Warner Bros. Studios Japan LLC
Basic Policy on Customer Harassment
- Introduction
- We are committed to providing high-quality services to all visitors to our facilities, allowing them to enjoy the behind-the-scenes of filmmaking and the Wizarding We consider feedback and requests from our customers to be extremely valuable for improving our services and enhancing quality.
- However, some actions and demands from certain customers could rise to the level of harassment including, without limitation, violence, abusive language, unreasonable demands, and privacy violations against our employees, which could harm and/or intimidate them and disrupt their working environment. This harassing behavior not only deteriorates the working environment for our employees, but also negatively impacts the safe and comfortable environment for our customers.
- To ensure that all our employees can work in a safe and secure environment, thereby providing higher satisfaction services and fostering better relationships with our customers, we have established this “Basic Policy on Customer Harassment.”
- Definition of Customer Harassment in Our Company
- Based on the Tokyo Customer Harassment Prevention Ordinance and the “Customer Harassment Countermeasure Manual for Companies” of the Ministry of Health, Labour and Welfare, we define “Customer Harassment” as “Significant Nuisance Acts by Customers towards our Employees related to their work that harm the working environment.”
- Here, “Customers” refers to “individuals who receive or may receive products or services from us, or those related to our business,” and our “Employees” refers to “employees of our company and vendors/suppliers working at our facilities.” “Significant Nuisance Acts” include illegal or socially unacceptable actions and unreasonable demands.
- Specific examples of Customer Harassment include, but are not limited to, the following:
- Acts of violence, destruction
- Abusive language, insults, defamation
- Intimidation, threats, coercion
- Denial of personality, discriminatory remarks
- Sexual harassment, power harassment, other harassment acts
- Stalking
- Prolonged detention by refusing to leave, staying, forcing responses via phone, confinement
- Continuous or persistent behavior
- Forcing responses beyond socially acceptable limits
- Unreasonable or excessive demands
- Taking close-up photos or videos of our Employees
- Posting close-up photos, videos, audio, or other personal information of our Employees on social media
- Posting content that damages the credibility or reputation of our company or our Employees on social media
- Response to Customer Harassment (Internal)
- We have a consultation process for our Employees regarding Customer Harassment including a system where internal relevant departments and external relevant organizations (police, lawyers, etc.) can work together.
- We provide training to our Employees on knowledge and countermeasures related to Customer H
- We will prioritize the safety and necessary considerations and measures for the affected Employees when Customer Harassment occurs.
- Regarding training and response to Customer Harassment for employees of our vendors/suppliers, we respect the policies and intentions of the vendors/suppliers and collaborate to ensure a good working environment at our facilities.
- Response to Customer Harassment (External)
- When Customer Harassment occurs, we will request the Customer to stop the act, reserve the right refuse to provide products or services, and take other necessary and appropriate measures including a prohibition on continued access and a request for police presence if required.
- We will sincerely accept feedback and requests from Customers and take reasonable and rational actions to resolve issues. However, we may terminate the response if we determine that the Customer’s actions constitute Customer H
- We will take firm action by working together with external relevant organizations (police, lawyers, etc.) if we recognize particularly malicious Customer H
- Prevention of Customer Harassment by Our Employees
- Our Employees (excluding employees of our vendors/suppliers; hereinafter the same) are aware that customer harassment towards our vendors/suppliers and their employees carried out by our employees is not condoned or tolerated. This is supported by the position stated in our internal company policies.
- If we identify or are made aware that customer harassment by our Employee towards our vendors/suppliers and their employees has taken place, we will respond to requests from the vendor/supplier for cooperation as is appropriate in the circumstances to look into the issue further and where appropriate, take the necessary and appropriate measures against the Employee who committed customer harassment in line with our internal policies.
