Skip to main content

Customer Harassment Policy

Basic Policy of the Canon MJ Group

Guided by the Canon Group’s corporate philosophy of kyosei, the Canon MJ Group pursues its purpose, “Bringing together hopes and ideas with technologies to create a future beyond imagining.” In striving to realize this purpose, we aim to increase our co-creation and collaboration with stakeholders and accelerate efforts to address social challenges. To fulfill our corporate philosophy and purpose, and to ensure the sustainable growth of the Canon MJ Group, we believe it is essential that we provide every employee with a work environment where their dignity is respected and their health and safety are protected. We take customer feedback and requests seriously and will continue to respond with sincerity and care. However, in the event that the demands or behaviors of customers exceed socially acceptable norms and negatively impact the working environment of our employees, we will take a firm stance to protect them and maintain a healthy working environment. At the same time, to ensure that Canon MJ Group employees do not make unreasonable or excessive demands on external stakeholders, we are committed to promoting internal awareness and an understanding of customer harassment on a regular basis.

Definition of Customer Harassment

Based on the Ministry of Health, Labour and Welfare’s Customer Harassment Prevention Manual for Companies, the Canon MJ Group defines customer harassment as, “claims by or behaviors of customers (including business partners) in which the methods or attitudes used to pursue a request are socially unacceptable in light of the reasonableness of the request itself, and which thereby impair the working environment of employees (including those of the Canon MJ Group, partner companies, or temporary staffing agencies).”

Examples of customer harassment may include:

  • Repeated and excessive demands for apologies through persistent calls or messages
  • Unreasonable confinement, such as prolonged stays or refusing to leave the premises
  • Physical or verbal abuse, including assault, threats, intimidation, shouting or offensive language
  • Sexually suggestive or discriminatory remarks toward employees
  • Requests for apologies in any humiliating manner
  • Monetary demands based on unfounded claims
  • Excessive demands that go beyond the scope of contracts or service agreements
  • Unreasonable demands for apologies without valid grounds
  • Threats based on false or unfounded accusations directed at the company
  • Unauthorized entry into the company’s premises
  • Dissemination of employees’ personal information or defamatory comments via social media
  • *
    These are examples only and do not constitute an exhaustive list.

Response to Customer Harassment

If the Canon MJ Group determines that a customer’s behavior constitutes harassment, we may refuse to comply with the request or cease further engagement. In cases that are deemed malicious, we will take appropriate measures in cooperation with law enforcement and legal counsel. Additionally, we are committed to educating our employees about customer harassment to foster a proper understanding of it and help maintain respectful and constructive relationships with all stakeholders.