Policy on Customer Harassment

Introduction

Ajidonya Asuka Honten (“our store”) strives to convey the traditions and culture of Japan through cuisine. We are committed to continuously refining our services and ensuring that every customer who visits our store has a meaningful and pleasant experience, through sincere and courteous service.

At the same time, we respect the human rights of our employees, in accordance with our internal human rights policy.

There are occasions when inappropriate behavior or unreasonable demands from customers interfere with the duties of our staff.

To ensure a safe and secure working environment for our employees, we have established these “Guidelines on Customer Harassment” to respond firmly to any customer whose demands or behavior exceed socially acceptable standards.

These guidelines are based on the “Manual for Corporate Measures Against Customer Harassment” published by the Ministry of Health, Labour and Welfare of Japan.

Definition of Customer Harassment / Prohibited Acts

In accordance with the definitions outlined in the Ministry of Health, Labour and Welfare’s “Manual for Corporate Measures Against Customer Harassment,” customer harassment includes the following:
(Reference: MHLW Manual – Japanese PDF)

1. Examples of Unreasonable Customer Demands

When there is no fault or defect found in our products or services
When the demand is unrelated to the nature or content of our products or services

2. Examples of Inappropriate Behavior or Means of Demanding, Regardless of the Validity of the Demand

These behaviors are highly likely to be considered inappropriate regardless of the reason:

• Mental abuse (threats, insults, defamation, slander, abusive language)

• Persistent or repeated verbal attacks

• Intimidating or coercive language

• Demands for kneeling (as an apology)

• Physical assault (hitting, kicking, injury)

• Acts of confinement (refusal to leave, loitering)

• Discriminatory remarks

• Sexual harassment or inappropriate sexual comments

• Verbal or physical attacks directed at employees

• Demands that are unreasonable in light of the situation, such as:

  ・Requests for product replacement or remaking without valid reason

  ・Demands for apologies or refunds without reasonable grounds

  ・Demands for monetary compensation

3. Other Inappropriate Behavior by Customers

• Defamation or slander of our store or employees via social media or the internet

• Filming or photographing inside the store or of staff without permission

Please note that these examples are not exhaustive.
In particular, any violent acts such as hitting or kicking are considered immediate customer harassment and may constitute a criminal offense.

Internal Measures

1. Establishment of internal contact points for handling customer harassment and related issues

2. Employee training on customer harassment and handling methods, along with in-store display of countermeasure documentation

3. Psychological support for affected employees, and the establishment of internal and external consultation services

4. Cooperation with external specialists such as police and legal counsel

External Response

If we determine that a customer has engaged in customer harassment, we will take firm action to protect our employees, including suspension of customer service.
If the behavior is deemed malicious or criminal, we will respond appropriately, including legal action in cooperation with law enforcement or legal professionals.
In such cases, the customer may also be refused entry onto our premises.

Request to Our Customers

The vast majority of our customers use our services without any incidents of the kind described above.
However, in the event that any behavior from a customer constitutes customer harassment, we will respond in accordance with these guidelines.
We ask for your understanding and cooperation in maintaining a safe and respectful environment for all.