NTT Group Basic Policy on Harassment by Customers

Introduction

The first pillar of the NTT Group management strategy is "NTT as a Creator of New Value and Accelerator of a Global Sustainable Society." To support this, we have set "Upgrading the Customer Experience (CX)" as the second pillar and "Improving the Employee Experience (EX)" as the third pillar. In advancing this approach, we also actively work to create an environment that further enhances employee engagement.

Despite these efforts, there have been instances of some NTT Group customers engaging in abusive behavior that can be classified as harassment by customers. Based on the belief that protecting every single employee from such behavior and ensuring a safe working environment leads to the provision of high-quality service focused on the Customer Experience (CX), we have therefore established the NTT Group Basic Policy on Harassment by Customers.

Definition of Harassment by Customers

Speech, behavior or demands by customers (including business partners) that harm the working environment of employees (employees, contractors, etc. working for NTT Group and its subcontractors), either by being inappropriate in nature or by being delivered in a means or manner that is against societal norms, even if the content can be considered appropriate.

Applicable Conduct

Physical and mental abuse (assault, injury, intimidation, slander, defamation, insults, abusive language) or coercive speech or behavior
Demanding excessive apologies (demanding that employees kneel down to apologize, etc.)
Restrictive behavior (refusal to leave, prolonging contact via telephone or in person, confinement, forcing or demanding employees to provide the same explanation multiple times)
Unauthorized entry to facilities connected to NTT Group
Unauthorized taking of audio recordings, photographs or video of employees working at NTT Group or of facilities connected to NTT Group
Discriminatory or sexual speech or behavior
Abuse or demands targeted at individual employees working at NTT Group
Posting of personal information, etc. of employees working at NTT Group on social media or the Internet (including publication of photographs, audio or video)
Demand for unreasonable or excessive services
Inappropriate demands for products, services or financial compensation

The above definition and examples are based on the Corporate Manual on Measures against Customer Harassment created by Japan's Ministry of Health, Labour and Welfare. The stated examples do not constitute an exhaustive list of behavior considered harassment by customers.

Response to Occurrences of Harassment by Customers

In the event that speech or behavior determined to constitute harassment by customers occurs, we take firm action to protect employees. Where necessary, this includes refusing to serve customers in some cases.
Where actions are determined to be malicious or unlawful, we collaborate with external experts, such as the police and lawyers, and take strict action, including legal action.

Response in Support of Employees

We provide training to inform employees about harassment by customers and how it should be handled.
We place the highest priority on caring for employees who have been subjected to harassment by customers and work to prevent reoccurrences.

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