Customer Harassment Basic Policy

Introduction

Guided by the management philosophy “We contribute to local communities through heartfelt and courteous service,” we at the Sugi Pharmacy Group pursue our daily work with the aim of enhancing the health and happiness of the community, our employees, customers, and patients. We remain committed to listening to the voices of our customers and patients, and continuously strive to improve our services.
However, there have been instances where a very small number of customers or patients have undermined our working environment through acts of violence, abusive behavior or language, threats, or unreasonable demands directed at our employees or the company. In response, we have formulated a basic policy on customer harassment to ensure a safe and secure workplace for all employees of the Sugi Pharmacy Group, as well as a welcoming environment for customers and patients.

Definition of Customer Harassment

Based on the definition provided in the Ministry of Health, Labour and Welfare’s Customer Harassment Countermeasure Manual, the Sugi Pharmacy Group defines customer harassment as “complaints or demands from customers or patients that are socially unacceptable and that undermine the working environment of employees at the Sugi Pharmacy Group.”

Examples of customer harassment

The following are only examples and are not intended to be exhaustive.

• Physical or psychological attacks; intimidating language or behavior, such as grabbing an employee’s arm, banging on a desk, or shouting.
• Demands or coercion to receive an apology in the form of kneeling or prostration
• Continuous (repeated), and persistent (insistent) language or behavior
• Restrictive behavior (e.g., refusing to leave, remaining on-site, or unlawful confinement)
• Discriminatory language or behavior
• Insulting language or behavior
• Sexual language or behavior, or stalking
• Assaults against or demands directed at individual employees of the Sugi Pharmacy Group
• Posting information about our employees on social media or the internet without permission
• Unreasonable demands for monetary compensation or an apology
• Entering or lingering in areas off-limits to customers and patients, etc.

Response to Customer Harassment

[Internally]

• We provide training to deepen understanding of customer harassment.
• We will establish a support system for employees who experience customer harassment and raise awareness among customers and patients (e.g., by setting up a support desk or establishing internal procedures).
• We will cooperate with the police and experts (such as legal professionals) to take appropriate action.
• We will provide internal training to ensure that our employees do not engage in any behavior that may constitute customer harassment, even when they themselves are acting as customers or patients.

[Externally]

• When a problem arises, we seek a constructive resolution through rational discussion.
• We will respond firmly to any behavior or language that we identify as customer harassment and may refuse future entry to or use of our pharmacies.
• In cases of serious misconduct, we will take appropriate action, including legal measures, in cooperation with the police and external experts.

Requests to Customers and Patients

All employees of the Sugi Pharmacy Group strive to make decisions and take action from the perspective of our customers and patients. However, in the rare event that behavior constituting customer harassment occurs, we will respond in accordance with our policy. We kindly ask for your understanding and cooperation in this matter.

We are dedicated to continuously improving our relationships with our customers and patients.