Establishment of CCC Group Policy on Customer Harassment

2024.07.16 Announcements
Culture Convenience Club Co., Ltd.

-CCC Group Customer Harassment Response Policy-

Introduction

CCC is a company that creates cultural infrastructure. With this mission in mind, we plan a variety of services, including platform businesses, database marketing businesses, businesses related to public services and community coexistence, and propose new lifestyles, striving to treat our customers with sincerity every day.
On the other hand, some of the demands and behavior from customers include violence, behavior that denies the dignity of employees (including executives, hereinafter referred to as "employees"), and sexual harassment. We believe that these acts are serious problems that harm the physical health and dignity of employees and lead to a deterioration of the working environment.
In order to respect the human rights of our employees, the CCC Group has established the "CCC Group Customer Harassment Response Policy."If an employee is subjected to customer harassment, the employee will respond resolutely and be encouraged to report or seek advice from a supervisor. If a report or consultation is made, the CCC Group will respond in an organized manner in accordance with this policy.

Definition of Customer Harassment

Based on the Ministry of Health, Labor and Welfare's "Corporate Manual for Countermeasures against Customer Harassment," the CCC Group defines customer harassment as "anything that could harm the working environment of employees, etc., due to unreasonable requests by customers, etc., or even if reasonable, words or actions that are socially inappropriate."

Examples of customer harassment include, but are not limited to, the following:

・Physical or mental attacks (assault, injury, threats, coercion, slander, libel, insults, abusive language) or intimidating behavior.
・Demands for kneeling or apologies without reasonable grounds
- Prolonged detention, persistent questioning, refusal to leave, staying in the compound, confinement
・Discriminatory speech and behavior, sexual speech and behavior, stalking
- Attacks or demands against individuals working for the CCC Group, or violations of their privacy
・Posting personal information of employees working for the CCC Group on social media, the internet, etc. (publication of photos, audio, video)
・Requests for unreasonable amounts of money or goods, requests for special treatment, requests that are practically impossible or extremely difficult to fulfill, or other requests whose content or nature is deemed extremely inappropriate in light of socially accepted standards.

Attitude towards customer harassment

Based on this policy, if a supervisor or other person determines that a request or behavior from a customer or other person toward an employee or other person constitutes customer harassment, the supervisor or other person will, in principle, refuse to provide further service to the customer. Additionally, we will take appropriate measures, including reporting to the police and pursuing criminal proceedings, as well as legal action, to respond firmly to customer harassment, if necessary.

CCC Group Initiatives

・This policy will clarify our corporate stance and raise awareness among employees working in the CCC Group.
・Establish and implement procedures for dealing with customer harassment
・We will provide training on customer harassment and how to deal with it.
・We will establish a consultation system in case of customer harassment.
・We will prioritize caring for employees who have been victims of customer harassment and take appropriate action.

End