CUSTOMER HARASSMENT POLICYMynavi Group Basic Policy on Customer Harassment

Introduction

 

Mynavi Group (hereinafter, the “Group”) aims to provide better information and valuable services and contribute to the creation of a prosperous and healthy society and environment through our corporate activities in line with our Purpose of “creating a world that envisions the future by engaging individual potential”.

“Well-being” is also one of the Group’s important values, and we consider it important to create a working environment where our employees can work with peace of mind.

 

Although we are working hard to provide services that are tailored to each individual’s career and lifestyle, sometimes we are subjected to customer harassment, such as abusive language, threats, excessive demands that go beyond the bounds of common sense, and sexual harassment, from some individual or corporate service users (including persons with a close business involvement).

 

We will respond to the opinions and requests of service users in a sincere manner, but we take a firm stance against any acts that constitute customer harassment. Therefore, we have established the “Mynavi Group Basic Policy on Customer Harassment” in order to create a working environment where our employees can be healthy in body and mind and fully demonstrate their individual abilities.

 

Definition of customer harassment

 

Of the complaints and comments made by service users, requests that are not deemed reasonable, or those where the means and manners of achieving the request are inappropriate under normal social conventions, in light of the validity of the request, and risk harming the working environment of Group employees.

 

[Examples of acts that constitute customer harassment]

・Physical attacks (assault, battery, etc.)

・Psychological attacks (threats, slander, defamation, insults, abusive language, denial of dignity, discriminatory words and actions, etc.);

・Intimidating behavior (shouting, surrounding someone with a group of people, etc.);

・Sexual words and actions;

・Sustained or persistent words and actions;

・Restrictive behavior without valid reason (refusal to leave, squatting, confinement, etc.)

・Excessive demands (such as unreasonable demands for apologies, unjustified demands for the return or exchange of goods, and unreasonable demands for compensation);

・Wrongdoing or illegal acts against individual employees of the Group (including stalking (including contact by phone or e-mail), ambushing, taking photos without permission, etc.);

・Defamation on social media and the internet, publication of personal information of Group employees, or publication of audio and images of Group employees without their consent; and

・Any other words and actions that are recognized as being extremely unjust under normal social conventions.

 

Our stance against customer harassment

 

If the Group determines that the demands or words and actions of a service user constitute customer harassment, we will in principle refuse to provide any further services, continue any transactions, or respond to any other requests of that user.

We may also take further action after consulting with the appropriate organizations such as the police and lawyers, as necessary.