Basic Policy on Customer Harassment

Basic Policy

The Group always strives to sincerely take on board and respond to our customers' feedback. There have been instances, however, where employees' working environment has been disrupted by verbal abuse and threatening behavior on the part of a very small number of customers. With the aim of protecting our employees' safety and human rights and to offer customers a better dining experience, we will take a firm stance against any act that falls under the category of customer harassment in accordance with this policy.

Definition of Customer Harassment

The term “customer harassment" refers to complaints or behavior on the part of customers where the means or methods used to lodge the complaint are regarded as socially inappropriate in light of the nature of the complaint, and damage the working environment as a result.

Note: As defined in “Corporate Manual on Measures against Customer Harassment," published by Japan's Ministry of Health, Labour and Welfare.

Examples of Behavior that Constitutes Customer Harassment

Complaints or behavior on the part of customers where the means or methods used to lodge the complaint are regarded as socially inappropriate in light of the nature of the complaint, and damage the working environment as a result.

Examples of Relevant Behavior

• When there are no flaws or negligence in the products or services provided by the company
• When the nature of the complaint is not related to the content of the goods or services provided by the company
• Physical attack (assault, battery)
• Psychological attack (intimidation, slander, defamation, insults, verbal abuse, intimidating behavior, demands for an employee to prostrate themselves)
• Continuous, repeated, or relentless speech and behavior
• Restrictive behavior (refusing to leave, lingering, confinement)
• Discriminatory or sexual language or behavior
• Attacks on or demands for individual employees (considered unreasonable given the nature of the demand)
• Demands for inequitable product exchanges, monetary compensation, apologies

Note: As defined in “Corporate Manual on Measures against Customer Harassment," published by Japan's Ministry of Health, Labour and Welfare.

Specific Examples of Relevant Behavior

The following are examples, and do not constitute a comprehensive list.

• Insulting employees and making derogatory remarks about their character
• Any act that infringes on employee privacy
• Demands for services considered socially excessive, such as those that exceed the scope of compensation
• Irrational demands for apologies from the company or demands for punishment of parties related to the company
• Detaining employees for an inordinate amount of time by repeatedly making the same demands or lodging excessive complaints
• Defamation on social media and the Internet

Dealing with Customer Harassment

If we determine that an instance of customer harassment has occurred, we will act as follows.

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