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 a company that customers can rely on and feel connected to.
Our Group sincerely values the opinions, comments, and requests we receive from "customers and others (Note 1)" and continuously works to improve the quality of our products and services.
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.
- (Note 1)"Customers and others" refers to "customers, etc.", as defined in the Guidelines on Measures Employers Should Take in Employment Management Regarding Problems Arising from the Words and Actions of Customers, etc. in the Workplace (Ministry of Health, Labour and Welfare Notification No. 51 of 2026; hereinafter the "MHLW Guidelines on the Prevention of Customer Harassment").
The term includes customers (including prospective customers who may purchase products or use services in the future), business counterparties (including parties that may engage in business transactions with the Group in the future), users of the employer's facilities (including prospective users), and any other persons who have a relationship with the employer's business activities.
Our Group's definition of customer harassment
In accordance with the MHLW Guidelines on the Prevention of Customer Harassment, our Group defines "customer harassment" as complaints, remarks, or conduct by customers and others directed toward employees, etc. that satisfy all of the following conditions:
- (1)
- The conduct is carried out by customers and others in the workplace;
- (2)
- The conduct exceeds the scope of what is considered socially acceptable in light of the nature of the work performed by employees, etc. and other relevant circumstances; and
- (3)
- The conduct harms the working environment of employees, etc.
Any conduct that meets all of the above elements (1) through (3) shall be regarded as customer harassment. However, legitimate requests, complaints made in good faith, and requests for reasonable accommodation shall not be considered customer harassment.
Our Group sincerely values the opinions, comments, and requests received from customers and others and remains committed to providing services and products that meet their expectations and contribute to their satisfaction. At the same time, where conduct is determined to constitute customer harassment, the 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