Under the motto of "building a safe and secure company through technology and services," we provide services such as crime prevention, disaster prevention, network design and construction, software development, and automation system evaluation.
Customer feedback is an opportunity for service improvement, but we do not tolerate actions that harm the dignity of our employees. We aim to ensure a safe workplace environment and enhance customer satisfaction.
Based on the "Customer Harassment Response Manual for Companies" issued by the Ministry of Health, Labour and Welfare, we define customer harassment as complaints or actions from customers that, when evaluated for the appropriateness of the demands, use means or methods deemed socially unacceptable, thereby harming the working environment of employees. Customer harassment refers to acts by customers, such as violence, abusive language, or excessive demands, that harm employees' working environment.
Examples of actions subject to customer harassment:
These are based on the "Customer Harassment Countermeasures Manual for Companies" by the Ministry of Health, Labour and Welfare, but the following are not exhaustive.
(1) Examples of demands lacking appropriateness:
- Cases where no defects or negligence are found in our products or services.
- Demands unrelated to the content of our products or services.
(2) Examples of means or methods deemed socially unacceptable:
a. Actions likely to be considered inappropriate regardless of the demand's validity:
- Physical attacks (assault, injury)
- Psychological attacks (threats, slander, defamation, insults, abusive language)
- Intimidating behavior
- Demands for kneeling apologies
- Persistent, repetitive actions
- Restrictive actions (refusal to leave, loitering)
- Discriminatory remarks
- Sexual remarks
- Attacks or demands targeting individual employees
b. Actions that may be deemed inappropriate depending on the validity of the demand:
- Demands for product exchanges
- Demands for monetary compensation
- Unreasonable demands for apologies without valid reasons
(3) Other disruptive behaviors by customers:
- Slander or defamation on social media or the internet
Under the Tokyo Metropolitan Government’s “Customer Harassment Prevention Ordinance” (effective October 2024), businesses are obligated to implement preventive measures.
- Prioritize employee safety and mental health.
- Strengthen response capabilities, including cultural sensitivity, through regular training.
- Establish consultation channels and coordination with external organizations (police, lawyers).
Aim for resolution through rational discussions.
If deemed customer harassment, we may suspend response and consult with police or lawyers as needed.
In cases of actions deemed customer harassment, we will take firm measures to protect employees, which may include refusing facility access.
Additionally, we will collaborate with external experts such as police or lawyers and take strict action, including legal measures if necessary.
We strive to be a company that empathizes with customers and fulfills their needs.
However, if behaviors constituting customer harassment are identified, we will respond in accordance with this basic policy. We kindly ask for your understanding and cooperation.
Conversations with guests may be recorded with their consent.
Effective Date: September 23, 2025
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