Basic Policy on Customer Harassment
Familiar Co., Ltd. will celebrate its 75th anniversary in 2025.
We would like to express our sincere gratitude to our customers for their support over the years, and we promise that all of our employees will continue to work hard to realize our corporate philosophy of "creating the potential of children."
We take the valuable opinions and requests of our valued customers seriously and strive to improve our products and services, while also maintaining a working environment where each and every one of our equally valued employees can work with peace of mind.
Tadahiko Okazaki, Representative Director of Familia Co., Ltd.
Definition of Customer Harassment
Based on the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labor and Welfare in 2022, Familiar Co., Ltd. defines the following as customer harassment.
"When a customer's request or behavior is deemed to be unreasonable and the means used to realize the request are not socially acceptable. Furthermore, when it is determined that this may harm the working environment of employees and cause inconvenience to other customers."
<Examples of inappropriate requests>
- When there is no defect or negligence found in the products or services provided by our company
- If the request is not related to the products or services provided by our company
<Examples of specific actions>
- Physical attacks by customers (assault and injury)
- Mental attacks by customers (threats, slander, libel, insults, abusive language)
- Intimidating behavior
- Continuous, persistent behavior
- Restrictive behavior (refusal to leave, staying put, confinement)
- discriminatory speech and behavior
- Sexual behavior
- Attacks and demands against individual employees
- Spreading on social media
- Any act that damages the credibility of the company or its employees
Customer Harassment Response Policy
As a premise, we promise to take seriously any appropriate comments or suggestions from our customers and respond to them courteously.
If we find that your request or behavior constitutes customer harassment, we may suspend our response and the provision of our products and services to you.
Additionally, we will cooperate with lawyers, police, etc. as necessary and take strict measures.
Employee Treatment Policy
We will formulate a method for dealing with customer harassment and make it known to employees by providing information and educational opportunities.
In the event of customer harassment, we will work together within the company to respond and provide psychological support to the employee in question, such as by setting up a consultation desk and utilizing counseling services.