CITIZEN Group in Japan — Policy on Customer Harassment
Introduction
Under our corporate philosophy of “Loved by Citizens, Working for Citizens,” the CITIZEN Group strives each day to enhance customer value by providing products and services that customers can use with confidence. We also take customer feedback seriously and use it to improve our products and services.
At the same time, excessive conduct by customers may threaten the physical and mental well-being or working environment of employees, including employees of contractors and other companies involved in CITIZEN Group products and services.
The CITIZEN Group believes it is important both to engage sincerely with customers and to create workplaces where employees can work in sound physical and mental health. When conduct constitutes customer harassment, we will respond in accordance with this policy to protect the human rights of every employee.
We appreciate your understanding and cooperation.
Definition of Customer Harassment
The CITIZEN Group defines customer harassment as complaints or conduct by customers in which, considering whether the request itself is reasonable, the means or manner used to pursue that request are socially unacceptable and thereby harm an employee’s working environment.
Conduct Considered Customer Harassment
The CITIZEN Group considers the following types of conduct to constitute customer harassment. These examples are not exhaustive, and other conduct may also be deemed customer harassment.
1. Requests that lack reasonable grounds
- When no defect or negligence is found in the product or service provided
- When the request is unrelated to the product or service provided
2. Means or manner of pursuing a request that are socially unacceptable
2-1. Conduct highly likely to be unacceptable regardless of whether the request is reasonable
- Physical aggression (assault or bodily injury)
- Psychological aggression (threats, slander, defamation, insults, or abusive language)
- Intimidating conduct
- Demands that an employee kneel in apology
- Persistent or relentless conduct
- Restrictive conduct (refusal to leave, remaining on premises, or confinement)
- Discriminatory conduct
- Sexual conduct
- Attacks on or demands directed at an individual employee
- Defamation or the posting of employees’ personal information through social media, the internet, email, or other media, including unauthorized publication of photographs, audio, or video
2-2. Conduct that may be unacceptable depending on whether the request is reasonable
- Unjustified or unreasonable demands for product exchanges, returns, or compensation
- Unjustified or unreasonable demands for monetary guarantees
- Demands for apologies that are disproportionate by generally accepted social standards
- Demands for disciplinary action or other unjust measures against employees
Our Response to Customer Harassment
The CITIZEN Group will engage sincerely with customer concerns and seek calm resolution. However, if we determine that the content of a request or the conduct involved constitutes customer harassment, we will respond firmly and may decline to provide products or services or to continue dealing with the customer.
If customer harassment continues, or if we determine that malicious conduct may violate criminal law, we will respond in cooperation with the police, attorneys, and other relevant specialists.