1. Introduction
HAPPO-EN Co., Ltd. cherishes its business objective of "making Japan's landscapes, culture, and people's hearts even more beautiful. Making Japan beautiful," and has provided heartfelt hospitality to each and every customer through weddings, banquets, restaurants, MICE events, regional development, and cultural experience programs.
We take customer feedback and requests seriously as valuable input for improving our services, and we will respond to them with integrity.
On the other hand, if we receive demands or actions from customers that are socially unacceptable, and this damages the dignity and integrity of our officers, employees, and related parties, and disrupts the work environment and business operations, we believe it is necessary for the organization to respond with a firm stance, as this could also cause inconvenience to other customers.
While valuing healthy and honest relationships with our customers, and in order to continue satisfying our customers, we respect the human rights of our employees and protect an environment in which everyone working at our company can work with peace of mind. Therefore, we have established the following basic policy regarding customer harassment.
2. Definition of Customer Harassment
Based on the Ministry of Health, Labour and Welfare's "Customer Harassment Countermeasures Corporate Manual," we define customer harassment as follows:
We define customer harassment as any complaints, statements, or demands from customers, business partners, users, related parties, or other external parties that lack reasonableness in content, or whose means or methods of fulfilling the demands are socially unacceptable, and that harm the working environment, work performance, physical and mental safety, or personal interests of our officers, employees, contract employees, part-time workers, temporary workers, outsourced contractors, or other persons engaged in our business.
The following are examples of actions that may constitute customer harassment. However, the actions that may be considered harassment are not limited to those listed below.
① When the requirements are unreasonable
- Requests in cases where no defects or negligence are found in our products, services, or business operations.
- Requests unrelated to our products, services, or contract terms.
- Demands based on information that is difficult to verify.
- Demands for monetary compensation, refunds, discounts, or free provision that lack reasonable grounds.
- Requests for services that exceed the scope of the contract or services provided.
- Demands for disciplinary action, apologies, and interviews against individuals associated with our company.
② The means or methods used to achieve the demand are considered inappropriate according to generally accepted social norms.
Regardless of the validity of the request, the following actions may constitute customer harassment:
- physical attack
Assault, injury, throwing objects, threatening approaches, etc. - Psychological attack
Threats, slander, libel, insult, abusive language, personal attacks, etc. - Intimidating words and actions
Shouting, insults, threats, intimidating questioning, prolonged and one-sided accusations, etc. - Demands for excessive apologies, such as prostration.
- Persistent or persistent words and actions
Repeated phone calls, emails, visits, requests for meetings, and repeated assertions of the same content, etc. - Restrictive behavior
Refusal to leave, loitering, prolonged phone calls/meetings, actions that prevent leaving or ending a call, etc. - Requests for contact or response at times that exceed what is considered reasonable according to social norms, such as late at night or early in the morning.
- Discriminatory remarks and actions
- Sexual behavior
- Attacks, demands, and attempts to hold executives, employees, and related parties accountable.
- Unfair mention or demands regarding the personal information, private life, or family of our employees.
③ Items that may be deemed inappropriate in light of the appropriateness of the requirements.
The following actions may constitute customer harassment depending on their content, circumstances, and manner.
- Request for replacement, re-provision, or free provision of goods or services
- Demands for monetary compensation, refunds, discounts, and damages.
- Unreasonable demand for an apology
- Compensation claims based on facts or possibilities that we cannot confirm.
- Requests for special treatment that exceed what is reasonable under contract or social norms.
- The act of repeatedly asking for answers on the same topic even after a certain explanation or response has been given.
④ Other nuisance behaviors
- Posts on social media, review sites, and the internet that may constitute defamation, libel, or damage to reputation.
- Spreading inaccurate information about our company or our affiliates
- Coercive demands suggesting recording, filming, and posting.
- Actions that disrupt our normal business operations
- Actions that disrupt the safe, secure, and comfortable experience of other customers.
3. Responding to Customer Harassment
When we receive feedback or comments from our customers, we first verify the facts and aim to resolve the issue through sincere and calm dialogue.
On the other hand, if any conduct deemed to constitute customer harassment is confirmed, or if there is a risk of such conduct occurring, we may take the following measures to protect our officers, employees, and related parties and to maintain an appropriate working environment.
- Designation of contact person/contact point
- Switching from telephone support to written support.
- Limitations on response time, response method, and number of responses.
- We are unable to accept interviews, visits, or phone calls.
- We refuse service for dining, banquets, weddings, events, facility use, and other services.
- Restrictions on entry to and use of our facilities
- Consideration of whether to continue the transaction or contract.
- Consult with the police, lawyers, or other external experts.
- Strict measures, including legal action.
Furthermore, for the purpose of verifying facts and maintaining the quality of our service, we may record telephone conversations after informing you of our intention to do so.
4. Initiatives within our company
We will thoroughly educate and inform our employees to ensure that legitimate opinions and requests from our customers are not treated as unwarranted customer harassment.
Furthermore, in the event of an incident that may constitute customer harassment, we will respond systematically as a company, without placing an excessive burden on the individual handling the situation.
Our main initiatives are as follows:
- Internal awareness campaigns and training regarding customer harassment
- Establishment of a reporting and consultation system
- Creation and storage of response records
- Clarification of the contact point and decision-maker
- Ensuring the safety of executives, employees, and related parties, and considering their mental well-being.
- Collaboration with external experts as needed
5. A request to our customers
We will continue to strive to provide our customers with heartfelt hospitality and a safe and comfortable space and experience.
Customer feedback and requests are valuable learning opportunities and chances for us to improve our services. Therefore, we will continue to take all legitimate opinions and suggestions seriously and respond with integrity.
However, in the unlikely event that any actions or words constituting customer harassment are confirmed, we will take firm action in accordance with this policy.
We kindly ask for your understanding and cooperation so that we can build a better relationship based on mutual respect between our customers and our company.
Enactment date: October 1, 2026
HAPPO-EN Co., Ltd.
