FAN Communications Group “Basic Policy Against Customer Harassment”

1. Introduction

With our vision of “Prosumer Happiness,” FAN Communications emphasizes the importance of continuing to provide value to our customers and maximizing the value we provide to customers as a customer-orientated company. As such, we are working hard on a daily basis to sincerely listen to opinions from customers and provide value to them. So that we can provide this value, we believe it is vital to create a working environment where each and every employee can work actively and with confidence.
However, there have been cases in which our employees have been subject to abusive language and aggressive behavior.
In order to protect our employees from such conduct, we have recently formulated a “Basic Policy Against Customer Harassment.”

2. Conduct categorized as customer harassment

The following are merely examples, and is not an exhaustive list of customer harassment.

✓ Violent behavior
✓ Abusive language, insults, and slander
✓ Intimidation and threats
✓ Statements that attack or discriminate the employee’s character
✓ Demanding the employee kowtow as an apology
✓ Restraining or restricting the movement of the employee for a long period of time
✓ Forcing the employee to respond in a manner above what is reasonably accepted as socially normal
✓ Unreasonable or excessive demands that lack any form of reason
✓ Conduct that involves posting details that discredit the Company and employee as well as personal information on social networking sites
✓ Conduct of a sexually or other harassing nature against the employee, such as stalking them

3. Support for employees

(1) We will conduct training to provide knowledge and methods to deal with customer harassment.

(2) We will give maximum priority to caring for employees who have suffered due to customer harassment, and work on initiatives to prevent recurrence.

4. Responding to customer harassment events

(1) We may deny customers our services and customer support when necessary.

(2) If we have determined that a customer has committed a malicious or criminal act, we will contact an outside expert such as the police or a lawyer to take strict action against the harasser, including legal action.