Harassment Policy Regarding Customer Conduct

1. Our No-Tolerance Stance on Harassment

Centered on the key words “kindness” and “harmony,” our corporate philosophy underpins our commitment to treating all individuals with dignity and respect. This requires that we take firm action to ensure the safety and security of those in our employ, just as we do for our guests. We consider any form of harassment against our employees a serious violation of their basic human right to a fair and safe workplace, and we will respond accordingly to protect them.

2. What Constitutes Harassment Against Those in Our Employ?

In keeping with the corporate guidelines published by the Ministry of Health, Labour and Welfare, we define harassment as “language or behavior that, in light of socially accepted conventions, is inappropriate in manner and/or exceeds the scope necessary for the reasonable conduct of business.” This includes intimidation, abusive language, and unreasonable demands, all of which damage the work environment by making it difficult for those in our employ to demonstrate their abilities comfortably.

3. Examples of Harassment Toward Our Associates

While the following is not a complete list, it includes examples of workplace harassment taken from the aforementioned corporate guidelines published by the Ministry of Health, Labour and Welfare:

(1) Unreasonable and/or inappropriate claims and demands

When no defect in product, or negligence of service can be determined
When the claim or demand is unrelated to our products or services

(2) Demands whose means and/or the manners required to meet them are socially inappropriate

a) Unequivocally inappropriate social behavior

Physical assault or bodily injury
Entry onto the premises by those afflicted with certain specified infectious diseases
Emotional abuse (coercion, slander, libel, insults, verbal abuse)
Intimidation (shouting, rebukes, threats)
Entry onto the premises of members or affiliates of a legal entity whose directors include members of organized crime
Public disturbances (including noise), failures of discipline , and other conduct that causes discomfort, disgust, or inconvenience to others
Ordering another individual to kneel
Incessant or persistent behavior
Hinderance of operations by acts of confinement and/or refusing to leave
Discriminatory acts or language
Sexual acts or language

b) Behavior likely to be deemed inappropriate in light of its propriety

Requests to exchange a product
Requests for monetary compensation (such as for discounts with no reasonable grounds)
Unwarranted demands for apologies

(3) Other forms of abuse

Defamatory behavior via social media or elsewhere online

4. Steps We Take Against Harassment

To protect those in our employ, we will take resolute action against any customer behavior that constitutes harassment. When circumstances demand it we will deny access to and/or prohibit the use of our facilities. Moreover, we will unreservedly take up the matter with appropriate authorities including the police and our legal counsel in order to pursue appropriate lawful measures.

5. To Our Customers

As a hospitality firm we endeavor to provide relaxed spaces in which your comfort is always our foremost concern. In the regrettable event that an instance of harassment should emerge on the premises, we will respond in accordance with this policy and ask in advance for your understanding and cooperation.