Basic Policy Against Customer Harassment

Gray Parka Service Inc.

To ensure the satisfaction of our customers, we are committed to responding sincerely to all feedback and requests, striving for continuous service improvement and quality enhancement.

However, we occasionally encounter "customer harassment"—including unreasonable demands, verbal abuse, and threats. Such actions harm the human rights and dignity of our employees (including those of our contractors) and create a serious problem by deteriorating the work environment.

We believe that respecting the rights of our employees and protecting them from harassment is essential for them to perform their duties with peace of mind, which ultimately allows us to provide superior services and products to our customers. Accordingly, we have established this "Basic Policy Against Customer Harassment."

We appreciate your understanding and cooperation.

1. Definition of Customer Harassment

In accordance with the "Customer Harassment Prevention Manual" by the Ministry of Health, Labour and Welfare, we define customer harassment as:

"Complaints or behaviors from a customer where the content of the demand is unreasonable, or where the means or manner used to achieve the demand is socially unacceptable, potentially harming the safety, mental or physical health, or the working environment of our employees."

2. Examples of Subject Behaviors

The following list includes, but is not limited to:

  • Demands made where no defect in our products/services or negligence on our part is found.

  • Demands unrelated to the actual content of our products or services.

  • Verbal abuse, insults, discriminatory remarks, slander, threats, or other forms of mental aggression.

  • Intimidating behavior or attitudes.

  • Sexual harassment or inappropriate sexual comments.

  • Attacks on individual employees, including defamation, insults, or infringement of honor and privacy.

  • Demands or behaviors that persist for an unreasonably long duration.

  • Continuous or persistent behavior, such as an excessive volume of repeated inquiries via phone or email.

  • Slander on social media or the internet, including the public disclosure of employees' personal information, audio, images, or text.

  • Unjustified demands for product returns, exchanges, additional services, monetary compensation, or apologies.

3. Our Response Strategy

We take a firm stand against all forms of customer harassment. If behavior constituting customer harassment occurs, we will issue a warning or caution as necessary and immediately cease all service interactions with the individual. Depending on the severity, we will consult with relevant internal departments to consider legal action and take appropriate measures, including reporting the matter to the police.

4. Internal Initiatives

  • Education & Training: We provide ongoing training to our employees on how to respond appropriately to customer harassment.

  • Reporting Structure: We are strengthening our internal systems for reporting and consultation to ensure swift and appropriate action.

  • Employee Care: We prioritize the mental and physical health of our staff and have established a support system for aftercare.

  • External Collaboration: We coordinate with external experts, including the police and legal counsel, to ensure the most effective response.