Basic policy on customer harassment
1. Introduction
The OS Group (hereinafter referred to as "the Group"), under the slogan "Turning Feelings into Reality," strives to provide high-quality products and services as a comprehensive systems company that designs people's lives, from the development and manufacturing of AV systems and clean energy-related products to the design, construction, and maintenance of various facilities, and event production.
Our group believes that protecting the physical and mental safety and health of all employees working at all locations, including our "Contact Center" and "Technical Support Center" which respond to inquiries from customers and end-users nationwide, as well as our manufacturing plants, product installation and construction sites, and sales offices, is the foundation for providing our customers with the best possible service on a continuous basis.
Therefore, based on the guidelines of the Ministry of Health, Labour and Welfare, we have established the following basic policy regarding customer harassment within our group, so that our employees can concentrate on their work with peace of mind.
2. Definition of Customer Harassment
In our group, customer harassment refers to requests or complaints from customers (including corporate clients and individual customers) that lack reasonableness in content, or that involve means or methods of fulfilling those requests that are socially unacceptable, and that harm the working environment of our employees.
3. Main actions covered
Due to the nature of the businesses our group provides (product development, manufacturing, sales, installation, maintenance, rental, event management, etc.), we will consider the following actions in particular as customer harassment and will take appropriate action (but are not limited to these).
Abusive language, threats, and intimidating behavior
- Intimidating, abusive, personal attacks, and defamatory remarks made via telephone or email to contact centers or technical support centers.
- Threatening employees with statements such as "I'll expose you on the internet and social media" or "I'll take this to the media."
Excessive demands / Unfair demands
- Making excessive demands for technical guidance that goes beyond the product specifications, warranty, or the scope of our support and maintenance services, or unreasonably demanding free services (repair, replacement, return, etc.).
- At installation and construction sites, forcing unsafe work practices that deviate from pre-agreed design, specifications, safety standards, and laws and regulations.
- Forcing excessively urgent responses that are socially unacceptable (such as immediate response during late nights or holidays).
- Unjustified apologies (such as prostrating oneself) or demands for unfair punishment against specific employees.
Disruption of business operations / Prolonged detention
- Business disruption through unnecessary and persistent repeated phone calls and emails to various service counters.
- Acts that unjustly detain employees for extended periods of time, whether on the phone, at sales offices, or at installation/construction sites or events, thereby hindering the progress of work.
Invasion of privacy and other acts of harassment
- Acts of attempting to improperly obtain employees' personal information, unauthorized photography or recording at installation sites or service counters, and posting such content on social media, etc.
- Other offenses include sexual harassment and discriminatory remarks against employees.
4. Stance on responding to harassment
If any conduct constituting customer harassment is identified, our group will take the following organized and firm action to protect our employees.
Responding to and refusing service
- If we determine that an incident constitutes customer harassment, we will take measures such as suspending customer service (e.g., ending the call), suspending product support, and immediately removing the customer from installation, construction, or maintenance sites and ceasing work.
Suspension of transactions (for corporate customers)
- If a serious act of harassment in violation of this policy occurs at one of our business partners, and the situation does not improve, we may terminate the contract or refuse future business dealings.
Collaboration with external expert organizations
- In cases deemed to be highly malicious and constituting criminal acts (such as extortion, coercion, refusal to leave, or obstruction of business), we will promptly cooperate with external expert organizations such as the police and our legal counsel to take strict action, including legal measures from both civil and criminal perspectives.
5. Establishment of an appropriate internal system
Our group will ensure that this policy is thoroughly communicated to all group companies, and will develop response manuals and conduct training for all employees involved in operators, sales, and on-site construction. We will also strive to operate an internal consultation service that includes mental health support for employees who have been affected.
We ask for your understanding and cooperation regarding this policy so that we can continue to provide all our customers with safe, reliable systems and the best possible technical support.