Basic Policy on Customer Harassment

Basic Policy on Customer Harassment

Nomura Securities Health Insurance Association has been working to build good relationships with all of you, including our association subscribers, officers and employees, business operators with whom we have business relationships, and related organizations, by responding appropriately and promptly with good faith and resolving any inquiries, inquiries, or suggestions. We also take your opinions seriously, share them within our association, and use them to improve our various services and support.
However, there have been rare instances of harassment, such as unreasonable demands for officers and employees, or behavior that is inappropriate in terms of social conventions. These acts harm the dignity of officers and employees working at our association and harm the working environment. In order to protect our officers and employees as a corporation, we will not tolerate harassment and deal with it in a resolute manner. At the same time, we will maintain and build sound and good relationships with all those involved and strive to improve customer satisfaction.

Definition of Customer Harassment

Cases determined by Nomura Securities Health Insurance Association to be "The content of the requests of the parties concerned is not appropriate, or the actions taken to realize such requests are inappropriate in terms of conventional wisdom, and harm the working environment of our association and the employees of the subcontractor."

Examples of applicable conduct (* Specific examples are as follows, but are not limited to these)

  • Physical or mental aggression (Assault, injury, threat, coercion, slander, defamation, insult, verbal abuse) or coercive language or behavior
  • Continuous or persistent language or behavior
  • Requests for kneeling on the ground
  • Restrictive behavior
    (Non-removal, retention, confinement, and unreasonably prolonged or multiple Customer restraints)
  • Discriminatory or sexual language or behavior
  • Attacks or demands on individual officers and employees working at our association
  • Posting personal information, etc. of officers and employees working at our association on SNS/Internet, etc.
    (Publishing photos, audio and video)
  • Requests to provide unreasonable or excessive services
  • Requests for money and goods, etc. without justifiable reason or beyond the scope of our association's responsibility or conventional wisdom, requests for monetary compensation, requests for apology

Response to Customer Harassment

  • We will firmly refuse unreasonable requests.
  • If our association determines that it falls under the category of customer harassment, we will refuse to respond.
  • In some cases, we will consult with lawyers and take strict measures with a view to legal action.
  • If violence, threats, extortion or slander occurs, we will cooperate with the police and lawyers and take strict measures.