Basic Policy on Customer Harassment
1. Basic Philosophy
The Sumitomo Warehouse Group (hereinafter the "Group") aims to remain a corporate group trusted by Customers and Related Parties through our comprehensive logistics services, including warehousing, harbor transportation, and international transportation, as well as our real estate business. In this context, the opinions and requests we receive from Customers and Related Parties are valuable for improving the Group's services, and we strive to respond to them sincerely to earn further trust.
On the other hand, conduct or remarks by Customers and Related Parties that exceed socially acceptable limits undermine the dignity of Employees and Other Personnel, impair a safe and sound working environment and negatively impact our smooth business operations. To respect the human rights of Employees and Other Personnel, protect their physical and mental health, and continue providing high-quality services to our customers, we will respond to customer harassment resolutely and systematically.
(In this Policy, "Customers and Related Parties" includes customers, business partners, and other parties involved in our business and “Employees and Other Personnel” includes employees, temporary agency workers, and other personnel engaged in work under the direction and supervision of the Group.)
2. Definition of Customer Harassment
The Group defines customer harassment as any conduct or remarks by Customers and Related Parties directed at Employees and Other Personnel that fall under either of the following, in light of the nature of the duties performed by Employees and Other Personnel and other circumstances:
(1) The content of the conduct or remarks exceeds socially acceptable limits,
(2) The means or manner used to pursue a demand exceeds socially acceptable limits,
and thereby infringe upon the human rights of Employees and Other Personnel, harm their physical or mental health, or severely impact the working environment or business operations.
Examples of customer harassment include, but are not limited to, the following:
(1) The content of the conduct or remarks exceeds socially acceptable limits,
a. Demands unrelated to the services provided by the Group
b. Demands that significantly exceed the contract terms or the scope of services.
c. Demands for financial compensation, special treatment, or other concessions without reasonable grounds
(2) The means or manner used to pursue a demand exceeds socially acceptable limits,
a. Physical or mental attacks (e.g., assault, abusive language, intimidation, discriminatory or sexual conduct or remarks)
b. Continuous or restrictive conduct or remarks (e.g., restricting an employee for long periods, refusing to leave the premises, persistent phone calls)
c. Attacks or harassment directed at individuals (e.g., defamation, unauthorized disclosure of personal information)
The above acts include not only those conducted in person, but also those conducted via telephone, email, social media (SNS), internet posts, or any other means.
3. Stance on Responding to Customer Harassment
If the Group determines that conduct or remarks constitute customer harassment, we may cease our response to the Customers and Related Parties involved, and we reserve the right to refuse future use of our services or business transactions.
Furthermore, if malicious or criminal acts are identified, we will cooperate with the police, legal counsel, and other relevant authorities to take appropriate action, including legal measures.
4. Initiatives by the Group
To protect Employees and Other Personnel from customer harassment and maintain a safe and sound working environment, the Group will promote necessary initiatives, such as establishing a consultation and reporting system, developing response procedures, and implementing education and training.
In addition, the Group respects the human rights of Customers and Related Parties, and we will strive to ensure thorough education and guidance so that Employees and Other Personnel do not engage in customer harassment or any similar acts.