KDDI Group Policy on Customer Harassment
Introduction
We, the KDDI Group (hereinafter referred to as “our Group”), are guided by the principle of “providing services that earn customer trust,” and strive to be the company that customers feel closest to.
Our Group sincerely values the feedback and requests we receive from customers, and we are committed to delivering services and products that meet their expectations.
However, in some cases, we have observed instances of verbal abuse and unreasonable demands directed toward employees of our Group and its contractors (hereinafter referred to as “employees, etc.”).
Recognizing the importance of respecting the human rights of employees, etc., and ensuring a safe working environment, our Group has established the “KDDI Group Policy on Customer Harassment.”
We believe that appropriately addressing customer harassment is essential to continuing to meet customer expectations and to providing better services and products.
We kindly ask for your understanding and cooperation.
Our Group's definition of customer harassment
Our Group defines “customer harassment” based on the Customer Harassment Prevention Manual for Companies issued by Japan’s Ministry of Health, Labour and Welfare. Specifically, it refers to complaints or behaviors from customers that, in light of the reasonableness of the request, involve means or attitudes that are socially unacceptable and that harm the working environment of our employees or contractors.
We sincerely value the feedback and requests we receive from our customers and remain committed to providing services and products that meet their expectations.
However, in cases where behavior is deemed to constitute customer harassment, our Group will respond firmly and appropriately.
[Examples of Customer Harassment]
The following are examples of behaviors that may constitute customer harassment. Please note that these are illustrative and not exhaustive.
- Physical attacks against employees, etc. (e.g., assault, bodily harm) and psychological attacks (e.g., threats, intimidation, slander, defamation, insults, abusive language, statements that deny personal dignity, coercive behavior)
- Sexual harassment, stalking behaviors or remarks, and discriminatory language directed at employees, etc.
- Prolonged detention at counters or on the phone, persistent or excessive inquiries, refusal to leave, loitering, and repeated demands or inquiries beyond reasonable limits
- Personal attacks or demands directed at individual employees, etc.
- Defamation of employees, etc. via social media or online platforms, and actions that infringe on their privacy
- Unauthorized photography, video recording of employees, etc. or related facilities/workspaces, and audio recording of conversations
- Actions that damage the credibility of our Group or its employees
- Unauthorized entry into our Group’s facilities or workspaces, and visits to our offices without permission or appointment
- Unreasonable demands for in-person responses
- Unreasonable demands for apologies (e.g., kneeling) or punishment of employees, etc.
- Requests for services that are socially unacceptable
- Demands for refunds, returns, or compensation beyond the scope of our terms and conditions
Responding to Customer Harassment
If our Group determines that a customer’s behavior constitutes customer harassment, we may refuse to provide services, products, or customer support.
In cases where such behavior is deemed malicious, our Group will take strict action, including legal measures, in cooperation with the police, legal counsel, and other relevant authorities.
Major initiatives to combat customer harassment
To ensure a prompt and appropriate response in the event of customer harassment, our Group implements the following measures as necessary:
- Establishing a consultation support system for employees, etc., and a coordination framework with external organizations (e.g., legal counsel, police)
- Formulating procedures and preparing manuals for responding to customer harassment
- Providing training for employees, etc., on knowledge and response methods related to customer harassment
- Implementing mental and physical care for employees, etc., in the event of customer harassment, along with initiatives to prevent recurrence