Mizuho Leasing Group (hereinafter referred to as "our group") has the mission "Connect Needs to Create the Future," and as a platform company that co-creates the future with our customers, not only we support our customer in the leasing business, but we support our customers' various initiatives.
In order to provide high-quality services that meet the needs and expectations of our customers, it is essential to ensure and maintain a healthy working environment in which our officers and employees (hereinafter referred to as "employees, etc.") can work comfortably. However, some of the demands, words, and actions of our customers may harm the dignity and personalities of our group's employees, etc.
We recognize that such actions, which are grossly unjust in light of generally accepted social norms, not only worsen the working environment for our employees, etc., but also may constitute a serious problem that could negatively impact the business activities of our group.
Therefore, our group has established a "Basic Policy on Customer Harassment" to respect and protect human rights of each and every one of our employees, etc.
Our group defines customer harassment as "the words and actions of customers and business partners, etc. that fall under any of the following categories and that may harm the working environment of employees, etc."
- In light of the reasonableness of the content of the demand in the words and actions, the means and manner by which the demand is to be fulfilled are considered inappropriate according to generally accepted social norms; or
- Words and actions that do not involve specific demands but whose means and manner are considered inappropriate according to generally accepted social norms.
The following are examples, but they are not exhaustive.
- Physical or mental attacks (assault, injury, threats, slander, libel, insults, abusive language, etc.)
- Intimidating, persistent, and/or relentless behavior; coercive behavior (refusal to leave, staying put, confinement, prolonged phone calls, etc.); and excessive demands for apologies (such as prostrating oneself)
- Discriminatory or sexual words and/or conduct
- Attacks on individual employees, excessive demands, and unauthorized posting of personal information of the employees on social media, the internet, etc. (including the publication of photos, audio, and video)
- Unreasonable or excessive demands, or unreasonable demands for monetary compensation or apologies, etc.
- Other conduct that exceeds what is considered reasonable words and/or actions to generally accepted social norms (demands that have no reasons or completely unrelated to the goods and/or services, demands that significantly exceed the services expected by contract, etc., demands that are extremely difficult or impossible to fulfill, etc.)
While we will engage in reasonable and rational discussions to resolve any issues, if our group determines that an action constitutes customer harassment, we will take a firm stance, may terminate the discussion, and may refuse to do business with the party concerned.
Furthermore, if we determine that the party concerned has engaged in malicious harassment, we shall take firm action in cooperation with the police, lawyers, and other relevant parties.
Our group gives top priority to the care of our employees, etc. who experience customer harassment. Furthermore, we will establish a system regarding customer harassment and provide training to our employees, etc. on knowledge and methods for responding to customer harassment.
