Company Policy on Customer Harassment

ALEPH takes our customers’ legitimate opinions and requests seriously and strives daily to enhance our products and services.
However, unreasonable demands or behavior that deviates from social norms on the part of some customers can jeopardize the work environment for our employees and hinder the normal conduct of business. Therefore, in order to protect our employees, we will take resolute and appropriate action as an organization against any behavior that exceeds what is considered reasonable by social standards. We ask for your understanding and cooperation regarding this policy.

In pursuit of improving customer satisfaction and maintaining a work environment where employees can feel secure, we have established the following basic policy regarding customer harassment.

Basic Policy on Customer Harassment

We strive to improve customer satisfaction by sincerely listening to our customers, understanding their concerns and dissatisfactions, and addressing them.
Achieving this requires respecting our employees’ human rights and ensuring their physical and mental health and safety. We also believe it is essential to have the cooperation of our customers.

Unfortunately, there have been instances where the peaceful dining atmosphere for customers who have come to eat has been disrupted, and the working environment for our employees has been adversely affected, due to excessive, unreasonable and unjust demands made by some customers, as well as claims that deviate from social norms and malicious behavior.

To enhance customer satisfaction and ensure that our employees can work with peace of mind, we will address these demands and conduct as follows.

Please note that this Policy does not restrict the submission of legitimate opinions, requests, inquiries, or complaints regarding our products and services. Furthermore, regarding requests for reasonable accommodations from customers with disabilities, we will respond appropriately through constructive dialogue in accordance with relevant laws and regulations.

Actions Subject to This Policy

*The following are examples. Actions subject to this policy are not solely limited to these examples.

1. Demands that are grossly unreasonable by social standards
   1. Demands for actions that cause physical pain, such as kneeling on the floor and bowing your head to the ground in apology
   2. Demands for excessive amounts of money or valuables
   3. Unreasonable demands for exchanges or refunds
   4. Unreasonable demands with no causal relationship
   5. Demands for internal disciplinary actions, such as employee termination (demands involving disciplinary action, termination, or similar measures against employees without just cause or that exceed what is considered reasonable under generally accepted social norms)
   6. Demands for unreasonable written apologies
2. Demands made in a manner (or with an attitude) that is grossly unreasonable by societal standards
   1. Verbal abuse that denigrates a person’s character
   2. Intimidation or threats
   3. Acts of violence
   4. Interference with business operations (acts that significantly hinder the performance of business operations, such as lingering for extended periods, refusing to leave, persistently repeating the same demands, or tying up staff for long periods via phone calls, emails, etc.)
   5. Tying up staff for extended periods through repeated demands, etc.
   6. Defamation and slander on social media or the Internet
   7. Summoning employees to workplace locations without reasonable cause
3. Other Forms of Harassment
   1. Violations of employee privacy
   2. Sexual harassment
   3. Other forms of harassment

Our Approach to Handling Customer Harassment

1. We will take a resolute stance against any demands that are significantly unreasonable by societal standards.
2. If such actions occur, we may refuse to provide our products or services to such individuals.
3. We will consult with the police, attorneys, and other relevant parties and take appropriate action against any malicious conduct.
4. We will provide ongoing education and training to our employees to enhance their knowledge and ability to respond to such situations.
5. We will establish a consultation service system to protect our employees as an organization.