#Japan #Tokyo #ESG Management #Customer Harassment #FORVAL

FORVAL Takes a Stand Against Customer Harassment

Introduction

In a move to ensure a supportive working environment, FORVAL, headquartered in Shibuya, Tokyo, has recently introduced a Customer Harassment Policy. This effort is aligned with the company’s ethos of creating a new world based on the principle of 'new norms' and visible ESG management. As a collective of next-generation management consultants, FORVAL believes in distributing happiness to all stakeholders, and employee well-being is fundamental.

Background to the Policy

The imperative to establish this policy stems from the growing societal issue of customer harassment, which jeopardizes employee dignity and leads to high turnover rates. Recognizing the urgency, the Ministry of Health, Labour and Welfare introduced guidelines in 2022, with mandatory compliance for businesses beginning in June 2025. FORVAL has taken this challenge seriously, seeking to balance customer satisfaction with employee safety through this newly crafted framework.

Definitions of Customer Harassment

Customer harassment encapsulates actions from clients that are unreasonable in relation to their requests, thereby compromising the working environment for employees. Examples of such behavior include:

• - Physical or psychological attacks such as threats or derogatory remarks.
• - Repeated and persistent demands that require excessive time or effort from staff.
• - Coercive actions including unwarranted presence or confinement.
• - Publicly disclosing employee personal information online.
• - Unauthorized recording or photographing of employees and company facilities.
• - Discriminatory or sexual remarks.
• - Unjustified demands for excessive services or reimbursement.

Response Plan to Customer Harassment

Upon identifying any customer harassment, FORVAL retains the right to refuse service to offending clients. The organization firmly advocates against unreasonable demands, employing a resolute stance. In cases deemed criminal or highly malicious, cooperation with law enforcement will be sought to ensure appropriate legal actions are taken.

Support for Employees

To mitigate the risk of customer harassment, FORVAL will also implement training programs for its employees prohibiting such behavior towards clients. Additionally, if employees experience harassment, the company is committed to providing comprehensive mental and physical support, with efforts to prevent future occurrences.

Conclusion

With the launch of its Customer Harassment Policy, FORVAL not only aims to safeguard its employees but also reflects a commitment to uphold dignity within the workplace. The company believes that protecting staff from such harassment is vital for the realization of its core mission: creating social value that contributes to everyone's happiness.

For further information, please visit FORVAL's Customer Harassment Policy.

About FORVAL

FORVAL operates as a collective of next-generation management consultants, focusing on visualizing ESG management. Established in 1980, the company specializes in providing consulting services across five domains: information communication, international business, environmental initiatives, human resource development, and business succession. To contribute to Japan’s sustainable regional development, FORVAL promotes the 'F-Japan' concept, emphasizing the cultivation of local talent in digital transformation and green initiatives.

Company Details:
Name: FORVAL, Inc.
CEO: Masanori Nakajima
Established: September 18, 1980
Location: 14th floor, Aoyama Oval Building, 5-52-2 Jingumae, Shibuya, Tokyo
For additional details, please visit our official website.