Sumitomo Mitsui Trust Group, Inc. (the “Group”) has defined “Trust for a flourishing future- Creating new value with the power of trusts and let prosperous future for our clients and society bloom” as its Reason for Existence (“Purpose”) and positioned “Offer a workplace where the diversity and creativity of its employees are more fully utilized to add value to the organization and where employees can have pride and be highly motivated in fulfilling their missions” as one of its Management Principles (“Mission”).
To put these objectives into practice, we believe it is essential to ensure a safe and comfortable working environment for each and every officer and employee. However, we have identified instances of conduct by some customers—such as violence, threats, unreasonable demands and abusive or defamatory comments on social media—that infringes on the human rights of our officers and employees and unreasonably interferes with the Group’s operations. We deem such conduct to be customer harassment.
We take all feedback and requests from our customers seriously and are committed to improving our products and services. However, if we determine any conduct to constitute customer harassment, we will respond in accordance with the policy set forth below.
- Responding to Customer Harassment
The group will take firm action in response to any conduct deemed to constitute customer harassment, including refusing to provide customer service. If we deem any conduct to be particularly severe, we will work with the police, legal professionals and other relevant parties to address the matter appropriately.
- Definition of Customer Harassment
Any complaints or requests made by customers or similar parties where the substance of the demand is not deemed reasonable, or where, in view of the demand’s reasonableness, the means or manner used to pursue it are deemed socially unacceptable and may adversely affect the working environment of the Group’s officers and employees.
- Examples of Customer Harassment
Cases deemed to be customer harassment include, but are not limited to, the below examples.
(1) Physical assault (violence, bodily harm)
(2) Psychological abuse (threats, slander, defamation, insults, abusive language)
(3) Intimidating behavior or language, demands for excessive or humiliating apologies
(4) Repeated or persistent remarks or conduct, coercive acts (refusal to leave, loitering, unlawful confinement)
(5) Discriminatory remarks or conduct, sexual remarks or conduct
(6) Attacks or demands directed at individual employees
(7) Unauthorized photographing/recording of employees or premises
(8) Posts (including the publication of photographs, audio, video, names of officers and employees) and defamatory or abusive comments on social media or the internet
(9) Other acts of harassment