Our Policy on Unreasonable Customer Conduct at Expressions
1. Fundamental Policy on Unreasonable Customer Conduct
At Expressions, we strive to ensure that our guests enjoy comfortable stays. At the same time, however, to ensure that our staff can feel safe and comfortable doing their work, we take a firm stance against unreasonable customer conduct that represents a significant threat to employees’ human rights and working conditions. In the event that an employee experiences unreasonable conduct from a guest, we encourage them to report it to the company for a consultation, to which we shall respond systematically.
2. Definition of Unreasonable Customer Conduct
We primarily address acts here that are defined in the Ministry of Health, Labour and Welfare’s Corporate Manual for Responding to Unreasonable Customer Conduct as follows: “Complaints or remarks made by customers for which the means or manner used to achieve the demand, relative to the appropriateness of the demand itself, is deemed unreasonable by social standards, and for which such means or manner is harmful to the employee’s working environment.”
3. Acts Considered Unreasonable Customer Conduct
Our standards are based on the Ministry of Health, Labour and Welfare’s Corporate Manual for Responding to Unreasonable Customer Conduct. Note that the scope is not limited solely to the examples listed below.
(1) Examples of unreasonable customer demands:
・When there is no fault or negligence to be recognized in the company’s services
・When the request is unrelated to the nature of the services being offered
・When the request is based on a sense of inequality or misunderstanding regarding nationality, beliefs, etc.
(2) Examples of socially unacceptable ways of making demands:
a. Methods likely to be deemed unreasonable regardless of the request’s validity:
・Physical attacks (e.g. assault, battery)
・Psychological attacks (e.g. threats, defamation, insults, abusive language)
・Intimidating words or deeds ・Persistent and/or relentless words or deeds
・Demanding kneeling in apology ・Restrictive deeds (e.g. refusal to leave)
・Discriminatory words or deeds ・Sexual words or deeds
・Attacks or demands directed at individual employees
b. Demands that may be deemed unreasonable depending on validity:
・Demands for product exchanges ・Demands for monetary compensation
・Demands for apologies without reasonable justification
(3) Examples of other harmful or disruptive customer behavior:
・Defamatory or slanderous behavior on social media or other parts of the internet
・Mocking or insulting remarks toward foreign employees
4. Response to Unreasonable Customer Conduct
In the event of unreasonable customer conduct, we shall take decisive action to protect our employees. Depending on circumstances, customers may be refused use of our facilities. We also reserve the right to collaborate with external experts, such as police and lawyers, to take legal measures if necessary.
5. Our Request to Our Guests
Expressions strives to provide the utmost support to ensure that guests enjoy comfortable stays. However, in the event that we encounter any speech or behavior constituting unreasonable customer conduct, we will respond as necessary in accordance with this basic policy. We kindly request your understanding and cooperation.
Established June 2025