Introduction
GLBB Japan Co., Ltd. (hereinafter "the Company") operates under its corporate mission, "Our Mission :: To Connect," and aims to realize a better network environment for all, whether businesses or individuals.
The Company takes the opinions and requests of our customers seriously and works every day to improve our services so that customers can use them with satisfaction.
However, we occasionally observe acts that constitute customer harassment, such as verbal abuse and unreasonable demands, directed at our employees, employees of our contractors, temporary workers, and others (hereinafter "employees, etc.") by a very small number of customers.
In order to deliver stable services to our customers, to respect the human rights of our employees, etc. and ensure a safe and secure working environment for them, the Company has established this "Policy on Customer Harassment."
Definition of Customer Harassment
Based on the Ministry of Health, Labour and Welfare's "Manual for Corporate Measures Against Customer Harassment," the Company defines "customer harassment" as any complaint or conduct by a customer in which the content of the demand lacks validity, or the means or manner of realizing the demand is inappropriate in light of social norms, and which, by such means or manner, harms the working environment of employees, etc.
We will continue to respond sincerely to the legitimate opinions and requests of our customers.
On the other hand, if we determine that conduct constitutes customer harassment, we will respond firmly.
Examples of Acts Constituting Customer Harassment
The following are examples and are not exhaustive.
- Demands that go beyond the scope set out in contracts, terms and conditions, or rules, and that call for services excessive by social standards
- Demands for an apology from the Company, or demands for punishment of employees, etc., without reasonable grounds
- Prolonged restraint of employees, etc. through excessive repetition of the same request or complaint
- Defamation or slander on social media or the internet
- Verbal abuse, intimidating behavior, statements that deny a person's character, invasion of privacy, and threatening acts
- Discriminatory or sexual remarks or conduct
- Injury, assault, intimidation, threats, extortion, or attempts thereof
- Coercion, insults, damage to credibility, obstruction of business, and forcible obstruction of business
- Trespassing and refusal to leave
- Any other act similar to the above that the Company determines to be customer harassment
Response When Customer Harassment Occurs
- If conduct or acts constituting customer harassment are identified, the Company will respond firmly in order to protect our employees and may decline to provide products or services or to respond to the customer, as necessary.
- If we determine the conduct to be malicious, we will work with relevant authorities such as the police and attorneys, and take strict action, including legal measures.
Main Initiatives to Protect Employees, etc.
To respond promptly and appropriately when customer harassment occurs, the Company will undertake the following as necessary
- Establishing a point of contact where employees, etc. can seek advice, and building a framework for cooperation with external organizations such as attorneys and the police
- Establishing response methods and procedures, and preparing a response manual
- Providing training on knowledge about customer harassment and how to deal with it
- Providing mental and physical care for employees, etc. when an incident occurs, and implementing measures to prevent recurrence
We appreciate your understanding and cooperation.
Date of enactment: October 1, 2026