Corporate Information
Tokyo International Forum Basic Policy on Preventing Customer Harassment Against Employees
Customer harassment against employees undermines the character and dignity of the affected individuals, harming their work environment. No one shall engage in such behavior in any setting. Furthermore, prevention efforts must be based on mutual respect between parties on equal footing.
Opinions and requests from service users and others contribute to our business improvements and service enhancements. Tokyo International Forum (“we” “our”) will respond to these carefully and sincerely.
On the other hand, customer harassment—such as abusive language or insulting remarks directed to our employees—not only harms our employees but also impedes our business operations, potentially leading to a decline in service quality.
To continuously provide high-quality services, Tokyo International Forum will firmly address customer harassment against our employees as an organization, protect our employees, and proactively work to prevent any customer harassment.
Article 1: Definitions
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Customer harassment against our employees refers to significant disruptive acts directed to our employees by service users or others in relation to our employees’ duties, which harm our employees’ work environment.
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The “service users or others” in paragraph 1 means all individuals whom our employees interact with, including those receiving services from Tokyo International Forum or those closely related to our operations.
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The “significant disruptive acts” in paragraph 1 include illegal acts such as assault or threats, or unjust acts such as excessive demands without legitimate reason or abusive language.
Article 2: How we handle Customer Harassment
The following measures will be implemented to prevent customer harassment and related issues:
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Establish a system for consultations and reports regarding customer harassment against our employees.
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Establish a system to provide support for our employees who have experienced customer harassment.
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Create a handbook for preventing customer harassment.
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Conduct training and other initiatives to raise awareness.
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Explicitly inform our employees that they must not engage in customer harassment in relation to their duties.
Article 3: Duties of Employees
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Our employees must strive to deepen their understanding of customer harassment and take actions in their workplace to contribute to its prevention. They must also cooperate with the measures outlined in Article 2.
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Our supervisors must strive to maintain a good work environment free from customer harassment. When consulted by our employees, they must respond promptly and appropriately.
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Our employees must not engage in customer harassment in relation to their duties.
Article 4: Matters to Note
In implementing this basic policy, care must be taken not to unduly infringe on the rights of service users or others.
Supplementary Provisions
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This policy shall take effect from December 18, 2025.