AISIN Group “Basic Policy on Customer Harassment”
In order to realize our company principle, “Inspiring ‘movement,’ creating tomorrow” based on the idea of “customer-first”, AISIN Group is working on to consider the opinions of every person related to our business, including our customers (hereinafter, “Customers”), in order to improve our business.
In addition, we are aware of our important duty to protect the human rights of every employee, the biggest asset of AISIN Group, and maintain a secure working environment.
In case we face requests, words, and behaviors of Customers, in socially unacceptable manner, we have established the basic policy as follows.
Definition of Customer Harassment
AISIN Group defines customer harassment as, “requests, words, and behaviors of Customers, which lack appropriateness, or which is appropriate but the means or manner to realize such request is unreasonable from the aspect of social norms, and personal attack or request that deteriorates the working environment”.
In more details, including but not limited to the following acts:
- Verbal abuse, violence;
- The act of threatening, intimidating, or coercing;
- The act of stalking , infringement of privacy, sexual harassment;
- Insulting or slandering words, or statement denying personal dignity;
- Request for services or responses beyond the social norms;
- Request for apology without rational reason;
- Detaining in terms of time and place by repeating the same requests, etc.; or
- Slandering on social media or internet.
If we have recognized a customer harassment, we regret that we may refuse to do business with or respond to Customers.
Also, for vicious cases, we will take appropriate countermeasures with the cooperation of external experts, such as police and attorneys.