Basic Policy on Customer Harassment

Villainawashiro strives to improve services and technologies to ensure the safety and peace of mind of our customers. In order to provide high-quality services to our customers and protect our employees, we have formulated and published this basic policy.
Assumptions Regarding Customer Harassment
We assume that the primary targets of customer harassment are those behaviors described in the "Customer Harassment Countermeasures Company Manual" published by the Ministry of Health, Labour and Welfare, which are considered socially inappropriate means or methods for realizing the requests made by customers or others in terms of the validity of such requests and may harm the working environment of employees. However, this does not limit the scope to only these behaviors.
Behaviors Considered as Targets of Customer Harassment
We assume the following behaviors based on the contents of the "Customer Harassment Countermeasures Company Manual" published by the Ministry of Health, Labour and Welfare:
  • Physical attacks (assault, injury)
  • Psychological attacks (threats, defamation, defamation, insults, abusive language)
  • Coercive behaviors
  • Demands for prostration
  • Persistent and persistent behaviors
  • Restrictive behaviors (non-departure, occupation, confinement)
  • Discriminatory behaviors
  • Sexual behaviors
  • Attacks and demands on individual employees
In addition, if the validity of the requests is considered inappropriate, the following behaviors are also assumed:
  • Requests for product exchanges
  • Requests for monetary compensation
  • Requests for apology (excluding prostration)
Response to Customer Harassment
[Response to Customers]
We seek rational dialogue towards a reasonable resolution for acts that may constitute customer harassment. However, if deemed malicious, we reserve the right to refuse service.
[Response for Employees]
  • To prepare for incidents of customer harassment, we provide training on response methods to all employees.
  • We have established a manual for responding to customer harassment and built an internal system for it.
  • For more appropriate responses, we collaborate with external agencies such as the police and lawyers.
Request to Customers
While such incidents rarely occur among our customers, if any act constituting customer harassment is confirmed, we will respond firmly in accordance with this basic policy. We will continue to strive to provide high-quality services to our customers and appreciate your ongoing understanding and cooperation.