1. Introduction

Mori Trust Co., Ltd. and its group companies (hereinafter referred to as the “Mori Trust Group”) strive to respond sincerely to the needs of our customers and to provide services with an even higher level of satisfaction under our corporate slogan, “Create the Future.” We also regard the opinions and requests we receive from customers as invaluable opportunities for improving our services and enhancing their quality.

On the other hand, some customers’ demands and behaviors which include the abusive language, threats or acts of violence that deny integrity and character as employees of the Mori Trust Group, can undermine the dignity of our employees. Such conduct, which is clearly unacceptable in light of social standards, not only deteriorates the working environment of employees but may also have a serious adverse impact on the provision of safe and reliable services.

For this reason, the Mori Trust Group believes that ensuring a safe working environment enables employees to perform their duties with peace of mind and ultimately contributes to building better relationships with our customers. Accordingly, we have established this “Basic Policy on Customer Harassment.”

Please note that some group companies within the Mori Trust Group have established their own basic policies on customer harassment in consideration of their respective business activities. In such cases, those group companies will respond in accordance with their own policies.

2. Definition of Customer Harassment

Based on the “Customer Harassment Prevention Corporate Manual” published by the Ministry of Health, Labour and Welfare of Japan, the Mori Trust Group defines customer harassment as:
“Complaints and behaviors from customers, business partners, or other related parties, where the means and manner employed to fulfill the demands, in light of the validity of the content of such demands, are deemed unacceptable according to social standards, and where such means and manner cause harm to the working environment of employees.”
Specific examples of customer harassment include, but are not limited to, the following:

• Demands that clearly lack validity
  (e.g., when no defects or negligence are found in the products or services provided by the Mori Trust Group, or when the content of the demands is unrelated to such products or services)
• Physical attacks (assault, bodily injury)
• Psychological attacks (threats, slander, defamation, insults, abusive language)
• Intimidating language or behavior
• Demanding apologies in the form of kneeling
• Continual (repeated) or persistent (insistent) behavior
• Restrictive actions (refusal to leave, squatting, confinement)
• Discriminatory language or behavior
• Sexual language or behavior
• Personal attacks or demands directed at individual employees
  (forcing them to meet outside the workplace or forcing accompaniment or intruding upon their privacy)
• Demands for internal disciplinary actions such as dismissal of employees
• Unreasonable demands for the exchange of products
• Unreasonable demands for compensation in the form of goods, cash, vouchers, points, or other benefits.
• Unreasonable demand for apologies
• Defamation and slander on social media, online platform or internet
• Repeated phone calls or emails
• Various other forms of harassment

3. Response to Customer Harassment (Internal Measures)

• When an employee is subjected to customer harassment, the Mori Trust Group will prioritize the care and well-being of the employee.
• We will provide employees with training in knowledge of customer harassment and appropriate response methods.
• We will clearly communicate to employees our policy that they must not engage in customer harassment toward employees of other companies when acting as customers or business partners.
• We will establish support system including setting up a dedicated consultation desk for customer harassment and coordinating with the police, lawyers, and other relevant parties.

4. Response to Customer Harassment (External Measures)

• While we engage in reasonable and rational discussions to resolve issues, if the Mori Trust Group determines that a certain conduct constitutes customer harassment, we may terminate our response and refuse to provide further services.
• Furthermore, in cases deemed to be particularly malicious, we will take resolute action in cooperation with the police and external experts such as lawyers.

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