1. Introduction

The KADOKAWA Group aims to deliver a wide variety of content to customers around the world and contribute to the creation of spiritually rich society.
The Group will sincerely address your opinions and requests, but, as an organization, we stand resolutely against acts that affront the dignity of employees, etc. and requests that are beyond what is socially acceptable.

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2. Acts the KADOKAWA Group Resolutely Stands Against

In accordance with Ministry of Health, Labour and Welfare guidelines, the KADOKAWA Group defines customer harassment as follows.
Even when a customer appears to have valid grounds for a claim or complaint, if the Company deems a customer’s claim or complaint to be socially unacceptable in terms of its means or tone, we will treat the matter as customer harassment and refuse to address it.

(1) Acts that are inappropriate in terms of their means or tone despite the validity of the customer's request

Examples)

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• Physical or psychological attacks

  Violence, intimidation, blackmail, menacing, threats, insults or words or actions that denigrate a person's character

• Restraint or persistent behaviors

  Long telephone conversations, refusing to leave a location, refusing to allow people to leave or restraining them for long periods by excessively repeating the same requests or complaints

• Digital harassment

  Defamation of employees, etc. or invasion of their privacy (e.g., secretly photographing or filming them, the unauthorized publication of these images, the release of personal information) on social media or the Internet

• Inappropriate words or conduct

  Discriminatory or sexual words or conduct (sexual harassment) against employees, etc.

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(2) Unjustifiable demands from customers

Examples)

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• Demands for excessive service

  Demands for treatment beyond the Company's regulations or the scope of warranties, or for preferential treatment without reasonable grounds

• Unjustifiable demands for money or apologies

  Demands for money beyond the legal responsibilities of the Company, or that employees prostrate themselves or apologize in other ways that are excessive in light of social standards

• Unjustifiable demands for punishment

  Demands for the dismissal or punishment of employees, etc.

• Obstruction of business

  Obstruction of regular operations through one-sided, excessive contact to support desks, official social media accounts, etc.

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3. Response to Customer Harassment

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• Discontinuation of responses

  We may refuse to handle a customer's request or offer services if any act that violates this policy has been confirmed.

• Legal action

  If the violation is deemed to be very malicious (e.g. blackmail, obstruction of business, defamation), we will report the matter to the police or take legal action (including requests to disclose information about the sender) in cooperation with lawyers.

• Care of employees, etc.

  The physical and psychological safety of affected employees, etc. will be ensured and appropriate care will be provided via the consultation office.

*The above definitions and examples are based on the Corporate Manual on Measures against Customer Harassment created by the Ministry of Health, Labour and Welfare.
Please note that the behaviors shown here are examples only. Customer harassment is not limited to the above.

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4. A Message to All

We wish to build good relationships with all of you to continue to provide better content and services.
Thank you for your understanding and cooperation.

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