1. Introduction
DHA Corporation Co., Ltd. (hereinafter referred to as “the Company”) strives daily to deliver products that satisfy all customers and provide sincere customer support through our telecommunication brand “DHA MOBILE” (Nippon SIM / DHA SIM), which provides high-quality mobile services, and our food & beverage brand “Teagraphy,” which delivers rich food culture.
We take valuable opinions and feedback from our customers sincerely and utilize them to improve our services and product quality. However, if any conduct exceeding socially accepted standards or behavior that threatens the safety and dignity of our employees and workforce (including directors, full-time, contract, dispatched, and part-time/temporary staff; hereinafter referred to as “Employees”) occurs during operations or support interactions, we believe it must be addressed appropriately.
Ensuring an environment where Employees can work safely and with peace of mind—both physically and mentally—is an essential foundation for continuing to provide stable, high-quality services to all customers. To protect the dignity of our Employees and maintain sound business relationships, we have established this “Basic Policy Against Customer Harassment.”
2. Definition of Customer Harassment
Any statement, action, or demand from a customer that lacks validity, or where the means and manner of making the demand are inappropriate by socially accepted standards, thereby impairing the working environment of Employees.
■ Applicable Conduct Examples
The following examples are illustrative and not exhaustive:
- Abusive language, intimidation, threats, or coercive demands
- Harassment, discriminatory, or sexually inappropriate remarks and actions
- Excessively prolonged telephone calls, refusing to leave the premises, or persistent/repetitive inquiries
- Defamation or slandering on social media, review sites, or the Internet
- Demanding excessive apologies (such as kneeling/dogeza) or demanding personal attacks and penalties against individual employees
- Demanding product exchanges, refunds, or compensation without legitimate grounds
- Making impossible or unreasonable requests that exceed Company rules and acceptable commercial standards
*The definitions and examples above are formulated in accordance with the “Manual for Preventing Customer Harassment in Enterprises” issued by the Ministry of Health, Labour and Welfare of Japan.
3. Response to Customer Harassment
While our primary stance is to respond calmly and sincerely to customer concerns, if the Company determines that an act constitutes customer harassment, we may refuse further business transactions or terminate customer support to safeguard the safety and well-being of our Employees. Furthermore, for malicious acts or cases deemed difficult to resolve peacefully, we will take appropriate measures, including consulting legal counsel or contacting the police.
4. Internal Initiatives
To maintain a secure and healthy workplace environment, the Company provides education, training, and awareness programs regarding this policy to all Employees. In the unlikely event that an incident occurs, we place top priority on providing physical and mental care to affected Employees.
5. Request to Our Customers
We would like to express our deepest gratitude to the vast majority of our customers who use our services and products with warm understanding, fairness, and mutual respect on a daily basis.
To ensure that we can continue offering high-quality services with confidence, and to foster a fair and respectful community together, we kindly ask for your continued understanding and cooperation with this policy.
End of Policy
