Our stance on customer harassment

Background for disclosing our company's stance

Under our group-wide management philosophy of "bringing happiness to people through the information revolution," we aim to deepen the connection between "people" and "value" through safe, easy, and convenient payment services, and contribute to the realization of a better society.

Based on the valuable opinions and requests we receive from many customers every day, we are working to provide services and build a payment environment that will satisfy our customers and allow them to use our services with peace of mind. However, in the course of this work, we have observed a very small number of cases of abusive language and excessive demands towards our employees or employees of our contracted companies * (hereinafter referred to as "employees, etc.").

Maintaining a proper working environment for our employees is crucial for the continued provision of our services. We believe that protecting our employees from the aforementioned behaviors and creating a safe and secure work environment is essential for providing better services, in addition to maintaining good relationships with our valued customers. Therefore, we have created "Our Approach to Customer Harassment."

[Notes]

  • Employees of our company or our contracted companies
    • Our employees, including temporary staff
    • Call center operators, etc.

The actions in question

Based on the "Customer Harassment Countermeasures Corporate Manual" issued by the Ministry of Health, Labour and Welfare, the following actions by customers towards employees, etc., are defined as customer harassment.

"Among complaints and statements from customers, etc., those in which, in light of the validity of the content of the demands in the complaint or statement, the means and manner of achieving those demands are socially unacceptable, and such means and manner harm the working environment of employees, etc."

The following are some of the main examples of customer harassment, but they are not exhaustive.

Violence and verbal abuse
  • Intimidation, intimidation, and threatening behavior
  • Discriminatory words and actions that insult or deny a person's dignity
  • violent act
Excessive or unreasonable demands
  • A demand for excessive service provision according to generally accepted social standards
  • Requests for refunds or compensation that exceed the scope of the terms and conditions
  • Excessive repetition of the same requests or inquiries
  • Unreasonable demands for apologies or demands for punishment of our employees
  • Visiting our office without permission or an appointment
  • Unreasonable demands for in-person meetings
Other forms of harassment
  • Privacy violations
  • Sexual harassment, stalking behavior/speech
  • Defamation and slander on social media and the internet

Responding to customer harassment

If we determine that any of the prohibited actions have occurred, we may refuse to provide customer support or other assistance. Furthermore, if we deem the actions to be malicious, we will take appropriate action, including consulting with the police and lawyers.

Main initiatives against customer harassment

  • Promoting initiatives to prevent and reduce customer harassment.
  • Conducting training on customer harassment knowledge and coping methods.
  • Establishment of internal consultation services and consultation services at our contracted or dispatching companies in the event of customer harassment.
  • Establishment of a mental health care system for employees of our company and our contractors or staffing agencies who have been victims of customer harassment.