Basic Policy on Responding to Customer Harassment

Basic approach to customer harassment

The Hitachi Health Insurance Society strives to build positive relationships with members, business partners, related organizations, and other stakeholders by responding sincerely and appropriately to consultations, inquiries, and comments, and by working to resolve issues in good faith. The Society also takes valuable feedback seriously and shares it within the Society to improve its services and enhance service quality.
At the same time, harassment directed toward officers and employees, such as improper demands or speech and behavior that exceed what is considered socially acceptable, not only damage their personal dignity and integrity and harm their working environment, but may also impede the appropriate provision of Society services.
To safeguard the human rights of officers and employees and to ensure a safe working environment, the Society will not tolerate such harassment and will respond decisively as an organization.

Definition of customer harassment

The Hitachi Health Insurance Society defines customer harassment as demands from stakeholders that it determines to lack reasonable grounds, or actions taken to satisfy such demands that are socially unacceptable and detrimental to the working environment of employees of the Society or its subcontractors.

Examples of customer harassment

(The following are specific examples, but not intended to be exhaustive.)

• Physical or psychological attacks (violence, injury, intimidation, forceful demands, slander, libel, insults, verbal abuse) and intimidating speech or behavior
• Continual or persistent speech or behavior
• Demands for apologies on hands and knees
• Restraining conduct (refusing to leave, sit-ins, confinement, or unreasonably lengthy or repeated detention by customers)
• Discriminatory or sexual speech or behavior
• Attacks on or demands directed at individual Society officers or employees
• Posting personal information or similar data concerning Society officers or employees to social media, the Internet, etc. (publication of photos, audio, or video)
• Demands for provision of unreasonable or excessive services
• Demands for money, goods, monetary compensation, or apologies that lack legitimate basis or exceed the scope of the Society’s liability or generally accepted social norms
  

Responses to customer harassment

• Inappropriate demands will be firmly refused.
• The Society will refuse to respond to any conduct or demand that the Society determines constitutes customer harassment.
• Depending on the circumstances, the Society will consult with attorneys or other professionals and take strict action, including the possibility of legal proceedings.
• In the event of violence, intimidation, extortion, slander, libel, or similar conduct, the Society will respond strictly in cooperation with the police, attorneys, or other professionals.

• * Recordings of calls and meetings
  Please note that the Society records telephone calls and in-person meetings for purposes of responding appropriately to inquiries and consultations, improving service quality, verifying the details of communications, and ensuring the safety of its employees and members. We appreciate your understanding in advance.

October 2026