Abusive Customer Conduct Policy

Policy on Abusive Customer Conduct

1. Introduction

At Global Agents Co., Ltd., we are committed to providing services that our customers can use with confidence and peace of mind. We also regard feedback and requests from our customers as valuable opportunities to improve the quality of our services.

When we receive complaints or concerns, we review them sincerely and carefully, and where improvements are necessary, we take appropriate action.

At the same time, certain conduct by customers, such as abusive language, intimidating behavior, or excessive demands that go beyond what is considered reasonable by social standards, may harm the dignity and well-being of our employees and undermine the safe and comfortable environment that customers and employees create together.

We believe that valuing our customers and protecting our employees should go hand in hand. Accordingly, we will respond firmly and appropriately to abusive customer conduct as an organization.

2. Definition of Abusive Customer Conduct

We define abusive customer conduct as:

Complaints or demands made by customers or other individuals where the content of the complaint or demand, or the manner in which it is expressed or pursued, exceeds what is considered reasonable by generally accepted social standards and adversely affects the working environment of our employees.

Whether conduct constitutes abusive customer conduct will be determined comprehensively, taking into account factors such as the legitimacy of the request, the manner and language used, and the impact on employees.

3. Examples of Conduct That May Be Considered Abusive

The following conduct may be regarded as abusive customer conduct.

(1) Abusive or demeaning language
・Insults or personal attacks directed at employees
・Statements such as "Quit" or "You're incompetent"
・Intimidating remarks or repeated verbal criticism

(2) Intimidating or disruptive behavior
・Shouting or yelling
・Unreasonably detaining employees for extended periods
・Conduct that causes disturbance or inconvenience to other customers or employees
・Conduct that disrupts order within our stores, facilities, or properties

(3) Physical aggression or dangerous behavior
・Acts of violence
・Unwanted physical contact
・Throwing objects or damaging facilities or equipment

(4) Excessive or unreasonable demands
・Demanding that employees kneel in apology or make excessive apologies
・Demanding disciplinary action against or dismissal of an employee
・Demanding financial compensation beyond what would generally be considered reasonable
・Demanding services that are impractical or impossible to provide

(5) Discriminatory remarks or behavior
・Discriminatory comments based on nationality, gender, age, or other personal characteristics
・Remarks that demean or deny the dignity of a specific employee

(6) Other conduct
・Making unreasonable demands by threatening or referring to posts on social media or the internet
・Photographing or recording employees without permission and publishing the material on social media or other platforms
・Repeated demands without legitimate reason
・Any other conduct that adversely affects the working environment of employees

4. Our Response Policy

We will continue to respond sincerely to legitimate feedback, requests, and concerns from our customers.

However, where abusive conduct such as the above is identified, we will prioritize the safety of our employees and other customers and may take one or more of the following actions depending on the circumstances:

・Change the employee handling the matter or assign multiple employees to respond
・End the interaction or communication
・Refuse or discontinue use of our stores, facilities, or properties, including requiring a customer to leave, cancelling accommodation, or terminating occupancy where applicable
・Refuse future use of our services
・Contact or report the matter to relevant authorities or professionals, including the police, security companies, or legal counsel, where necessary

Requests for action against an individual employee, as well as excessive demands for compensation made on the spot, will be reviewed and determined by the company.

5. Request to Our Customers

We are committed to maintaining an environment in which all customers can enjoy our services comfortably.

When sharing feedback, concerns, or requests with our employees, we kindly ask for your cooperation in maintaining constructive communication based on mutual respect and understanding.

We will continue to take legitimate feedback and constructive criticism seriously and use it to improve the quality of our services.

6. Our Efforts to Maintain a Safe and Secure Environment

We believe that creating an environment in which employees can work safely and with peace of mind contributes directly to better service for our customers and to maintaining a comfortable community for everyone.

To this end, we are implementing the following measures:

・Education and training regarding abusive customer conduct
・Establishment of response procedures and internal consultation systems
・Expansion of safety measures, including the installation of security cameras and emergency reporting systems, such as direct-alert buttons connected to security companies
・Measures to protect employees' physical and mental well-being and ensure their safety

Global Agents Co., Ltd.