RaJA Co., Ltd. Basic Policy and Anti-Discrimination Policy against Customer Harassment
RaJA Co., Ltd. (hereinafter referred to as "our company") has developed a new policy titled "RaJA Co., Ltd. Basic Policy and Anti-Discrimination Policy against Customer Harassment" in order to protect employees from the customer harassment issues that have become a social problem in recent years. We have posted the details of this policy on the websites of our various businesses, and we would like to inform you about it.
Our company has been committed to "customer-oriented business management," where each of our employees interacts with customers and supports your lives through study abroad, childcare, and educational services.
When using our services, we ask our staff to be aware that incidents of customer harassment involving behavior that deviates from ethical and moral standards (such as violence, threats, abusive language, and unreasonable demands) and behavior that is coercive (such as refusal to leave, extended phone calls or loitering, confinement, repeatedly requesting the same explanation) can occur in any situation.
Based on the belief that it is important to create a work environment where all employees and staff engaged in related duties can work with peace of mind and in good physical and mental health, our company has formulated the "RaJA Co., Ltd. Basic Policy and Anti-Discrimination Policy against Customer Harassment," which incorporates our previous anti-discrimination policy. This policy aims to protect each employee from acts that are considered to constitute customer harassment and to continue to provide high-quality services in a sustainable manner.
In the future, our company will continue to respect customers and partners from all around the world, listen to various voices, and strive to exceed your expectations by providing exceptional products and services while continuously learning and growing.
Basic Policy and Anti-Discrimination Policy against Customer Harassment
Our company is committed to providing safe and enriching childcare and educational support services to all of our users, and we strive to listen sincerely to the feedback we receive from our users on a daily basis in order to improve our services. However, we recognize that there is a risk of customer harassment from some individuals who use our services, which includes malicious behavior, threats, and unfair demands. In order to protect our employees from these actions and continue to provide high-quality services, we have developed the "RaJA Co., Ltd. Basic Policy and Anti-Discrimination Policy against Customer Harassment".
<Definition of Customer Harassment>
Customer harassment refers to actions or demands from customers that lack validity or involve inappropriate means or attitudes according to social norms, and which adversely affect the working environment of our employees.
<Acts Covered>
The following definitions and examples of acts have been formulated based on the "Customer Harassment Prevention Company Manual" issued by the Ministry of Health, Labour and Welfare. These examples are only illustrative, and customer harassment is not only limited to these examples.
- Physical and mental attacks (assault, injury, threats, defamation, defamation of character, insults, verbal abuse) or intimidating behavior.
- Demands for bowing.
- Restrictive actions (refusal to leave, prolonged phone calls, squatting, detention, repeatedly demanding the same explanation).
- Unauthorized entry into our facilities.
- Unauthorized recording or filming of our employees, company group employees, and related facilities.
- Discriminatory or sexual remarks.
- Attacks or demands directed at individual employees working for our company or company group employees and related facilities.
- Posting on social media/internet of personal information of employees working for our company, company group employees, or related facilities (photos, audio, video).
- Unreasonable or excessive demands for services.
- Unjustified demands for goods, services, or money, or demands for apologies.
- Prejudice or discrimination based on race, skin color, nationality or place of origin/ethnicity, gender identity, genetic characteristics, social status, values, etc.
<Response to Employees>
We will provide training on knowledge and handling methods related to customer harassment and prioritize the care of employees who have been victimized by customer harassment to prevent recurrence.
<Response to Customer Harassment and Discrimination Incidents>
If actions that are deemed to be customer harassment are identified, we will take a firm stance to protect our employees and may refuse to provide products or services, terminate customer support, or terminate contracts immediately when necessary. In cases deemed to be severe or involving criminal activity, we will work closely with external experts such as the police and lawyers to take necessary legal actions.
<Request to Our Users>
Many of our users have been using our products and services without any incidents mentioned above, and we appreciate your understanding and cooperation. However, if there are any acts of customer harassment, we will handle them in accordance with this basic policy. Thank you for your understanding and cooperation.