JR East Group Policy on Customer Harassment

Introduction

The JR East Group respects and works toward the well-being of all people in compliance with relevant laws and regulations, whether outside of or within Japan, including local culture of all communities, and pay due consideration to the global environment and human rights within the scope of our business activities as we endeavor to provide safe and high-quality services in response to the expectations of our customers.

There have been, however, cases in which some customers, who, while in use of our group's services, behave abusively in ways that constitute Customer Harassment, such as in assaults, threats, extremely abusive language, and/or unreasonable demands.

Such behavior not only compromises the dignity of JR East Group employees working to provide safe and high-quality services, but also degrades the safety and comfort of their work environment.

The JR East Group will continue to respond to opinions and requests from our customers.

At the same time, we believe that in order to continue providing safe and high-quality services, it is essential to take resolute actions against any behavior that constitutes Customer Harassment, and to protect the safety of all employees, and have therefore formulated the “JR East Group Policy on Customer Harassment” as follows:

Definition of Customer Harassment

Customer Harassment in this Policy includes complaints and demands from our customers, wherein the content cannot be considered as reasonable or, the means and manner of the demands stated cannot be considered appropriate under socially accepted norms, and/or would have negative consequences on the JR East Group work environment.

[Examples of Customer Harassment]

The following descriptions are examples by no means exhaustive.

  • - Physical or psychological aggression (assault, injury, threats, slander, defamation, insults, abusive language) and other intimidating behavior
  • - Continued or persistent verbal and/or physical abuse
  • - Demanding (employee) to kneel down on the ground and apologize.
  • - Obstructive behavior (refusal to withdraw, squatting, confinement)
  • - Overtly discriminatory or sexual language/behavior
  • - Behaving aggressively toward or making demands of individual employees of the JR East Group
  • - Making unreasonable or excessive requests for the provision of services
  • - Making unjustified demands for exchange of goods, financial compensation, or apologies

Our Position on Customer Harassment

For the protection of all employees of the JR East Group, we do not correspond to complaints or demands that amount to Customer Harassment in situations as described above.

Furthermore, if we deem the behavior as malicious, we will take the appropriate and legal actions through the police, lawyers, and/or other appropriate means and authorities.

The JR East Group will hereafter proceed to act as follows:

  • - Clarify the corporate position through this Policy and promote awareness among and enlighten employees of the JR East Group regarding Customer Harassment
  • - Establish ways and procedures to deal with Customer Harassment
  • - Educate and train JR East Group employees accordingly
  • - Establish a hotline and reporting system for JR East Group employees

April 2024
East Japan Railway Company
President and CEO
Yoichi Kise