On the other hand, unfortunately, some of the complaints from customers include verbal or physical insults or threatening behavior that may violate the personal rights of employees, and this trend has been increasing in recent years. In light of this situation, we have established a basic policy regarding customer harassment, which is a type of complaint or behavior that goes beyond the bounds of common sense.
In order to protect the human rights of employees under this basic policy, we will take a firm stance against customer harassment as specified below, and will discontinue customer service if deemed necessary.
In addition, if we determine that the acts are malicious, we will take appropriate action as an organization, involving third-party organizations such as lawyers and the police.
Based on the Ministry of Health, Labor and Welfare's "Corporate Manual for Countermeasures against Customer Harassment," Daiwa Living Companies defines customer harassment as "a request or behavior from a customer, where the means or manner of realizing the request is socially inappropriate in light of the validity of the content of the request, and where said means or manner harms the working environment of employees."
Daiwa Living Companies considers the following requests and behaviors to be customer harassment.
*These are merely examples and are not intended to be limiting.
- There are no defects or negligence found in the buildings and services provided by each company.
・Proposals that are not related to the buildings and services provided by each company
・Requests for product exchange or repair without reasonable grounds ・Requests for monetary compensation or apologies
・Proposals that significantly exceed the services, etc. expected under the contract, etc.
・Physical attacks (assault, injury)
・Mental attacks (threats, slander, libel, insults, verbal abuse, forcing someone to kneel down)
・Restrictive behavior (refusing to leave, staying put, confinement)
-Continuous (repeated) and persistent (persistent) behavior
・Intimidating behavior
Discriminatory behavior
Sexual language and behavior
・Attacks or demands on individual employees
・Slander on SNS or the Internet
- Any act that damages the credibility of the company or its employees
At Daiwa Living Companies, we want to provide our customers with even higher quality services by ensuring that our employees work in a mentally and physically safe environment. We appreciate your understanding of this basic policy.
