At Coloplast, we are dedicated to "making life easier for people with intimate health care needs" and committed to delivering innovative and superior products, services, and solutions to our customers to realize our vision of "listening to and responding” to our customers.
We believe that respecting the human rights of both customers and employees and building trust leads to the provision of high-quality products, services, and solutions. In the event that customers make demands or exhibit behavior that exceeds socially acceptable norms, we have established the "Basic Policy Against Customer Harassment" to ensure a safe working environment for our employees.
Definition of Customer Harassment
Customer harassment refers to demands or behaviors from customers that lack social acceptability in their content or means and forms that are socially unacceptable in light of the reasonableness of the content, and that harm the working environment of employees through such means or forms.
This policy is formulated based on the Ministry of Health, Labour and Welfare's "Customer Harassment Countermeasure Manual for Companies".
The following examples of customer harassment are illustrative and not exhaustive:
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Unreasonable or excessive demands
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Demands for products, services, money, or apologies without legitimate reasons
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Restrictive actions (long phone calls, refusal to leave, staying, confinement)
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Physical or verbal abuse (threats, abusive language, intimidation, defamation, insults, etc.)
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Discriminatory or sexual behavior
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Continuous or persistent behavior
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Posting personal information on social media/internet (publishing photos, audio, videos, etc.)
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Unauthorized recording and photographing of employees or related facilities
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Inappropriate timing of phone calls or summoning
Response to Customer Harassment
While most customers use our products and services without incidents of customer harassment, if a customer's behavior or demands are judged to constitute customer harassment, we may refuse service. In cases of actions deemed malicious, we will consult with relevant authorities such as the police or legal counsel and respond accordingly.