1. Introduction

FJ. Hotels Co., Ltd. (hereinafter referred to as the “Company”) aims to be a presence that connects to our customers and satisfies their needs.
In order to achieve this, the Company believes it is essential to protect the mental and physical health of our employees and ensure a working environment in which they can work with peace of mind, and has therefore established the following “Basic Policy on Harassment by Customers”.
Whilst the Company will continue to treat customers with sincerity, it will take a resolute stance and respond to any acts that constitute harassment by customers in an organized way, as it considers such acts to seriously violate employees’ human rights and damage their working environment.

2. Definition of Harassment by Customers

Based on the Ministry of Health, Labour and Welfare’s “Corporate Manual for Countermeasures against Harassment by Customers,” the Company defines customer harassment by customers as “requests or language and behavior from customers that lack reasonableness, or that, even if the request is reasonable, are carried out using means or methods that are socially inappropriate and that damage the working environment of employees as a result of said means or methods”.

3. Behavior Considered as Harassment by Customers

This follows the “Corporate Manual for Countermeasures against Harassment by Customers,” from the Ministry of Health, Labour and Welfare. Note that the following descriptions are examples and harassment by customers is not limited to this behavior. (1) Examples of cases in which the substance of the request by the customer, etc., lacks validity 1) When there is no defect or negligence in the products or services provided by the Company
2) When the substance of the request is not related to the products or services provided by the Company (2) Examples of language or behavior that is socially inappropriate in terms of the means or manner of achieving the request 1) Requests that are likely to be deemed inappropriate regardless of their validity (a) Physical assault (assault or battery)
(b) Psychological attacks (threats, slander, defamation, insults or verbal abuse)
(c) Intimidating language or behavior
(d) Requesting that the other person kneel to apologize
(e) Continuous (repeated), persistent (insistent) language or behavior
(f) Restrictive behavior (unlawful trespass, sit-ins or unlawful confinement)
(g) Discriminatory language or behavior
(h) Sexualized language or behavior
(i) Attacks or demands on individual employees 2) Requests that may be deemed inappropriate in light of the validity of the substance of the request (a) Request for an exchange of goods
(b) Request for monetary compensation
(c) Requests for apologies without a reasonable cause (except for requesting that the person kneel to apologize). (3) Other disruptive behavior by customers, etc. Slanderous and defamatory behavior on SNS and the Internet

4. Response to Harassment by Customers

If the Company determines that certain behavior constitutes harassment by customers, it will take firm action (including refusing to allow the person to use the facilities) in order to protect our employees. In addition, where necessary, the Company will work with external experts such as the police and lawyers to take severe measures, including legal action.

5. Request to Customers

In the unlikely event that any language or behavior is confirmed to constitute harassment by customers, the Company will respond in accordance with this basic policy, so we would ask for your understanding and cooperation in this matter.

Supplementary provisions

Enacted and enforced on 31/03, 2025.