Basic Policy on Customer Harassment

Basic Policy on Customer Harassment

Mercure Kyoto Station strives each day to satisfy our guests by providing heart-felt, pleasant service. On the other hand, we will act resolutely and systematically against customer harassment as it is extremely detrimental to the human rights of our employees and the working environment.

 

1. Definition of Customer Harassment

Customer harassment is defined as “complaints and behaviors from customers, etc., where the methods and manner employed to achieve the demands, in light of the reasonableness of the content of such demands, are deemed inappropriate according to societal norms, and such methods and manner harm the working environment of workers,” as stated in the “Customer Harassment Countermeasures Corporate Manual” published by the Ministry of Health, Labour and Welfare.  Specific examples include, but are not limited to, those outlined below.

 

2. Examples of acts subject to this policy

(a)Requests that lack reasonable grounds or justification

(i)         No defect or negligence is found in the services or products

(ii)        The demands are not related to the service or product

 

(b) The methods or behaviors to achieve the demand deemed inappropriate according to the societal norms.

(i)         Physical assault (assault and injury)

(ii)        Psychological attacks (threats, defamation, slander, insults, verbal abuse)

(iii)       Intimidating language and behavior

(iv)       Demanding apologies in the form of kneeling

(v)        Continuous (repeated), and persistent (insistent) behavior

(vi)       Restrictive behavior (refusal to leave, remaining on-site)

(vii)      Discriminatory language and behavior

(viii)     Sexual language and behavior

(ix)         Attacks or demands directed at individual employees (forcing them to meet outside the workplace or forcing accompaniment or intruding upon their privacy)

(x)          Demands for internal disciplinary actions such as dismissal of employees (which may be considered unreasonable in light of the appropriateness of the request)

(xi)       Unreasonable request for the exchange of goods

(xii)        Unreasonable demands for compensation in the form of goods, cash, vouchers, points, or other benefits.

(xiii)     Unreasonable demand for apologies

(xiv)     Various other forms of harassment

 

(c) Other nuisances

(i)         Defamation and slander on social media or online platform

(ii)          Repeated phone calls or emails (1) Examples of cases in which the content of a request from a customer or other person lacks validity

 

3. Our Response to Customer Harassment

In the event of conduct that constitutes customer harassment, we will take firm action to protect our employees and, if necessary, may refuse use of our facilities. In addition, we will cooperate with external organizations such as the police and lawyers, and take strict legal actions accordingly.

 

To Our Valued Guests

Mercure Kyoto Station aims to satisfy our guests by providing an excellent heart-felt service. However, in the unlikely event that any behavior that constitutes customer harassment is observed, we will take action in accordance with this basic policy.  Thank you very much for your understanding and cooperation in this matter.

 

July 2025

General Manager