We are committed to respecting the human rights of our customers and employees, and believe that providing services that truly delight our customers begins with fostering a work environment where employees can continuously thrive and remain enthusiastic in their roles. To uphold this belief, we have established a basic policy to address situations where an employee's human rights may be violated due to socially unacceptable conduct by a customer.
We will take a firm stand against any language or behavior that infringes on the human rights of our employees, and while ensuring a healthy work environment, we will continue to respond to our customers in good faith and maintain healthy relationships with them.

A request from a customer that is deemed unreasonable or accompanied by words or actions that are considered socially unacceptable, and which may violate the human rights of FANCL Group employees or negatively impact the working environment.

Acts considered Customer Harassment include, but are not limited to, the following:

Requesting FANCL take action or provide compensation even when the goods are not found to be defective or services are not found to negligent
Requesting unreasonable product returns, refunds, or compensation
Requesting goods or services which are not available
Requesting an apology or for an employee to be disciplined without reasonable cause

• Actions that detain a worker for a long period of time without reasonable cause
• Repeatedly requesting an apology or action to be taken in response to the same request
• Being present in a store for an extended period of time without reasonable cause

• Claiming superior position or authority and demanding special treatment
• Demanding a response or apology that designates an individual as liable or to blame

• Requesting immediate answers or the preparation, delivery, or collection of goods without providing the necessary time to do so
• Requesting products that have already been discontinued or are no longer in stock

• Requesting an employee to kneel down on the ground and apologize, using abusive language or raised voices, or engaging in threatening behavior
• Intimidation and violent behavior such as throwing items or making threats
• Defamation or making insinuations on social networking sites, the internet, or other platforms

• Discriminatory language or action on the basis of one’s race or character

• Actions including sexist remarks, sexual harassment, or stalking

• Attacks on or demands made of individual employees at the company
• Persistently attacking someone by changing the initial subject of a complaint or finding fault in what they say or similar
• Requesting an employee to accept gifts

• Making audio or video recordings of an employee without permission
• Requesting money or goods as a demonstration of an employee's good nature or intent to address a problem
• Intentionally hanging up during phone calls or withholding information necessary to continue dialogue to resolve an issue

We reserve the right to refuse customer requests if we judge them to constitute Customer Harassment. Furthermore, in cases of persistent harassment, we reserve the right to cease doing business with a customer. Should we judge a situation to be malicious, we will take appropriate action upon consulting with police, attorneys, and others. In addition, we will take firm action in response to Customer Harassment at our direct stores, while at the same time informing the facilities where we are opening new stores of this action and asking for their cooperation. Finally, we ask for your cooperation and understanding so that we may continue to provide services that truly delight our customers and provide an environment where employees are able to work happily and for the long term.

• Clarifying the company's stance on Customer Harassment through this policy, as well as raising awareness of the policy among FANCL Group employees
• Establishing methods and procedures for dealing with Customer Harassment
• Conducting education and training on Customer Harassment and customer relations
• Establishing a consultation system for employees who have been subjected to Customer Harassment