1. Introduction
As drugstores, dispensing pharmacies cosmetics stores, and variety stores, the SUNDRUG Group believes that it is our management mission to provide peace of mind, reliability, and convenience, and we strive every day to satisfy our customers based on our Corporate Philosophy to “create good cheer and fun in daily life to realize healthy, rich lives for the Japanese people,” which is our Corporate Philosophy.
However, some customers make unreasonable demands and behave in ways that exceed the boundaries of social acceptability. In order to create a safe working environment where the human rights of all employees working at the SUNDRUG Group are protected, we have established a Basic Policy on Customer Harassment.
2. Definition of customer harassment
Based on the Ministry of Health, Labour and Welfare’s “Corporate Manual for Countermeasures against Customer Harassment,” the Group defines customer harassment as follows:
“Complaints or behavior by customers that, in terms of the validity of the demands, are socially inappropriate in terms of their means or manner, and harm the working environment of employees.”
3. Applicable acts
The policy applies to the following acts, including but not limited to:
・Requests regarding defects or faults not recognized in the products or services provided by the Company
・Requests that are unrelated to the products or services provided by the Company
・Physical harassment (assault or injury)
・Psychological harassment (threats, slander, defamation, insults, or abusive language)
・Intimidating behaviors (loud threats, profanity, abusive language)
・Demands for prostration
・Continued (repeated) persistent (tenacious) behaviors
・Restrictive acts (refusal to leave, remaining in place, confinement)
・Discriminatory behaviors
・Sexual behaviors
・Attacks or demands made against individual employees (defamation on social media, stalking, violation of privacy)
・Demands or extortion for money, etc. (unreasonable demands)
・Photographing or videoing employees, or making audio recordings, without permission
・Any behavior that causes inconvenience to other customers, or that interferes with the Company’s operations
・Entering or loitering in areas off-limit to anyone other than restricted personnel
4．Responding to customer harassment
While we respond to customer opinions and requests in good faith, we will take firm action to protect each and every employee if we determine that customer harassment has occurred.
If a reasonable solution is difficult, we may refuse future entry or future transactions. If we determine that the behavior constitutes severe customer harassment, we will take strict action in consultation with the police, lawyers, and others.
5. SUNDRUG Group’s Request to Customers
We will continue in our endeavors to improve our services and create better stores.
However, in the unlikely event that a customer engages in behavior that constitutes customer harassment, we will take firm action in accordance with this policy. We appreciate your understanding and cooperation.