• Introduction

  The ARTERIA Group (ARTERIA Networks Corporation, TSUNAGU NETWORKS COMMUNICATIONS INC., ARTERIA Engineering Corporation, and GameWith ARTERIA Corporation; hereinafter the “Company”) aims to contribute to the realization of an abundant society through services and other offerings that leverage its strengths in terms of proprietary network assets, flexibility, and agility.

   

  The Company receives valuable opinions and requests from numerous customers on a daily basis. We take these seriously, and we strive to provide services in a way that enables customers to use them with satisfaction. However, we have observed cases of behavior that corresponds to customer harassment, such as violent speech or excessive demands to the employees and temporary employees of the Company and its outsourcing partners (hereinafter, “employees, etc.”).

   

  The Company considers that the provision of better service depends not only on maintaining good relationships with its valued customers, but also on providing a working environment where all employees, etc., are protected from behavior corresponding to customer harassment as described above, so that they can work with peace of mind. We have therefore formulated the Basic Policy on Customer Harassment.
  ※*”Customers” includes not only general consumers, but also businesses.

   
• Definition of customer harassment and target behavior

  Based on the Corporate Manual for Dealing with Customer Harassment provided by the Ministry of Health, Labor and Welfare, the Company has defined the following behaviors by customers towards employees, etc. as customer harassment:

  Complaints or behavior from customers, etc., that involve demands whose satisfaction would require means and methods that do not correspond with social norms in light of the validity of the content of the demand and that are detrimental to the working environment of the employees, etc.

   

  Customer harassment includes, but is not limited to, the following examples.
  ・Demands for provision of services that exceed social norms, such as demands that exceed the scope stipulated in contracts and terms and conditions
  ・Demands that the Company apologize or discipline an employee, etc., without reasonable cause
  ・Prolonged detention of an employee through actions such as excessive repetition of the same request or complaint
  ・Defamation on social media or the internet
  ・Abusive language, coercive behavior, dehumanizing language, invasion of privacy, intimidating actions
  ・Discriminatory behavior, sexual behavior
  ・Actual or attempted injury, assault, intimidation, threat, or extortion
  ・Coercion, defamation, reputational damage, interference with business, forceful obstruction of business
  ・Trespassing and refusal to leave
  ・Other actions similar to the above that the Company deems to be customer harassment

   
• Response to employees, etc., and establishment of systems

  ・We will promote initiatives to prevent and reduce incidences of customer harassment.
  ・We will provide training on knowledge regarding customer harassment and methods of dealing with it.
  ・We will prioritize care for employees, etc. who have suffered customer harassment and treat them appropriately.
  ・ We will provide a consultation desk for customer harassment. We will also create a system that enables cooperation with external experts such as industrial physicians and lawyers when necessary to ensure an appropriate response.

   
• Response to when customer harassment occurs

  In cases where the Company deems that behavior corresponding to customer harassment has occurred, it may refuse to provide services and conduct other dealing with the customer. Furthermore, if the Company deems the customer to be malicious, or to have conducted criminal action, it will contact the police, lawyers, and so forth to deal with the matter appropriately.

   

  Going forward, our top priority will be building better relationships of trust with our customers. However, if a customer acts in a way that constitutes customer harassment, we will respond in accordance with this policy. Thank you for your understanding and cooperation.

Date of enactment: November 1, 2024

ARTERIA Networks Corporation
TSUNAGU NETWORK COMMUNICATIONS INC.
ARTERIA Engineering Corporation
GameWith ARTERIA Corporation