On October 1st, F-LINE formulated a basic policy regarding customer harassment from its business partners.
The company believes that protecting the safety and physical and mental health of its employees is essential for providing sustainable logistics services, and therefore, it will take organizational action against inappropriate words and actions that harm the working environment for its employees.
Regarding customer harassment, the company defines it, based on the guidelines of the Ministry of Health, Labour and Welfare, as "demands and actions from business partners that exceed the appropriate scope of work and harm the working environment of employees."
This includes physical and mental attacks such as assault and battery, shouting and insults, and personal attacks, as well as sexual harassment, unreasonable demands that threaten safe operation or work, and excessive demands such as unpaid work that exceeds the scope of the contract.
This also includes unilateral reprimands or excessive time constraints resulting from unreasonable waiting or waiting periods, persistent contact outside of working hours, and threatening behavior such as making unfair contract changes or imposing disadvantages without legitimate reason, such as threatening to terminate the transaction.
If the incident in question occurs, the response will not be left to individual on-site personnel, but a single point of contact will be established with management or a specialized department. Objective records such as call recordings and dashcam footage will be used to confirm the facts.
In the event that such customer harassment is confirmed, we will verify the facts with our business partners and take strict action. We will not leave the response to individual employees on site, but will handle it centrally as an organization, verifying the facts and requesting the correction and improvement of the conditions in writing.
If no improvement is seen or malicious behavior continues, measures will be taken, including the suspension of the relevant business and the termination of the basic trading agreement.
The company believes that a "spirit of mutual respect" and "equal and healthy collaborative relationships" are essential for realizing sustainable logistics, and is seeking understanding and cooperation from its business partners.
■ Basic policy against customer harassment
