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POLICY ON CUSTOMER HARASSMENT

The CLEARTHLIFE Group (hereinafter referred to as “the Group”) aims to contribute to the realization of a safe, comfortable, and harmonious society through corporate activities based on our management philosophy of responding to customers’ diverse needs in all aspects — from home selection to investment advice — in accordance with their lifestyles and delivering true value.
The Group listens sincerely to various forms of customer feedback, including complaints, inquiries, and opinions regarding our sales conduct, products (properties), and services, carefully confirming the background and reasons behind such feedback and utilizing it to improve product development, operational processes, and management policies. However, while there are legitimate complaints seeking improvements to products and services, there are also unreasonable and malicious claims involving excessive demands or unfounded accusations. In order to respect the human rights of our employees and protect them from such improper and malicious behavior, commonly referred to as customer harassment, the Group will respond firmly as an organization.

  • Definition of Customer Harassment

    Based on the Ministry of Health, Labour and Welfare’s “Corporate Manual for Customer Harassment Countermeasures,” the Group defines customer harassment as cases in which customer demands lack reasonable grounds or where the means or manner of achieving such demands are socially unacceptable, including but not limited to the following:

    (1) Cases where the content of the customer’s demand lacks reasonable grounds

    • When no defect or negligence is found in the products or services provided by the company
    • When the content of the demand is unrelated to the products or services provided by the company

    (2) Acts that are highly likely to be deemed inappropriate regardless of the legitimacy of the demand

    • Physical assault (violence, injury)
    • Psychological abuse (threats, slander, defamation, insults, abusive language)
    • Intimidating behavior (unilateral or coercive conduct, shouting, banging on desks, etc.)
    • Unreasonable demands for excessive apologies or acts of submission beyond social norms
    • Repeated or persistent behavior
    • Confining or restraining actions (refusal to leave, lingering, unlawful confinement)
    • Discriminatory remarks or behavior
    • Sexual remarks or behavior
    • Personal attacks or unreasonable demands directed at individual employees
    • Forcing contact outside business hours, such as on holidays or late at night, except in emergencies
    • Forcing actions that violate laws, regulations, or contractual obligations

  • (3) Acts that may be deemed inappropriate depending on the legitimacy of the demand

    • Requests for product replacement
    • Requests for monetary compensation
    • Requests for apologies (excluding acts of submission)

  • Basic Policy on Customer Harassment

    If the Group determines that a customer’s demands or behavior constitute customer harassment, we may refuse further customer interaction in order to protect our employees. We prioritize the dignity and safety of our employees and will respond firmly and organizationally to customer harassment. While valuing relationships of trust with our customers, we will not comply with unreasonable demands. In serious cases, we will not hesitate to consult and cooperate with external organizations such as the police and legal professionals.

  • Initiatives of the Group

    To prevent the occurrence of customer harassment and to ensure prompt and appropriate responses when incidents arise, the Group is implementing the following measures in addition to publishing this policy:

    • Establishment of response manuals for consultation and reporting procedures in the event of customer harassment
    • Establishment of consultation desks for employees who experience customer harassment
    • Providing employees with education and training on basic knowledge and response methods related to customer harassment