1. Introduction

We are committed to maintaining a safe work environment for all employees and to carrying out sustainable business activities. We stand firm against customer harassment. Although we value good customer relationships, we will protect the dignity and human rights of our employees as a top priority if we deal with unacceptable customer behavior or demands.

2. Definition of customer harassment

Customer harassment is defined as customer complaints or behaviors, whether verbal or physical, which are socially unacceptable in terms of the reasonableness, manner, or nature of the complaint or demand and that negatively affect the work environment for our employees.

3. Examples of customer harassment behaviors

The following behaviors may be considered as customer harassment:

• Demanding service for a prolonged time (e.g. refusing to leave, refusing to hang up the phone)
• Persistent demands (e.g. repeatedly making complaints, making the same demand to multiple divisions)
• Verbal abuse, degrading, insulting, or defamation
• Physical violence (e.g. assault, throwing objects)
• Intimidation, threats, or insinuating the relationship with anti-social forces
• Forcing employees to kneel down and apologize or demand an excessive apology
• Verbal or physical conduct of a sexual nature or sexual harassment
• Slander or defamation or exposing personal data on social media
• Unreasonable or excessive demands for service or money

4. Our action and policy

We respond to all customer feedback and requests in a sincere manner. However, if a customer behaves in such a way that constitutes customer harassment, we may stop or decline service to them. In case of vicious customer harassment, we will work with the police, lawyers, or other professionals and take appropriate action, including legal action.

5. What we do to address customer harassment

• Regularly provide training to our employees to raise awareness.
• Establish a customer harassment hotline to promptly deal with incidents.
• Offer mental health care and support to employees affected.
• Regularly review our policies and manuals to improve their effectiveness.

6. Message to our customers

We aim to develop good relationships with all customers. To protect the human rights and dignity of our employees, we will deal with any behavior that constitutes customer harassment in accordance with this policy. We would appreciate your understanding and cooperation.