Basic policy on customer harassment at Meiji Jingu Gaien
To ensure that all customers can use the facilities safely and comfortably, Meiji Jingu Gaien believes it is essential to secure a work environment where all persons engaged in the operation of the Gaien and its events, including employees, contractors, partner companies, organizers, and others, can work with physical and mental peace of mind. In recent years, however, there have been cases in which the work environment has been threatened by words and actions by some customers that exceed the bounds of socially accepted norms. In light of this situation, we have established this “Basic Policy on Customer Harassment” in order to protect the dignity of employees and to maintain a structure for providing better services. This basic policy is not intended to exclude or restrict valuable opinions received from customers.
Definition of customer harassment
As described in the “Customer Harassment Countermeasure Manual for Companies” published by the Ministry of Health, Labour and Welfare, we primarily define customer harassment as “complaints or words and actions from customers and other parties in which the means or manner used to pursue the demand is socially unacceptable in light of the validity of the content of the demand, and the work environment of employees is harmed by such means or manner.”
Applicable acts
○ Physical and mental attacks:
・Acts of violence such as hitting, kicking, or forcefully
pushing employees.
・Intimidation and abusive language, words and actions
constituting sexual harassment, insulting or discriminatory remarks, and other acts leading to
denial of personal dignity.
○ Continuous and persistent words and actions:
・Repeated demands for the same request or persistent requests,
repeated contact by telephone, electronic mail, and other means, and repeated
complaints.
・Acts that significantly interfere with operations, such as
persistently seizing upon wording and finding fault without cause.
○ Intimidating and threatening words and
actions:
・Words and actions such as intimidation and abusive language
and
demands to kneel on the ground in apology.
○ Restrictive behavior:
・Confinement over an extended period, such as lengthy telephone
calls
and demands that repeat the same content. Refusal to leave, remaining on the premises without
cause,
and entering the facilities without permission.
○ Attacks on or demands concerning employees and other
individuals:
・Acts infringing the privacy of employees and others.
Unauthorized
photographing, video recording, audio recording, or stalking of employees and
others.
・Acts damaging the credibility of employees and others through
postings on the Internet, social media, and other platforms.
・Demands for internal disciplinary action such as dismissal,
punishment, or transfer of employees. Demands for an apology, meeting, letter of apology, and
other
redress without reasonable cause.
○ Matters that may be deemed unreasonable in light of the validity
of
the requested content:
・Demands for product exchange.
・Demands for monetary compensation.
・Demands for an apology, excluding kneeling on the
ground.
・Demands for priority use or preferential
treatment.
○ Other inappropriate words and actions:
・Physical nuisance acts such as intentionally damaging,
harming,
or
destroying equipment or fixtures of the facilities.
・Words and actions judged to be highly malicious from the
standpoint
of protecting employees and others.
※ The acts listed above are examples only, and the scope
is not limited to these items.
Response to customer harassment
○ Response to customers:
For acts subject to customer harassment, we request rational discussion toward
reasonable resolution,
but if the act is judged to be malicious, we may refuse use of the facilities.
○ Measures for employees:
In preparation for the occurrence of customer harassment, we have established a
response manual and an
internal structure so that each employee can respond promptly. We have established a consultation
desk
concerning
customer harassment. For more appropriate response, we cooperate with external specialist
organizations,
such as
the police and attorneys.
Request to customers
Most customers use the services of Meiji Jingu Gaien without any such incidents, but if an act falling under customer harassment is confirmed, we may discontinue our response and refuse subsequent provision of services. In addition, if the act is judged to be malicious, we will respond firmly in cooperation with the police and external specialists. We will continue to strive to provide higher quality services to customers, and we ask for your continued cooperation.
September 1st, 2026
Meiji Jingu Gaien