Introduction

As the best partner for our customers, the OSADA Group seeks to always be there for them and to continue to serve them. An environment in which each and every employee can work with peace of mind is essential to achieving that goal. We have formulated a Policy on Harassment by Customers to create an environment in which employees can work comfortably and find fulfilment in their work.

Basic Policy

As the best partner for our customers, the OSADA Group will always be there for them and continue to serve them. That said, we consider harassment of our employees by customers to be a serious violation of their human rights and a threat to their working conditions. We will take firm action against it and address it systematically.

Definition of Harassment by Customers

We define "harassment by customers" as "in light of the legitimacy of a customer's request, any means or method of fulfilling that request as would be inappropriate and which would thus violate the human rights of employees and threated their working conditions."

(Behaviors Constituting Harassment)

• Physical or mental attacks (assault, injury, threats, slander, defamation, insults, abusive language)
• Intimidating speech or behavior, demanding someone kneel in apology (loud threats, verbal abuse)
• Persistent or relentless speech or behavior (repeated phone calls, multiple complaints)
• Restrictive speech or behavior (prolonged phone calls, refusing to leave, confinement)
• Discriminatory or sexual speech or behavior
• Attacks on or demands directed at individual employees
• Excessive demands (demands for monetary compensation based on false claims, demands for an exchange of products)

These examples are illustrative; harassment by customers is not limited to those listed.

Response to Incidents of Harassment by Customers

• If speech or behavior by a customer is deemed to constitute harassment, we will take firm action to protect our employees and we may, if necessary, refuse to provide products or services to or to serve that customer.
• If we determine that the behavior is malicious or constitutes a criminal act, we will cooperate with external experts such as the police or lawyers and respond vigorously, to include legal action.