We Have Published Our Basic Policy on Customer Harassment
1. Basic Approach
Our mission is to provide safe and reliable transport services while valuing our relationships of trust with our customers and business partners, and we work toward this every day. We take the opinions, requests and comments we receive from customers seriously and strive to improve the quality of our services and our operations.
At the same time, we recognize that customer harassment, such as words or actions that harm the character or dignity of our employees, or unreasonable demands that exceed what is socially acceptable, is a serious problem that not only damages the physical and mental health of employees but also hinders safe transport operations and the smooth running of our business.
To ensure a working environment in which employees can work with peace of mind, we will respond to customer harassment as an organization and in a firm manner, and protect the safety and dignity of our employees.
2. Definition of Customer Harassment
Based on the guidelines of the Ministry of Health, Labour and Welfare, we define customer harassment as words or actions by customers, business partners, facility users and other persons involved in our business that, in light of the nature of the work and other circumstances, exceed what is socially acceptable and thereby harm the working environment of our employees.
Legitimate complaints, opinions and requests concerning our services, as well as comments necessary for business purposes, are distinguished from customer harassment, and we will respond to them in good faith.
3. Examples of Conduct Constituting Customer Harassment
The following conduct may constitute customer harassment. However, customer harassment is not limited to these examples, and each case will be judged according to its individual circumstances.
(1) Violence and intimidating behavior
Violence, throwing objects, threats, intimidation, browbeating, coercive words or actions, etc.
(2) Abusive language and words or actions that deny a person’s character
Shouting abuse, insults, denial of a person’s character, discriminatory remarks, slander or defamation of employees, etc.
(3) Excessive demands and unreasonable coercion
Demands for monetary compensation or apologies that are inappropriate by social standards, demands that are unreasonable in light of contracts, terms and conditions of carriage, etc., shifting responsibility onto individual employees, etc.
(4) Demands for prolonged or persistent attention
Holding employees for long periods without reasonable grounds, persistently repeating the same demand, unreasonably prolonging phone calls or meetings, etc.
(5) Conduct that obstructs business
Refusing to leave our offices, pickup locations, delivery destinations, etc., obstructing business, conduct that interferes with transport operations, etc.
(6) Conduct that infringes on employees’ privacy
Unreasonably demanding employees’ personal information such as names, addresses and contact details, malicious publication of photos, video or recordings taken without the person’s consent, etc.
(7) Other nuisance behavior
Sexual words or actions, malicious posts on social media, etc., forcing apologies without legitimate grounds, attacks on employees or their families, etc.
4. Our Response to Customer Harassment
When conduct constituting customer harassment is confirmed, we will give top priority to ensuring the safety of our employees and take the following measures as an organization.
(1) Firm response
We will ask the other party to stop the problematic words or actions and, where necessary, hand the matter over to a manager.
(2) Ending or limiting our response
If the nuisance behavior continues or reasonable discussion is difficult, we may end the phone call, meeting or other interaction.
(3) Review of service provision
If malicious conduct continues and we judge it to be unavoidable, we may decline to continue business dealings or provide services in accordance with applicable laws and regulations, the terms of the contract, our terms and conditions of carriage, etc.
(4) Cooperation with the police and outside experts
In the case of conduct that may constitute a crime, such as violence, threats or obstruction of business, or conduct that endangers the safety of our employees, we will work with the police, lawyers and other relevant parties and deal with the matter strictly.
(5) Confirmation of the facts
To respond appropriately and prevent recurrence, we will, where necessary, keep records of our response, record phone calls, and review security camera footage, etc.
In actually responding, we will confirm the facts and make appropriate decisions based on the individual circumstances.
5. Support for Employees and Internal Systems
To protect our employees from customer harassment, we will take the following measures.
- We will set up a consultation desk for customer harassment and make it known to all employees.
- When we receive a consultation or report, we will promptly confirm the facts and respond appropriately.
- Managers and relevant departments will work together to respond as an organization, so that no employee has to deal with a problem alone.
- We will give consideration to the physical and mental condition of employees who have been harmed and, where necessary, provide support such as adjustments to their duties and consultation with specialists.
- We will provide education and training for employees on how to respond to customer harassment.
- We will protect the privacy of those who seek consultation and others involved, and will not treat anyone unfavorably for seeking consultation or cooperating in confirming the facts.
- We will review incidents that occur and work to prevent recurrence and improve our response system.
6. A Request to Our Customers and Business Partners
We will continue to value mutual understanding and trust with our customers and business partners, and strive to provide safe and reliable transport services.
To achieve this, it is essential that the character and dignity of everyone involved, including our employees, are mutually respected.
We will continue to respond sincerely to your valuable opinions and requests, and we ask for your understanding and cooperation with our efforts to prevent customer harassment.
Established October 1, 2026
Setouchi Rikuun Co., Ltd.
Toshiji Kusunoki, Representative Director
