Customer Harassment Policy
Introduction
Kansai Airports Retail & Services ("KRS") have formulated this Customer Harassment Policy based on Kansai Airports Group's "Approach to Customer Harassment" with the aim of providing all customers using the airport with a safe, secure and comfortable experience, as well as ensuring that our employees can work in a secure environment.
Basic policy
KRS aims to provide a service with a higher level of satisfaction by meeting the trust and expectations of our customers. And thus, we respond to our customers with sincerity. However, customer harassment may damage the character and dignity of employees and disrupt the working environment. KRS will respond firmly and systematically to such words and actions to respect the human rights of each and every employee.
Definition of customer harassment
We define customer harassment as any complaint or remark made by a customer or business partner, etc., in which the means or manner of achieving the request is considered inappropriate considering the validity of the request, and the working environment of the employee is harmed by such means or manner.
Examples of such behavior
● Physical attacks: Assault and battery.
● Psychological attacks and intimidating behavior: Verbal abuse, shouting, insults, and slander.
● Discriminatory behavior: Based on nationality, gender, appearance, etc.
● Sexual harassment
● Repeated or persistent behavior
● Restraining behavior: Refusing to leave, staying in place, or making prolonged complaints
● Unauthorized entry: Into business areas such as counters and offices
● Attacks on or demands made to individual employees: Demands for internal punishment such as disciplinary action, etc.
● Obtaining personal information: Such as photographs of employees (including video filming or audio recording) and posting or publishing this information on social media
● Unreasonable demands: Demands that go beyond legal responsibility, demands, that are not related to the services provided by KRS, or lack validity (including demands made although no defects or negligence are found in our products or services)
● Unfeasible demands: Excessive monetary compensation, etc.
● Individual or position-specific demands
● Demanding the dogeza-style apology
The examples of behavior above are based on the "Customer Harassment Countermeasures Company Manual" published by the Ministry of Health, Labor and Welfare. The examples are for illustrative purposes only, and customer harassment is not limited to these examples. The examples also include behavior that constitute a criminal offense.
Request to our customers
KRS will take a firm stance against customer harassment, including the following actions.
● Suspension of services and refusal of the use of or visit to our store in the future
● Strict action, including legal action, in cooperation with the police and outside experts (lawyers, etc.)
As a business operator at the airports used by visitors from Japan and overseas, we strive every day to provide safe, secure and convenient services. Thank you for your understanding and cooperation.
Kansai Airports Retail & Services
