Introduction

Based on our philosophy, we are working to solve social issues in order to realize "A society in which everyone can experience the joy and happiness of work". We have established a human rights policy with the aim of respecting the human rights of all stakeholders involved in our business activities, and based on our belief that “people are everything and people are assets,” we have been promoting the creation of an environment where the human rights of employees are respected and they can work with peace of mind, in good health both physically and mentally.

Purpose

In order to further improve the work environment, we have formulated a “Basic Policy on Customer Harassment” that recognizes the importance of protecting our employees from customer harassment while also making sure that our employees do not engage in harassment of customers. Our customers include not only users, job seekers and corporate clients, but also business partners and other stakeholders.

Definition of Harassment by Customers and concrete example

Definition of Harassment by Customers and concrete example

The following acts are defined as harassment by customers *

“Delivery of complaints and associated behavior, irrespective of the validity of the demands, the means and manner of which are recognized as socially inappropriate, and the means and manner of which tend to cause harm to the working environment of the employee”.  

Some examples of behavior that constitute harassment by customers are listed below. Please note that this list is not exhaustive.

・Physical abuse（assault, injury）

・Mental abuse（intimidation, slander, defamation, insults, abusive language）

・Intimidating behavior

・Demands for apologies (including demanding that employees kneel down to apologize)

・Repetitive and persistent behavior

・Restrictive behavior (refusal to leave, prolonging contact via in person, confinement）

・Discriminatory speech

・Speech of a sexual nature

・Abuse or demands targeted at individual employees working at dip

・Demands for excessive financial compensation

・Demands for unreasonable or excessive services

・Demands for Services Without Legitimate Reason

*The definition and examples above are based on “the Corporate Manual on Measures against Harassment by Customers” published by Japan’s Ministry of Health, Labour and Welfare.

Dealing with Harassment by Customers

We will deal with harassment by customers in good faith but will also take a firm stance.

If we determine that harassment by customers has occurred, we may refuse or terminate the use of our various services or other transactions with that client, report or seek consultation with the police, and/or take legal action.

Our system for dealing with harassment by Customers

We have established the following system to prevent harassment by customers from occurring and to enable the organization to respond quickly and appropriately if it does occur.

・Establish an internal consultation desk for harassment by customers

・Care for employees who have become victims of harassment by customers

・Implement employee awareness-raising activities to impart the correct knowledge about and ways to deal with harassment by customers

・Collaborate with police and external experts when harassment by customers occurs

・Ensure that employees have correct knowledge and awareness of harassment so that they do not harass customers

To everyone involved in our business activities

In accordance with our brand statement, "One to One Satisfaction," we pursue "user-first" services that cater to each individual, and act to ensure that our employees do not become perpetrators of harassment.

If you experience harassment by our employees, please contact our internal reporting and compliance consultation hotline.

＜Whistleblowing/Compliance Consultation Desk＞

URL: https://www.dip-net.co.jp/esg/governance/G009

Enacted: January 1, 2025