Introduction
The Shimizu Group believes that ensuring a positive workplace environment—one in which the human rights of officers and employees (hereinafter referred to as “employees, etc.”) are respected—is essential to earning client trust and providing high-quality services and products.
While we remain committed to sincerely listening to client feedback, we have established this basic policy to guide our response if employees, etc. are subject to socially unacceptable demands or language/behavior from clients or others.
Definition of Customer Harassment as Recognized by the Shimizu Group
Customer harassment refers to demands or language/behavior from clients or other external parties related to our operations that are unreasonable in light of the validity of the request itself, or in which the means or manner of pursuing the request is socially unacceptable, thereby impairing the work environment of employees, etc.
Examples of Prohibited Conduct
- Physical assault (violence, bodily harm)
- Psychological abuse (threats, defamation , insults, abusive language, intimidating language/behavior)
- Demanding a forced apology by kneeling
- Repetitive or persistent language/behavior without just cause
- Coercive acts (refusing to leave, loitering, confinement)
- Discriminatory language or behavior
- Sexually inappropriate language/behavior
- Personal attacks or demands directed at individual employees
※The above are examples and not an exhaustive list.
Our Stance on Responding to Customer Harassment
The Shimizu Group will respond appropriately to incidents of customer harassment as an organization. In cases of malicious conduct, we will take strict action as necessary, including cooperation with the police, legal counsel, and other relevant parties.
(Shimizu Group’s Response Measures)
- We will establish a system to handle customer harassment, including a hotline.
- We will conduct education and training programs on customer harassment in preparation for potential incidents.
- We will take necessary measures to protect the privacy of those seeking consultation and will ensure that no one is treated disadvantageously for reporting an issue.
March 2025
