REFER REPORT
Keikyu Corporation (Head Office: Nishi-ku, Yokohama; President: Yukihiro Kawamata; hereinafter “Keikyu”) has established the “Keikyu Group Customer Harassment Response Policy” (hereinafter “this Policy”) in order to ensure a comfortable working environment for our group employees and to provide safe and satisfying services to our customers.
Regarding customer harassment, there is a growing momentum in society as a whole to strengthen measures, with the Ministry of Health, Labor and Welfare publishing the “Corporate Manual for Countermeasures against Customer Harassment” in February 2022 and the Japan Private Railway Association publishing the “Basic Policy on Countermeasures against Customer Harassment in the Private Railway Industry” in December 2023.
In this environment, the Keikyu Group has also formulated this policy in order to provide safe and satisfying services to our customers.
Keikyu Corporation will continue to strive to provide safe and satisfying services in the future, and will continue to create an environment in which employees can work with peace of mind.
1. Purpose of the formulation
On the other hand, some customers who use our Group’s services have engaged in nuisance behavior that constitutes customer harassment, including violence, threats, abusive language, unreasonable demands, etc. We believe that such nuisance behavior harms the dignity and comfortable working environment of our Group’s employees, and ultimately prevents us from providing safe and satisfying services to many other customers.
Our group has established this policy to continue providing safe and satisfying services to all customers in all of our businesses, while at the same time preventing customer harassment by some customers.
2. Keikyu Group’s Basic Stance on Customer Harassment
In the event that a customer commits customer harassment, our group will refuse to provide any further services to that customer. Furthermore, if there is a serious impact on our business, such as impeding the provision of services to other customers, or if employees suffer physical or mental harm, we will take firm action, such as reporting the matter to the police and taking legal action in cooperation with external experts such as lawyers, if necessary.
3. Definition and Examples of Customer Harassment
Our group defines customer harassment as complaints or behavior from customers that, in light of the validity of the request, are met with socially inappropriate means or manner of fulfilling the request, and that harm the working environment of employees as such. Specific examples are as follows, but we will also consider cases that do not fall under the following as customer harassment as long as they fit the above definition.
・Physical attacks (assault, injury)
・Mental attacks (threats, slander, libel, insults, verbal abuse)
Intimidating behavior
・Request for dogeza
-Continuous or persistent behavior
– Restrictive behavior (refusing to leave, staying put, confinement)
Discriminatory behavior
Sexual language and behavior
– Attacks and demands against individual employees
・Defamation on social media and the internet
– Making extremely unreasonable demands (demands for product exchanges, monetary compensation, or apologies without justifiable reason)
Keikyu Corporation
President and CEO Yukihiro Kawamata
Source: Japanese