- 2025/04/ 14News
Basic Policy on Customer Harassment
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October 22, 2024
Mitsui Fudosan Retail Management Co., Ltd.
Our company aims to operate safe, secure and attractive commercial facilities for our customers, and to provide them with comfortable spaces and Services. In order to achieve this, we believe it is essential to protect the mental and physical health of employees working in our commercial facilities and ensure a safe and secure working environment. We will continue to respond sincerely to customer opinions and requests, but as an organization, we will take a firm stance against any behavior that we determine to be customer harassment, including consulting with the police and lawyers.
■ Definition of customer harassment
Based on the "Corporate Manual for Countermeasures against Customer Harassment" by the Ministry of Health, Labor and Welfare, we have defined customer harassment as "customer requests or behavior that lack validity or that involve socially inappropriate behavior (abusive language, violence, threats, etc.) that harms the working environment of employees." The main examples of customer harassment are as follows, but are not limited to them.
・Violence, abusive language, and other harassing behavior
・Excessive or unreasonable requests, or requests unrelated to the product or Services
- Demands or attacks on individual employees
・Time and location restrictions that exceed reasonable limits
・Defamation on social media or the internet
- Any other requests or behavior that are deemed inappropriate according to social standards.
Mitsui Fudosan Retail Management Co., Ltd.
Our company aims to operate safe, secure and attractive commercial facilities for our customers, and to provide them with comfortable spaces and Services. In order to achieve this, we believe it is essential to protect the mental and physical health of employees working in our commercial facilities and ensure a safe and secure working environment. We will continue to respond sincerely to customer opinions and requests, but as an organization, we will take a firm stance against any behavior that we determine to be customer harassment, including consulting with the police and lawyers.
■ Definition of customer harassment
Based on the "Corporate Manual for Countermeasures against Customer Harassment" by the Ministry of Health, Labor and Welfare, we have defined customer harassment as "customer requests or behavior that lack validity or that involve socially inappropriate behavior (abusive language, violence, threats, etc.) that harms the working environment of employees." The main examples of customer harassment are as follows, but are not limited to them.
・Violence, abusive language, and other harassing behavior
・Excessive or unreasonable requests, or requests unrelated to the product or Services
- Demands or attacks on individual employees
・Time and location restrictions that exceed reasonable limits
・Defamation on social media or the internet
- Any other requests or behavior that are deemed inappropriate according to social standards.