Our Basic Policy on Customer Harassment
Introduction
Guided by our corporate message of “Innovating GENKI for Tomorrow,” the Alinamin Pharmaceutical Group seeks to contribute to the vibrant daily lives of customers from a diverse cross-section of society by providing excellent, high-quality products and services and trustworthy information.
To this end, we believe it is absolutely essential to create a working environment in which the human rights of our employees and others are respected and in which each individual can demonstrate his/her full potential. We have thus established our Basic Policy on Customer Harassment in order to maintain such a working environment.
Definition of Customer Harassment
In accordance with the Corporate Manual on Measures against Customer Harassment published by Japan's Ministry of Health, Labour and Welfare, the Group defines customer harassment as “Complaints and behavior from customers (including business partners), where the means and manner of achieving the request are socially unacceptable in light of the appropriateness of the content of the request, thereby harming Group employees’ working environment.”
Examples of behavior that constitutes customer harassment
The following are examples, and the list is not intended to be exhaustive.
- Physical aggression (assault, injury)
- Psychological aggression (threats, slander, defamation, insults, verbal abuse)
- Intimidating, continuous, and persistent words or actions
- Restrictive behavior carried out over a prolonged period of time
- Actions that damage trust in the company or its employees through social media posts, etc.
- Other actions that constitute harassment
- *Demands for product exchanges, financial compensation, or apologies may also be considered unreasonable depending on the appropriateness of the demand.
Responding to Customer Harassment
If the Company determines that actions taken against the Company’s employees, etc. meet the definition of customer harassment, then the Company shall respond firmly as an organization.
In cases of malicious customer harassment, we may terminate future dealings with the offender, and in cooperation with the police, lawyers, etc., we may also take civil or criminal legal action.