Basic Policy for Dealing with Customer Harassment

Introduction

Ito Kanpo Pharmaceutical Co., Ltd. operates under the slogan "Turning thoughts into reality," and in order to fulfill its mission of "reaching as many people as possible, increasing the number of smiles, and sharing joy with those we cherish," we value our relationships with our customers and strive to provide sincere service to them. To maintain an appropriate working environment for our employees and to continue to have healthy relationships with our customers for many years to come, we have established a basic policy on responding to customer harassment.

Definition of Customer Harassment

The Ministry of Health, Labor and WelfareCorporate Manual for Countermeasures against Customer HarassmentBased on this, the following acts by customers against employees etc. are defined as customer harassment.

Relevant actions

The following are examples and are not limiting.

1. Abusive language, loud voices, insults, discrimination, denial of a person's character, slander, threats, etc.
2. Threatening behavior
3. Unreasonable or excessive demands (demands for compensation or damages beyond the scope of the terms and conditions)
4. Excessive repetition of the same requests or inquiries (long hours of work, making the same complaint multiple times, etc.)
5. Demanding punishment for our employees
6. Unreasonable demands for apology
7. Actions that damage the reputation of the company or its employees (SNS posts, etc.)
8. Violation of the privacy of our employees
9. Sexual harassment

Dealing with Customer Harassment

If we determine that such conduct has occurred, we may refuse to respond to you or provide you with services. In addition, if we determine that the conduct is malicious, we will consult with external experts such as the police and lawyers and take action accordingly.

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