Customer harassment policy

Customer harassment policy

1. Introduction

Bengo4.com, Inc. (hereafter the "Company") provides diverse services to achieve its vision: Drive a paradigm shift for the better world. Those services are used by many customers.The valuable opinions of customers are essential for improving the quality of services. However, excessive demands, words and deeds which go beyond the scope of the services provided are identified from time to time.

The Company believes that, to provide services that deliver customer satisfaction exceeding anything achieved before, creating an environment that enables the employees, etc. of the Company or its outsourcing contractors (including dispatched employees; hereafter "Employees, etc.") to work with peace of mind is essential.

Therefore, the Company has formulated its customer abuse policy to develop an environment which enables Employees, etc. to work with peace of mind and establish better relationships with customers.

2. Definition of customer abuse

Based on the content of the Corporate Manual on Measures to Address Customer Abuse by the Ministry of Health, Labour and Welfare of Japan, the Company has defined customer abuse as, "Inappropriate demands from customers, etc. and socially unacceptable words from and deeds by customers, etc. (including violent language, violent deeds, and intimidation) which disrupt the work environment of Employees, etc.

3. Specific examples

Specific deeds that the Company regards to be customer abuse are as follows.

  • ・Violent deeds or words
  • ・Repeated inquiries regarding unreasonable demands
  • ・Spoken or written words which denigrate the integrity of Employees, etc. as human beings or defame them
  • ・Excessive or unreasonable demands which are unjustifiable
  • ・Defamation on social media or other parts of the internet
  • ・Invasion of the privacy of Employees, etc.
  • ・Sexual harassment of Employees, etc.
  • ・Other harassment

The above are some examples only and the list is not meant to be exhaustive.

4. Response to customer abuse

Internal response
  • ・We will provide training on customer abuse and methods of handling it.
  • ・If customer abuse occurs, our top priority is the mental health of Employees, etc.
  • ・We will build a system for responding to customer abuse and work together with external specialists as necessary.
External response
  • ・To prevent customer abuse, we will strive to serve customers cordially and establish civilized relationships with them.
  • ・If customer abuse occurs, we will firmly request the customer's understanding.
  • ・If the above does not solve the problem, customer service may be discontinued without prior notice.
  • ・Problems with customers may be handled by seeking the opinions of police, attorneys or other specialists.

5. Request for customers

The Company will commit itself to building even better relationships with customers.

However, if an act that is considered customer abuse has been identified, the Company will handle it in accordance with this policy.

Your understanding and cooperation are highly appreciated.

Taichiro Motoe
Representative Director, President and CEO
Bengo4.com, Inc. Established: April 1, 2025

Contact information for complaints and consultations
Kurosaki Bldg. 4-1-4 Roppongi, Minato-ku, Tokyo106-0032
Phone+81-3-5549-2555 Fax+81-3-5549-2565
Inquiries accepted 10:00 a.m. – 7:00 p.m.(except for Sat./Sun./national holidays)