MST Group Policy
on Customer Harassment

The MST Group upholds a shared commitment to thoroughly implementing customer-oriented initiatives.
We sincerely respond to our customers, meeting their trust and expectations to provide enhanced satisfaction. Furthermore, by promptly understanding our customers' diverse needs, opinions, and requests, we provide optimal insurance proposals and services, positioning ourselves as the preferred choice and building lasting relationships with our customers.

However, among the demands and behaviors from customers that exceed the bounds of common sense, there are acts that deny the personality of our officers and employees, including violence and sexual harassment, which harm the dignity of our officers and employees. We recognize these acts as issues that lead to the deterioration of the workplace environment.

The MST Group believes it is essential to respond resolutely to acts constituting customer harassment and to protect each and every one of our officers and employees. Accordingly, we have established the "MST Group Policy on Customer Harassment" as follows.

1. Our Stance on Customer Harassment

When the Company determines that a customer's demands or behavior constitute customer harassment, we will, as a general rule, decline to provide further customer service. In cases deemed particularly necessary, we will consult with the police, lawyers, and other appropriate parties and take appropriate measures, including legal action, to respond resolutely to customer harassment.
Additionally, we will strive to educate and guide MST Group officers and employees to ensure they do not engage in customer harassment.

2. Definition of Customer Harassment

Any complaint, speech, or behavior by a customer for which the contents of what is demanded are deemed inappropriate, or the means or manner in which the demands were made are inappropriate according to socially accepted norms, or could have a negative impact on the working environment of officers and employees.

[Examples of Behavior Constituting Customer Harassment]

Customer harassment includes, but is not limited to, the following examples.

  • ・Physical aggression (violence, injury)
  • ・Psychological aggression (threats, slander, defamation, insults, verbal abuse)
  • ・Intimidating language or behavior
  • ・Demands for prostration (dogeza)
  • ・Continued or persistent language or behavior
  • ・Restrictive language or behavior
  • ・Discriminatory language or behavior
  • ・Sexual language behavior (sexual harassment)
  • ・Attacks or demands targeting individual officers and employees
  • ・Unauthorized photography or recording of officers and employees or facilities
  • ・Posts on social media or the internet (including publishing photos, audio, video, or the name of an individual) and online defamation
  • ・Other behaviors that constitute harassment