1. Introduction
Millet Mountain Group Japan Co., Ltd. is committed to creating an environment where all customers, employees, and stakeholders are respected, guided by our philosophy: “Rooted in a deep respect for mountains, we support each individual’s challenges and nurture connections between people and mountains, as well as between people, while protecting this irreplaceable natural environment and passing it on to future generations.”
The feedback we receive from customers is extremely valuable for improving our products and services and enhancing quality.
However, if the demands, words, or actions of some customers are significantly unreasonable by social standards, they may deteriorate the working environment for our employees or harm their physical and mental well-being.
We believe that ensuring an environment where employees can work safely and with peace of mind will lead to better service and improved quality for our customers. Therefore, we have established this “Basic Policy on Customer Harassment.”
2. Definition of Customer Harassment
At our company, customer harassment is defined as “demands, words, or actions from customers that unreasonably obstruct our business or constitute significant nuisance behavior toward our employees, thereby harming the employees’ working environment.”
This includes, but is not limited to, the following actions:
＜Actions deemed to constitute customer harassment＞
- Detaining employees for extended periods (refusing to leave, loitering, or unlawful confinement) or persistently repeating such actions
- Physical or mental attacks (assault, threats, verbal abuse, slander, intimidating words or actions, etc.)
- Socially inappropriate demands, such as requiring an employee to prostrate themselves
- Unreasonable demands for money, excessive demands for service, or coercion to provide goods or services free of charge
- Actions that violate the privacy of employees
- Slander and defamation on social media or the internet
- Discriminatory or sexual words or actions
3. Response to Customer Harassment
- We will prioritize the physical and mental health and safety of our employees in our response.
- We will deepen our employees’ understanding of customer harassment and improve their ability to respond to it.
- When resolving issues, we will engage in reasonable and rational discussions. However, if we determine that customer harassment is occurring, we may discontinue the interaction and refuse to provide further services.
- Furthermore, if the behavior is deemed malicious, we will take firm action in cooperation with the police and external experts (such as lawyers).
Millet Mountain Group Japan Co., Ltd. will continue to take legitimate customer requests and opinions seriously and respond to them sincerely, while striving to provide high-quality products and services.
Millet Mountain Group Japan Co., Ltd.
President and Representative Director Per Rasmussen
