Customer Harassment Policy
Iwashita Engineering Co., Ltd. (hereinafter referred to as “the Company”) takes seriously the opinions, requests, and feedback received from customers, business partners, and all other stakeholders involved in our business, and strives to improve our products, services, and operations.
However, we will take appropriate action against “customer harassment”—defined as conduct where the content of a request, or the means or manner by which it is pursued, is unreasonable by generally accepted social standards and harms the working environment of our employees.
The Company has established this basic policy to protect the human rights and dignity of its employees and to build positive relationships with all stakeholders based on mutual trust and respect.
Definition of customer harassment
We define “customer harassment” as complaints, demands, or conduct directed at us by customers, business partners, or other parties involved in our business operations that either lack validity, or—even if valid—involve means or manners of making the demand that are socially unacceptable and detrimental to the working environment of our employees.
Representative examples of such actions include the following:
- Violence, intimidation, threats, abusive language, insults, remarks that deny a person’s dignity, etc.
- Demands that significantly exceed the scope of the contract or services, or demands for money, compensation, etc., without reasonable grounds.
- Acts that impede work, such as detaining someone for an extended period or persistently repeating the same content.
- Defamation of individual employees, discriminatory or sexual conduct, invasion of privacy, etc.
- Unauthorized posting of employees’ personal information or defamation on the Internet, social media, etc.
- In addition, conduct that is socially unacceptable and harms the safety or working environment of employees.
Note that these are merely examples; comprehensive judgments will be made based on individual circumstances.
Our Response
Our company will sincerely respond to legitimate opinions and requests, and after confirming the facts, We strive to solve problems fairly and calmly.
On the other hand, if we determine that the act falls under customer harassment, we will request that the act be discontinued or corrected. Additionally, depending on the content and severity of the act, we may terminate the response, suspend the provision of services, review the transaction, or take other necessary measures.
We will cooperate with the police, lawyers, and other specialized organizations to respond appropriately to malicious acts, acts that pose a danger to life or body, and acts that may constitute a crime.
Initiatives to Protect Employees
To protect our employees from customer harassment, we will conduct training on response methods and reporting/consultation procedures, and establish a system for an organized response.
In the event that customer harassment occurs, we will prioritize the safety of the affected employee and provide necessary support.
We remain committed to continuous improvement, taking into account changes in laws and regulations, administrative guidelines, and social conditions.
