Basic Policy on Customer Harassment
DMC Travel (hereinafter referred to as “the Company”) listens sincerely to our customers’ requests and strives to provide high-quality products and services as a travel company affiliated with the Japan Association of Travel Agents (JATA), to earn and maintain our customers’ trust and expectations.
However, unfortunately, among the feedback and requests we receive, there are some that constitute serious nuisance behavior such as threats, abusive language, or excessive demands beyond the bounds of common sense. Such behavior not only worsens the working environment of employees (Note), but may also inconvenience or disturb other customers.
In light of this situation, we have established this “Basic Policy on Customer Harassment” to protect the human rights of each employee and to ensure the continued provision of high-quality services.
However, unfortunately, among the feedback and requests we receive, there are some that constitute serious nuisance behavior such as threats, abusive language, or excessive demands beyond the bounds of common sense. Such behavior not only worsens the working environment of employees (Note), but may also inconvenience or disturb other customers.
In light of this situation, we have established this “Basic Policy on Customer Harassment” to protect the human rights of each employee and to ensure the continued provision of high-quality services.
(Note)
“Employee” refers to anyone engaged in the business, including company executives, freelancers, and others involved in operations, not limited to regular employees.
Basic Policy on Customer Harassment
When our employees are subjected to acts that constitute customer harassment, the Company will respond sincerely but firmly, and take action as an organization. At the same time, we will take necessary measures to ensure that our employees themselves do not engage in acts of customer harassment.
Definition of Customer Harassment (as defined by the Japan Association of Travel Agents)
“Among complaints or behaviors from customers or third parties including business partners, those whose means or manner of pursuit, judged in light of the reasonableness of the demand, are socially inappropriate, and by which the employee’s working environment is physically or mentally harmed” are considered to constitute customer harassment.
Examples of Acts Constituting Customer Harassment
①
Unreasonable Detainment
Detaining employees for a long time, refusing to leave, or keeping them on the phone excessively.
②
Repeated Demands
Persistently repeating the same claims, nitpicking until demands are met, or repeatedly sending excessive requests or inquiries by email that disrupt normal operations.
③
Verbal Abuse
Shouting loudly, making threats, using insulting words such as “idiot,” denying one’s character, defaming, or making discriminatory remarks.
④
Physical Violence
Hitting, kicking, grabbing, slapping, intentionally bumping, throwing objects, or damaging store facilities and equipment.
⑤
Threats, Intimidation, or Coercion
Making threats such as “I’ll kill you,” implying ties with antisocial groups, or threatening to post on social media or leave negative reviews.
Forcing unreasonable compensation, service upgrades, or re-providing travel services without valid reason.
Forcing unreasonable compensation, service upgrades, or re-providing travel services without valid reason.
⑥
Abusing Authority or Social Status
Using one’s position or status to make unreasonable demands, insisting on special treatment, or forcing apologies or prostration in writing or in person.
⑦
Contact Outside Business Hours
Demanding responses during holidays or after hours, summoning employees to private places without valid reason, or insisting on private meetings.
⑧
Defamation on SNS or Online
Posting defamatory, privacy-infringing, or reputation-damaging information about employees or the company on social media or websites.
⑨
Sexual Harassment
Unwanted touching, stalking, waiting outside workplaces, making sexual remarks, obscene behavior, or taking photos/videos without consent.
⑩
Demands or Attacks Related to Personal Information
Pressuring employees to disclose personal information, taking unauthorized photos, videos, or recordings, or personally attacking individuals.
Demanding the dismissal or punishment of specific employees.
Demanding the dismissal or punishment of specific employees.
⑪
Disrupting Group Tours or Interfering with Guides
Disobeying instructions from tour guides, disturbing the order of group activities, or taking actions that hinder safe and smooth operation of the tour.
⑫
Unauthorized Entry into Workspaces
Entering workspaces (such as behind counters) without authorization or valid reason.
*
These are examples only; customer harassment is not limited to these acts.
Response to Customer Harassment
If the Company determines that a customer’s behavior constitutes customer harassment, we may issue a warning or discontinue service to protect our employees. In cases where a travel contract exists, we may cancel the contract or refuse service based on our travel terms and conditions. We may also report to the police or take legal action as necessary.
Support for Employees
To ensure prompt and appropriate responses to customer harassment, we conduct employee training and have established an internal response manual and system.
We also cooperate with external organizations such as the police and lawyers for proper handling.
We also cooperate with external organizations such as the police and lawyers for proper handling.
Request to Customers
The vast majority of our customers enjoy our services without any such incidents. However, if customer harassment is confirmed, we will respond firmly in accordance with this policy.
We will continue to make every effort to provide higher-quality services and greater customer satisfaction. We sincerely appreciate your understanding and cooperation.
