Aqua World Ibaraki Oarai Aquarium Basic Policy for Preventing Customer Harassment
1. Basic Policy
The Ibaraki Cultural Promotion Foundation (hereinafter referred to as "the Foundation"), as an organization involved in the operation of Aqua World Ibaraki Oarai Aquarium and the promotion of culture and arts, considers it an important responsibility to provide an environment in which all customers can enjoy themselves with peace of mind, as well as to create a workplace in which employees can perform their duties safely and with dignity.
On the other hand, verbal abuse, intimidating behavior, or excessive demands by customers towards staff members that exceed the Foundation's rules not only hinder smooth operations but also pose a serious threat to the safety and physical and mental health of staff members.
Our foundation has established a "Basic Policy for Preventing Customer Harassment" to ensure the physical and mental safety of our staff and to maintain sound facility operations.
We will respond sincerely to legitimate opinions and requests, but we will take a firm and appropriate stance against any behavior that is unreasonable according to social norms, such as abusive language, intimidation, excessive demands, or prolonged detention.
2. Definition of customer harassment
Based on the guidelines of the Ministry of Health, Labour and Welfare, our foundation defines "customer harassment" as any act that meets all three of the following requirements.
- This refers to the words and actions of customers, business partners, facility users, and other individuals involved in the Foundation's activities, which take place in the workplace.
- In light of the nature of the work performed by the employee and other circumstances, it exceeds what is socially acceptable.
- Such words and actions may harm the working environment of employees.
● Regarding thorough explanations based on reasonable accommodations
We will strive to prohibit unfair discriminatory treatment based on disability in accordance with the Act on Promotion of the Elimination of Discrimination on the Grounds of Disability, and to provide careful explanations and appropriate responses based on reasonable accommodations. However, acts such as violence, abusive language, and denigration of a person's character will not be tolerated for any reason whatsoever.
3. Examples of behaviors that constitute customer harassment
The following are specific examples of behaviors that constitute customer harassment within our foundation:
<Content that exceeds what is socially acceptable>
- Requests without justification or unrelated to the product or service
- Requests that significantly exceed the services expected by contract, etc.
- Requests that are extremely difficult or impossible to fulfill.
- Unjust demands for compensation
<Means or methods that exceed what is socially acceptable>
- Physical attacks (assault, battery, etc.)
- Psychological attacks (threats, slander, libel, insult, verbal abuse, forced prostration, etc.)
- Intimidating language and behavior
- Persistent and persistent words and actions
- Coercive behavior (refusal to leave, loitering, imprisonment, etc.)
4. Stance on responding to customer harassment
To protect our employees from customer harassment, our foundation will take the following measures depending on the situation:
●"Organizational refusal" and termination of dialogue
If any conduct is deemed unreasonable according to generally accepted social norms, the individual employee will immediately cease the conversation, and a manager (senior employee) will step forward to firmly refuse the request as an organization.
●Suspension of service provision and request to leave the premises (eviction order)
If you do not comply with our warnings or orders, we will immediately cease providing services and demand that you leave the premises promptly (order to vacate). If you continue to stay, we will take action against you for trespassing or other offenses.
●Immediate cooperation with the police and related organizations (lawyers, government agencies, etc.)
In cases of high risk, such as acts of violence, coercion of apologies, intimidation, or refusal to leave, we will immediately report the matter to the police without hesitation and take strict action.
● Preservation of evidence through audio and video recording
To ensure the safety of our customers and staff and to improve our services, we may record video footage and audio recordings of conversations within our facilities and reception areas.
● Legal action against inappropriate posts on social media, etc.
If we discover any inappropriate posts, unauthorized photography to identify individual employees, or defamation on the internet or social media, we will take legal action (such as requests for removal or requests for disclosure of information based on the Provider Liability Limitation Act) in cooperation with lawyers, specialized organizations, and the relevant prefectural departments.
To ensure a comfortable experience for all our guests, we kindly ask for your respectful behavior and understanding and cooperation regarding facility and performance management.