Date of enactment: June 2024
Background to the creation of the "Policy on Responding to Customer Harassment"
We at Nonoji Co., Ltd. aim to be a company that creates new culture and excitement in everyday life through products. We deliver products that incorporate this idea to our customers through a variety of retailers.
However, in light of the intent of the Revised Act on Comprehensive Promotion of Labor Policies (commonly known as the Power Harassment Prevention Act), it is true that, although very few, some customers have engaged in behavior that could be suspected of being harassment.To help you understand that we, the service providers and product developers, are also "people" who share the same feelings as our customers, Nonoji Co., Ltd. has compiled a definition of "customer harassment" and our thoughts on it.
Purpose of creating the "Policy on Responding to Customer Harassment"
The company name "Nonoji" embodies the spirit of "compassion" that the Japanese have long cherished, such as the cherishing of wildflowers and the modesty and humility that is reflected in drawing the character "no" on a tatami mat. The slogan "Full of smiles and happy moments" that accompanies the company name also embodies our desire to be a company that brings smiles to the faces of all people, including our customers who use Nonoji products, everyone involved in manufacturing, distribution and sales, and our own staff, through Nonoji products.
We will continue to listen sincerely to the opinions and requests of our customers. At the same time, we aim to build good relationships with those who share our philosophy and reduce the mental burden on both sides, thereby improving the overall quality of our services and creating a society where smiles spread.
What is "customer harassment"?
The revised Act on Comprehensive Promotion of Labor Policies (commonly known as the Power Harassment Prevention Act), which was promulgated on June 5 , 2019, and came into effect for large companies on June 1, 2020 , defines six types of harassment as "physical attacks," "mental attacks," "isolating someone from human relationships," "excessive demands," "insufficient demands," and "violation of individual rights." Based on these , the following acts are envisioned.
Applicable acts (examples)
- Physical or mental attacks (assault, injury, threats, slander, libel, insults, verbal abuse) or intimidating behavior
- Continuous and persistent behavior
- Demands for dogeza
- Restrictive behavior (refusal to leave, staying put, confinement)
- Discriminatory or sexual behavior
- Attacks or demands made against individual staff members
- Posting personal information of staff members on social media or the internet (including publishing photos, audio, and video)
- Unreasonable or excessive service requests
- Demands for product exchange, monetary compensation, or apologies without justifiable reason
If any of the above incidents are confirmed, Nonoji Co., Ltd. may take measures to suspend support. Furthermore, if the behavior is deemed to be malicious, we will consult with appropriate authorities such as the police or lawyers and take strict action.
Internal measures to strengthen customer harassment prevention
Response when an incident occurs
- In the unlikely event that an incident occurs that is suspected to be harassment, we will set up an internal consultation desk to determine whether it constitutes harassment.
- If there is a high possibility that the incident constitutes harassment, we will work with external agencies to deal with the matter strictly.
Measures to prevent harassment
- We have established this policy to clarify our stance as a company and make it widely known.
- Develop specific ways to respond to customer harassment.
- We will educate and educate our staff.
- Actual incidents are shared within the company and digitized and saved.
