologies without legitimate reason.
- ⑤ Persistent demands for apologies from executives, including the president, or senior managers.
- ⑥ Demands to prostrate oneself (“dogeza”)
2. Cases where the means or manner of pursuing the demand is inappropriate:
- ① Physical assault or injury.
- ② Intimidating behavior such as yelling or shouting, threats, or abusive language.
- ③ Defamation, libel, or insults that infringe upon the honor or privacy of employees.
- ④ Continuous or persistent behavior such as excessive repeated inquiries or repeatedly demanding explanations.
- ⑤ 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.
- ⑥ Restraining behavior towards employees.
- ⑦ Discriminatory or sexual remarks towards employees.
- ⑧ Threats hinting at reporting to public offices, media, or posting on social media.
- ⑨ Persistently pointing out minor details in an employee’s speech or choice of words.
Note: The above definitions and examples of actions are formulated based on the “Customer Harassment Countermeasures Company Manual” created by the Ministry of Health, Labour and Welfare. The examples listed are illustrative and not exhaustive.
Our Response to Customer Harassment
- ① We will thoroughly educate our employees on the necessary knowledge to ensure appropriate customer service.
- ② We will establish a support system for customer harassment.
- ③ For more appropriate handling, we will coordinate closely with internal legal departments and external specialized agencies such as the police and external lawyers to respond rigorously.
- ④ 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.
- ⑤ In cases where malicious customer harassment persists, we may take measures such as contract termination or refusal to provide services.
A Request to Our Valued Customers
While 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.
We 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.
