Basic Policy toward Customer Harassment

The Fujita Kanko Group follows the corporate philosophy of “Contributing to the well-being of society by providing hospitable services and places where people can relax, refresh and revitalize.” As such, we seek to provide hospitality that brings unexpected joy to guests through consideration and kindness much like that given to family, inspiring appreciation.

In order to achieve this, we believe it is important to create an environment where the mental and physical health of each employee is maintained, their dignity is respected, and they can devote themselves to their work with peace of mind. To welcome and serve our guests with a sincere smile, and to build a better relationship with them, we have decided to establish and announce our Basic Policy toward Customer Harassment.

The policy is not intended to exclude the important opinions of our guests, but rather to ensure that our employees continue to work in a healthy environment in which they can provide increasingly better service. We appreciate your understanding and cooperation with the policy.

  • 1. Definition of customer harassment

    The decision is based on the following definition as stated in the Manual for Companies Responding to Customer Harassment (February 2022), published by the Ministry of Health, Labour and Welfare:
    “Complaints and actions by customers that are socially unjustifiable in terms of the means and manner of responding to the complaint or action in light of its validity, and that harm the working environment of workers as a result of the means and manner of achieving it.”

  • 2. Applicable actions

    Based on the Customer Harassment Prevention Company Manual published by the Ministry of Health, Labour and Welfare.
    https://www.mhlw.go.jp/content/11900000/000915233.pdf
    Applicable actions are not limited only to the following:

    （１） Unreasonable demands by customers

    • 1. When no defect or negligence (fault) is found in the services of the company.
    • 2. When the request is unrelated to the services provided by the company.

    （２） Demands for which the means and manner of realization would be socially unjustifiable

    • 1. Physical assault (violence, injury)
    • 2. Emotional assault (threats, defamation, slander, insult, verbal abuse)
    • 3. Intimidating language and behavior
    • 4. Demands of kneeling
    • 5. Continuing, persistent language and behavior
    • 6. Confining actions (Refusal to leave, sitting in place, stalking, confinement, lengthy reprimands)
    • 7. Discriminatory language and behavior
    • 8. Sexual harassment
    • 9. Attacks or demands toward individual employees (example: Filming employees’ faces or name cards without permission)
    • 10. Invasion of privacy

    （３） Demands of quality beyond a reasonable level for services provided

    • 1. Demands for exchange of products
    • 2. Demands for monetary compensation
    • 3. Demands for apology (excluding kneeling)

    （４） Other offensive behavior by customers

    • 1. Posting personal information of employees on social media or the internet
    • 2. Posting slander regarding our facilities or employees on social media or the internet
    • 3. Following or inappropriately contacting our employees (example: Demanding disclosure of personal information, taking unauthorized photographs, following, etc.)

  • 3. Response to customer harassment

    We reserve the right when necessary to refuse use of our facilities in the case of any behavior that constitutes customer harassment. In cases of malicious behavior, we will take strict measures, including legal action, in cooperation with outside organizations such as legal offices and police.
    As we continue to make every effort to provide services that satisfy our guests, we appreciate your understanding and cooperation with this policy.

June 30th, 2025
Fujita Kanko Inc.

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