DeNA Group Basic Approach to Customer Harassment

Introduction

“We delight people beyond their wildest dreams” is the Mission of the DeNA Group. The DeNA Group cooperates appropriately with a variety of stakeholders to bring Delight to many areas and create a world where people’s individuality can shine.

However, in the course of daily operations, there are some customers who engage in harassment of DeNA employees or stakeholders (hereinafter collectively referred to as “DeNA employees, etc.”). Harassment is a human rights issue, and can cause harm to the dignity of DeNA employees, etc. and worsen the work environment. DeNA does not tolerate harassment, and believes it is essential to protect DeNA employees, etc. from harassment. For these reasons, DeNA has defined the “DeNA Group Basic Approach to Customer Harassment” as follows.

Definition of Customer Harassment

With reference to the “Corporate Manual on Measures against Customer Harassment” issued by the Ministry of Health, Labour, and Welfare, DeNA defined customer harassment as “damage to the work environment for DeNA employees, etc. as a result of unreasonable demands by customers, etc., or in a situation where the demand may have been reasonable, as a result of socially unacceptable language or behavior, etc.”

Some major examples of customer harassment are as follows, but are not limited to this list.

  • Acts of violence or physical aggression
  • Intimidation, threats, or other extremely abusive language or behavior
  • Insulting, character-denigrating, or otherwise abusive language or behavior
  • Language or behavior that is defamatory or damaging to one's reputation or economic credibility
  • Discriminatory or sexually offensive language or behavior
  • Acts infringing on the privacy of DeNA employees, etc.
  • Demands for excessive services beyond the scope of the warranty or otherwise beyond what is socially acceptable, or demands that have nothing to do with the products or services provided by DeNA
  • Demands for an apology from DeNA, demands for monetary or other compensation, or demands for punishment of the DeNA employees, etc., for a situation or in a manner for which there is no reasonable cause
  • Restraining a person for a long time by excessively repeating the same demands or complains, or berating the person
  • Acts that cause severe mental stress or fear to DeNA employees, etc., such as bullying, unnecessary fault-finding, verbal abuse, stalking, ambushing, etc.
  • Causing severe mental stress to DeNA employees, etc., by repeatedly engaging in language or behavior suggesting suicide or self-harm
  • Language or behavior inducing or suggesting suicide or self-harm by DeNA employees, etc. or third parties
  • Any other actions that cause severe mental stress, fear, or unacceptable hindrance to the DeNA employees, etc.
  • Sharing or spreading slander or false information on social media or other internet sites, or providing false information to DeNA
  • One-sided and excessive communication to DeNA official social media accounts
  • Photographing or recording DeNA's employees, etc. without permission, or recording audio, etc. Any act of using or spreading images, video, audio, etc. that include the face, voice, etc. of a person in a manner that may cause offense or discomfort to the person concerned.
  • Other acts that are highly malicious from the viewpoint of protecting DeNA's employees, etc.

Response to Customer Harassment

If DeNA determines that a demand, language, or behavior toward DeNA employees, etc. constitutes customer harassment in accordance with this policy, DeNA may refuse to conduct a transaction, provide customer service, or provide part or all of our services, or we may suspend our services. Furthermore, if DeNA deems the behavior to be malicious, we will consult with legal counsel, the police, or other appropriate authorities as necessary, and take appropriate measures, including legal action and criminal proceedings.

DeNA Initiatives

  • Clarification of our corporate stance through this policy, and disseminating it to and raising awareness among DeNA employees, etc.
  • Establishment of procedures for responding to customer harassment
  • Provision of education and training for DeNA employees, etc. on customer harassment
  • Establishment of a consultation and reporting system in the event of customer harassment