Goodnews Inc. Basic Policy on
Customer Harassment

Goodnews Inc. is committed to providing its services while sincerely addressing feedback from customers, with the aim of realizing its corporate philosophy: “Creating a future where everyone can work vibrantly together.”

We believe that providing high-quality services requires a working environment in which employees’ human rights are respected and employees can work safely, securely, and in good physical and mental health.

By ensuring a safe working environment, employees can perform their duties with confidence, which in turn helps us build better relationships with our customers. Accordingly, we have established this “Basic Policy on Customer Harassment.”

Customer harassment refers to:
“Complaints or conduct by customers where, in light of the validity of the request made, the means or manner used to achieve that request are considered socially unacceptable and thereby adversely affect the working environment of employees.”

The term “customers” includes not only users and client companies, but also other stakeholders.

Examples of customer harassment include:

Physical assault, including violence or injury

Psychological attacks, including threats, defamation, damage to reputation, insults, or abusive language

Intimidating conduct

Repeated or persistent conduct

Restrictive conduct, including refusal to leave, prolonged occupation of premises, or confinement

Discriminatory conduct

Sexual conduct or remarks

Attacks against or demands directed at individual employees

Unjustified demands for services, monetary compensation, or apologies

Defamation on social media or the internet, or the disclosure of employees’ personal information

The above definition and examples are based on the Corporate Manual for Measures against Customer Harassment issued by the Ministry of Health, Labour and Welfare of Japan.

These examples are illustrative only, and customer harassment is not limited to the conduct listed above.

When we determine that conduct constitutes customer harassment, we may refuse to continue providing services or conducting business with the relevant party.

Where necessary, we may make audio or video recordings to verify the facts.

Where appropriate, we will take strict action in cooperation with external organizations, including the police and legal counsel.

When an employee experiences customer harassment, we will prioritize the care and well-being of the employee.

We will provide thorough education and training to prevent our employees from engaging in harassment toward our customers’ employees, and we will work to build healthy relationships with all stakeholders.

If it is confirmed that any of our employees, including officers, has engaged in customer harassment toward an employee of another company, we will take strict action in accordance with our work rules and other applicable internal regulations.