HENNGE K.K. and its subsidiaries (collectively, “HENNGE”) have adopted the management philosophy of “Change society through ”Liberation of Technology” since it was founded.
HENNGE aims to change the world by delivering our unique and cutting-edge technologies to a wide range of customers.
In order to realize this management philosophy, it is essential that our employees and other staff work in a safe and secure environment and provide stable services to our customers and business partners. HENNGE has established this “Policy on the Prevention of Customer Harassment” to build good, trusting relationships with our customers and business partners.
Definition of Customer Harassment
Based on the Act on Comprehensive Promotion of Labor Measures and the Ministry of Health, Labor and Welfare’s “Guidelines on Measures to Be Taken by Employers Regarding Issues Arising from the Conduct of Customers or others, in the Workplace,” we define customer harassment as “conduct by Customers or others that, in light of the nature of the work performed by our employees and other staff and other circumstances, exceeds the scope of what is socially acceptable, thereby harming the working environment of employees and other staff.” Here, “Customers or others” refers to individuals who receive or are likely to receive goods or services from HENNGE, our business partners, and other parties closely related to our business operations.
Criteria for Determining Customer Harassment
Based on the above definition, HENNGE determines that an conduct constitutes customer harassment when all of the following three elements are satisfied:
(1) The conduct must be that of Customers or others
(2) The content of Customers or others’ conduct exceeds what is socially acceptable, or the means or manner used to carry out such conduct exceeds what is socially acceptable
(3) The working environment of employees or other staff is adversely affected
Conducts Constituting Customer Harassment
Specifically, the following conducts fall under this category.
Examples of “the content of Customers or others’ conduct exceeds what is socially acceptable”
- Cases where no defects or negligence are found in the products or services provided by HENNGE
- When the content of the request is unrelated to the products or services provided by HENNGE
- Requests that significantly exceed the scope of services stipulated in the contract or other agreements
- Requests that are significantly difficult or impossible to fulfill
- Unreasonable claims for damages
Examples of “the means or manner used to carry out the conduct exceeds what is socially acceptable”
- Physical attacks (assault, bodily injury)
- Psychological attacks (threats, slander, defamation, insults, abusive language, forcing someone to kneel in apology)
- Intimidating words or actions
- Continuous, persistent speech or behavior
- Restrictive behavior (refusal to leave, squatting, confinement)
- Sexual remarks or behavior
- Discriminatory remarks or behavior
- Disclosure of personal information or invasion of privacy
We determine whether a customer’s conduct constitutes customer harassment by comprehensively considering the specific circumstances in accordance with guidelines issued by the Ministry of Health, Labor and Welfare and the Tokyo Metropolitan Government.
External Measures to Prevent Customer Harassment
To prevent customer harassment, we record conversations between customers and our support staff at our support desk.
If we determine that a situation constitutes customer harassment, we will refuse to provide support. Additionally, we may suspend the provision of products or services in accordance with our Terms of Service.
Establishment of Internal Systems to Prevent Customer Harassment
To prevent customer harassment, we establish the following internal systems:
- Clarification of the response system and procedures in the event of customer harassment
- Establishment of an internal consultation service (including cases where we may refer the matter to our legal counsel depending on the situation)
- Providing psychological support to victims and implementing an organized, multi-person response to the words and actions of Customers or others
- Inclusion in internal regulations of provisions regarding the protection of privacy for victims and the prohibition of adverse treatment
- Reporting to the Compliance Committee and consideration of measures to prevent recurrence
- Employee training and awareness campaigns to prevent customer harassment
Employee Responsible
The person responsible for promoting this policy shall be the Chairperson of the Compliance Committee.
Established: October 1, 2024
Revised: April 1, 2026