Sanwa Group Basic Policy on Customer Harassment
The Sanwa Group (hereinafter referred to as " the Group") conducts its business activities pursuant to our mission of "contributing to society by providing safety, security, and convenience." We believe that ensuring an environment where employees can work with peace of mind is vital to maintaining the trust of our customers and continuing to provide high-quality products and services.
While our stance of sincerely listening to our customers' feedback remains unchanged, on very rare occasions, we have encountered unreasonable demands or harassment, such as verbal abuse or threats, directed at our employees. These actions damage the dignity of our employees and harm the work environment. As a company, we do not tolerate harassment towards our employees. We strive to build healthy relationships with our customers and employees, and we respond resolutely to any such behavior.
Definition of Customer Harassment
We define customer harassment as any request or behavior from a customer that lacks reasonableness in its content, or even if the request is valid, the means or manner of fulfilling the request is socially unacceptable and would harm the working environment of our officers, employees, or other persons engaged in the business of the Group (hereinafter referred to as "employees and related personnel").
Examples of Harassing Behavior
* The following are specific examples; however, this list is not exhaustive.
- Physical or psychological attacks (assault, injury, threats, coercion, slander, defamation, insults, abusive language) or intimidating behavior
- Persistent behavior, such as relentlessly making excessive and repeated inquiries
- Demanding employees and related personnel to kneel down on the ground and apologize
- Coercive behavior (refusal to leave, loitering, confinement, persistent phone calls, or restraining employees and related personnel for an unreasonably long period or multiple times)
- Discriminatory or sexual remarks and behavior
- Attacks or harassment targeting an individual employees and related personnel (defamation regarding their clothing or appearance, making defamatory statements specifically targeting them on social media／the internet, posting images of their face or name tag on social media／the internet without their permission)
- Requests for unreasonable or excessive services
- Demands for product exchanges, monetary compensation, or apologies that are unjustified or exceed the scope of the Group's responsibility or social norms
Response to Customer Harassment
Response to Customers
For any comments or complaints from customers, we aim to engage in a constructive and sincere discussion and strive to build a better relationship with the customer. However, for behavior that the Group has determined to constitute customer harassment, we will take a resolute stance when dealing with the customer and, in some cases, refuse to respond at all. In some cases, we will take appropriate measures, including consulting with the police, lawyers, and third-party organizations.
The Group's Response
- We will establish a system that enables prompt and appropriate judgment and response when customer harassment occurs.
- We will establish methods and procedures for response and provide necessary education regarding customer harassment.
- We will strive to provide support and care for employees and related personnel who have experienced customer harassment.