Rohto Group formulates "Basic Policy on Customer Harassment"
March 10, 2025
ROHTO Pharmaceutical Co., Ltd. (Headquarters: Osaka City, President: Masafumi Sugimoto) is pleased to announce the establishment of the Rohto Group's "Basic Policy on Customer Harassment."
Introduction
The Rohto Group's purpose is to "bring health to people around the world through products and services, thereby leading all individuals and societies surrounding the Rohto Group to a state of well-being and energizing the world of tomorrow." Through its business activities, including providing high-quality and safe products and services, the Rohto Group aims to realize a sustainable society where people around the world can live healthy and happy lives. To this end, at all points of contact with our customers, we sincerely take into account their valuable opinions and requests, and strive to respond honestly to resolve the challenges they face.
On the other hand, recently, we have observed excessive demands from customers on employees (including temporary staff) of the Rohto Group or its contracted companies. Such actions may harm the dignity of our employees and endanger their physical and mental safety and health.
The physical and mental safety and health of our employees are considered extremely important elements for the Rohto Group to continue to meet the expectations of many customers, provide better products and services, and deliver value that leads society toward well-being. The Rohto Group will take a firm stance against customer harassment, such as demands and words that exceed what is socially acceptable to employees, and will continue to treat our customers with sincerity and strive to maintain healthy relationships while ensuring that each employee can work in a safe environment.
Definition of Customer Harassment
The Rohto Group defines customer harassment as follows:
"Among the comments and requests from customers, if, in light of the validity of the content of the requests, the means and manner of fulfilling those requests are socially unacceptable, and if such means and manner hinder the working environment or business operations of those engaged in the business activities of the Rohto Group, or harm their dignity."
*Definition of customer: "Anyone and related parties involved in business, regardless of whether they purchase Rohto Group products or use Rohto Group services."
Examples of actions that are considered to exceed what is socially acceptable.
(※The following examples are illustrative and not exhaustive.)
Long-term detention
Business disruption |
Prolonged detention on matters unrelated to the products or services offered by the Rohto Group. |
| Actions such as repeatedly demanding the same explanation or apology, or persistently nitpicking or finding fault with someone's words when their demands are not met. |
| Actions that disrupt normal business operations, such as slander against stores (physical stores, online shops, etc.), loitering for extended periods, or causing inconvenience to other customers. |
| Abusive language and threatening behavior |
Shouting, intimidation, abusive language, threats, and hints of exposure on social media or in the media. |
| Defamation and slander on social media and the internet, including the dissemination of false information that is not true or exaggerates the facts. |
| Excessive demands without reasonable justification |
Requests for refunds, returns, or exchanges without reasonable cause |
| Requests for services not provided by the Rohto Group, services that cannot be provided, or requests that cannot be addressed due to systemic limitations. |
| Demanding special treatment by taking advantage of a dominant position (e.g., shareholder, business partner). |
| Demands for punishment of individual employees, coercion of specific employees to take certain actions, and demands for excessive apologies such as prostration. |
| Coercion of visits or other similar actions |
Forcing explanations and apologies during company visits or meetings, and forcing employees to provide services outside of business hours that exceed what is considered reasonable according to social norms. |
| Other forms of harassment |
Discriminatory remarks, sexual remarks, and remarks that deny a person's dignity. |
| Acts that infringe on privacy |
| Taking photos, videos, or audio recordings of employees without their consent. Also, posting information about individual employees on social media or the internet. |
Responding to Customer Harassment
If the Rohto Group determines that an action constitutes customer harassment, we reserve the right to refuse service or business with that customer. In cases deemed particularly serious, we will consult with the police, lawyers, and other relevant authorities to take appropriate action. Furthermore, at our various stores operated by the Rohto Group, we will share information with the commercial facilities where our stores are located, seek their cooperation, and take a firm stance. By creating a safe and secure working environment for our employees, we aim to continue providing products and services that satisfy our customers. We appreciate your understanding and cooperation.
Regarding internal responses, we will implement training on customer harassment response, create response procedures for when incidents occur, and establish a consultation system, while prioritizing the care of employees who have been victims.