Under the corporate mission of “Contribute to society through our business activities,” the Group will sincerely respond to customers based on its corporate value of “Integrity,” provide solutions through the diverse functions and networks unique to the Takashima Group, and continue to meet their trust and expectations.
On the other hand, some of the demands and behavior from customers, business partners, and others include behavior that denies the dignity of employees, violence, sexual demands, and other actions that harm employees’ dignity. These actions are unacceptable issues that lead to the deterioration of employees’ work environment.
The Group will respond firmly to such demands and behavior from customers, business partners, and other parties (customer harassment) in order to respect the human rights of its employees, thereby striving to build sound and favorable relationships with customers.
In accordance with the Ministry of Health, Labour and Welfare manual, the following acts are covered when a worker’s working environment is harmed by either “unreasonable demands” among the words or actions of customers or others, or “means or manners of making demands that are socially unacceptable.”
【Examples of Typical Acts】
(i) Physical attacks (assault, bodily injury)
(ii) Psychological attacks (threats, slander, verbal abuse, demands to prostrate oneself)
(iii) Intimidating words or behavior (shouting loudly, implying connections with antisocial forces)
(iv) Persistent and relentless behavior (repeatedly making the same complaint or phone call)
(v) Coercive language or behavior (remaining on the premises for extended periods, prolonged telephone calls)
(vi) Discriminatory or sexual remarks
(vii) Attacks against individual employees and unreasonable demands (monetary demands, demands for excessive apologies, posting photos and real names on the Internet and SNS, and slander)
*Legitimate complaints (requests for responses to deficiencies in products or services, etc.) do not constitute customer harassment. We will first respond sincerely, including confirming the facts.
- When employees experience customer harassment, they are encouraged to report and consult with their supervisors or other appropriate personnel.
- In the event of customer harassment, we will prioritize the care of our employees.
- If conduct is determined to constitute customer harassment, we will respond organizationally, including terminating business transactions.
- In cases deemed malicious, such as acts of violence, threats, or extortion, we will work with the police and legal counsel to take appropriate action.
- We will raise employees’ awareness of knowledge about and methods for dealing with customer harassment.
- We will establish a consultation system for customer harassment.
- We will raise awareness among employees of our Group to ensure that they do not engage in customer harassment toward business partners.
