Protea Japan Group: Basic Policy on Customer Harassment
Introduction
At Protea Japan Group, we believe our products have a positive impact on people’s health and well-being. Guided by our vision – “Become the leading provider of science-based beauty and wellness lifestyle solutions” – we strive to deliver solutions that enhance everyday life.
All our products are scientifically validated and globally recognised brands. We carefully select and offer them through a customer-centric, omni-channel environment to meet diverse needs.
However, in rare cases, socially unacceptable behaviour by customers – known as Customer Harassment – may occur. Such actions can harm the physical and mental well-being of our employees and disrupt a healthy work environment, ultimately affecting our ability to provide products and services.
We are committed to taking a firm stance against customer harassment to protect our employees and maintain a safe workplace, which we believe is essential for building better relationships with our customers. This policy sets forth our approach.
Definition of Customer Harassment
Based on the Ministry of Health, Labour and Welfare’s Corporate Manual for Customer Harassment Measures, Protea Japan Group defines customer harassment as:
“Any complaint or behaviour from a customer that, considering the reasonableness of the demand, involves means or manners that are socially unacceptable and results in harm to the employee’s work environment.”
Examples of Conduct Considered Customer Harassment
While we always aim to respond with empathy and understanding for customers, the following behaviors are considered unacceptable:
(1) Unreasonable Demands
- Requests unrelated to the product or service provided
- Claims where no defect or fault is objectively recognised
(2) Socially Unacceptable Means or Manners
- Physical aggression (assault, injury)
- Verbal or psychological abuse (threats, insults, defamation, harassment, abusive language, personal attacks)
- Intimidating behaviour (including demands for extreme acts such as kneeling)
- Persistent or repeated actions (long calls, repeated complaints)
- Restrictive actions (refusal to leave, confinement)
- Discriminatory remarks
- Sexual harassment
- Personal attacks or harassment (unauthorised recording, publishing personal information or images on social media or media outlets)
- Excessive or unjustified demands (unreasonable product exchanges, monetary compensation, impossible requests)
- Excessive demands for apology
Our Basic Approach
We will respond to customer opinions and requests sincerely and calmly. However, if a demand or behaviour is deemed customer harassment, we may suspend our response and refuse further transactions or services. In cases of malicious conduct, we will take firm actions, including reporting to authorities and pursuing legal measures in cooperation with police and legal professionals.
Our Initiatives
Under this policy, Protea Japan Group will:
- Establish clear procedures for handling customer harassment incidents
- Provide employees with accurate knowledge and awareness training, and ensure this policy is well communicated
- Collaborate with external experts such as police, lawyers, and occupational health professionals for appropriate responses
Established: November 20, 2025