Statement of purpose

Resorts Ryukyu Co., Ltd. strives to improve all the services and technologies we provide so that our customers can spend their time safely and with peace of mind.

In order to provide high-quality services to our customers, we have formulated and published this policy from the standpoint of protecting our employees. Please be aware that this basic policy is not intended to exclude valuable opinions from our customers.

What is harassment?

According to the Ministry of Health, Labor and Welfare's "Corporate Manual for Customer Harassment Countermeasures," when “complaints, criticism, etc. are received from customers, it may be considered harassment if the means or manner of delivery is considered socially unacceptable, especially if it results in harm to the employees’ work environment.

The "Customer Harassment Prevention Manual" published by the Ministry of Health, Labour and Welfare of Japan states, "Among the complaints and actions from customers, etc., the means and manner to achieve the request are socially unjustifiable in light of the validity of the content of the request and actions, and the means and manner are detrimental to the working environment of the employee, The main target is assumed to be "those that are detrimental to the working environment of employees."

Please note that the scope is not limited to the following acts.

Covered conduct

In accordance with the "Corporate Manual for Customer Harassment Countermeasures" released by the Ministry of Health, Labor and Welfare.

【Actions that are likely to be deemed inappropriate regardless of the validity of the customer complaint】

• Physical attack (assault, injury)
• Psychological attacks (threats, slander, defamation, insults, abusive language, etc.)
• Coercive behavior
• Demand for “dogeza,” or to apologize while kneeling
• Continuous, repeated, persistent inappropriate behavior
• Restrictive behavior (refusal to leave or to let an employee get back to work)
• Discriminatory speech and behavior
• Sexual harassment
• Attacks or demands directed at individual employees

【Things that may be deemed inappropriate regardless of the validity of the customer complaint】

• Request for product exchange
• Request for refund or monetary compensation
• Request for an apology other than while kneeling

Response to customer harassment

【Response to customers】

• We will seek to resolve customer harassment in a reasonable manner through rational discussion.However, we may refuse to allow customers to use our services if we deem the conduct to be malicious.

【Response for Employees】

• We provide training on how to deal with customer harassment so that each employee can respond promptly in the event of an incident.
• The Company has created a manual for dealing with customer harassment, and has made it part of an internal system.
• A consultation service for victims of customer harassment has been set up.
• When necessary and appropriate, we will cooperate with outside agencies (police, lawyers, etc.).

Request to customers

Many of our customers have used Resorts Ryukyu's services with no incidents of the kind described above. However, in the unlikely event that a customer harassment incident occurs, we will take resolute action in accordance with this policy. We will continue to make every effort to provide higher quality services to our customers, and we ask for your continued cooperation in this matter.