Basic Policy on Customer Harassment
The TIS INTEC Group (the "Group"), in accordance with its basic philosophy, "OUR PHILOSOPHY," places great importance on creating an environment in which the Group can provide value to customers and other parties with integrity while ensuring the safety and dignity of all persons working for the Group (collectively, "employees and other personnel").
The Group also believes it is important to establish the necessary systems, in its relationships with customers and other parties, to prevent the working environment of employees and other personnel from being harmed by words or conduct that exceed socially acceptable bounds.
Accordingly, the Group has established this Basic Policy to protect employees and other personnel and to maintain fair and sound relationships with business stakeholders, including business counterparties, business partners, and contractors.
Definition of Customer Harassment
Customer harassment refers to words or conduct by customers or other parties that, taking into account the nature of the duties performed by employees and other personnel and other relevant circumstances, exceed socially acceptable bounds and harm the working environment of employees and other personnel. Customer harassment generally falls into two categories: (1) demands from customers or other parties that lack reasonable basis or validity; and (2) even where the substance of a demand is reasonable, the means or manner used to make or pursue the demand is inappropriate under generally accepted social norms.
Examples of Conduct That May Constitute Customer Harassment
The following are examples of conduct that may constitute customer harassment; however, this list is not exhaustive:
- Physical attacks (assault, violence, bodily injury, etc.)
- Psychological attacks (threats, malicious accusations, defamation, insults, abusive language, etc.)
- Intimidating words or conduct, intimidation by shouting, and excessive demands for apologies, such as demanding a prostration (dogeza)
- Continued or persistent words or conduct, unreasonably prolonged interactions or detention, and repeated demands
- Discriminatory or sexual words or conduct, stalking, and other acts that harm a person's dignity or character
- Personal attacks against employees and other personnel, unreasonable or excessive demands, and demands for responses that significantly exceed the scope of contracts or agreements
- Unauthorized photography, audio recording, or video recording of employees and other personnel or facilities, and prying into or disclosing personal information
- Defamatory or slanderous posts on social media, the internet, or similar platforms, or suggesting or threatening to make such posts that would damage reputation or credit
- Any other conduct that is inappropriate under generally accepted social norms and harms the working environment of employees and other personnel
Response in the Event of Customer Harassment
The Group will seek to resolve issues through reasonable and rational dialogue. However, if the Group determines that a customer or other party's demands, words, or conduct constitute customer harassment, the Group may take firm action to protect employees and other personnel, including by temporarily suspending its responses, refusing to provide any further response, suspending the provision of products or services, reviewing the contractual relationship as necessary under the applicable contract, or suspending or terminating transactions.
If the conduct in question is determined to constitute a criminal act or malicious or egregious conduct, the Group will take appropriate action in cooperation with the police, attorneys, and other relevant organizations and professionals.
Please note that, as a customer harassment countermeasure, the Group may record conversations with customers and other parties.
Response Measures for the Group's Employees and Other Personnel
The Group will establish a framework to ensure that consultations and reports from employees and other personnel regarding customer harassment are handled promptly and appropriately. If employees or other personnel experience customer harassment, the Group will give the highest priority to caring for the affected person and will provide appropriate support and measures to prevent recurrence, taking into account the person's physical and mental condition and work-related needs.
The Group will provide training and disseminate information on customer harassment and appropriate response methods.
The Group will also conduct training and awareness-raising activities to ensure that its employees and other personnel respect fair and equal relationships with business stakeholders, including business counterparties, business partners, and contractors, act appropriately in light of contractual terms and agreements, and refrain from making demands or taking actions that exceed socially acceptable bounds. If such conduct occurs, the Group will take corrective measures as necessary.