Background for the Publication of PayPay’s Approach
PayPay Corporation (hereinafter "PayPay") aims to make people's lives more convenient and richer through the services we provide.
PayPay believes that the feedback from users of its services and from the stores and companies with which it does business (hereinafter collectively "Customers") is indispensable for providing even better services and strives to always attentively listen and respond to Customers' voices.
However, there have been instances of harassment by a small number of Customers towards either employees of PayPay or its subcontractors (hereinafter collectively "PayPay Employees").
PayPay believes that it is essential for PayPay Employees to be able to engage in their work in good mental and physical health and to have a safe working environment in order to provide services.
Therefore, in order to protect PayPay Employees from harassment, PayPay is publishing this Policy on Harassment by Customers.
Behaviors Subject to This Policy
Based on the "Corporate Manual on Prevention of Harassment by Customers" published by the Ministry of Health, Labor and Welfare, PayPay defines harassment by customers as follows:
"Claims or actions by customers that are either inappropriate in content or, even if appropriate, are pursued through socially unjustifiable means and manners, and that harm the working environment of employees."
Examples of harassment by customers include, but are not limited to:
[Violence and Abusive Language]
- Verbal intimidation and threats
- Intimidating behavior
- Verbal or written statements that insult PayPay Employees
- Verbal or written statements that denigrate the character of PayPay Employees
- Violent behavior
[Excessive or Unreasonable Demands]
- Requests or coercion to provide excessive services beyond normal operations
- Financial demands or extortion for refunds or compensation beyond the scope of relevant agreements
- Excessive repetition of the same requests and inquiries
- Demand for apology or punishment without reasonable cause
- Request for face-to-face meetings without permission/appointment
[Other Harassing Behaviors]
- Invasion of privacy of PayPay Employees
- Sexual conduct, demands, or coercion aimed at PayPay Employees
- Slander on social networking sites and the internet in general
Response to Harassment by Customers
PayPay will take firm action whenever a behavior subject to this policy is discovered.
It may result in refusal to provide services or respond to inquiries.
Additionally, if PayPay deems the behavior to be malicious, it will take appropriate action after consulting with the police or lawyers.
Measures to Inform and Educate PayPay Employees
PayPay will establish the following systems to ensure prompt and appropriate response in the event of customer harassment:
- Provide training on harassment by customers and how to deal with it
- Establish a response system in the event of harassment by customers
- Provide care for PayPay employees who have been victims of harassment by customers
- Collaborate with outside specialists (e.g., industrial physicians) to provide more appropriate mental health care
