POLICY ON HANDLING ABUSIVE CUSTOMER BEHAVIOR
This document is an English translation of the original version for reference purposes only. The original version is written in the Japanese language. In the case of any discrepancy between the original Japanese version and this English translation, the original Japanese version shall prevail.
MIXI, Inc. and its group companies (collectively, “MIXI Group”) value their relationships with customers and strive to provide services with integrity in order to fulfill MIXI Group’s Purpose, “Enriching communication and inspiring moments of joy.”
However, words or actions by a very small number of customers that exceed socially acceptable bounds, namely abusive customer behavior, may interfere with our ability to maintain service quality and provide prompt responses to the many customers who use our services in good faith.
MIXI Group has established the following Policy on Handling Abusive Customer Behavior in order to protect the human rights of employees, personnel of partner companies, performers, athletes, and all other individuals involved in providing MIXI Group services, and to preserve an environment in which they can engage in their work and activities with peace of mind and continue providing high-quality services.
Definition of Abusive Customer Behavior
Based on the Ministry of Health, Labour and Welfare’s “Corporate Manual on Measures Against Customer Harassment,” MIXI Group defines “abusive customer behavior” as customer demands, statements, or conduct that either lack validity in terms of the substance of the demand, or involve socially inappropriate means or manners of pursuing the demand, and that harm the work or activity environment of employees and other relevant individuals.
Examples of Conduct That May Constitute Abusive Customer Behavior (the following examples are not exhaustive)
Violence, Threats, and Abusive Language
・Physical attacks, such as violence, physical contact, or throwing objects
・Abusive language attacking a person’s character, insulting remarks, or intimidation through shouting
・Threats such as “I will kill you” or “I will come to your home,” or antisocial or otherwise threatening words or conduct
・Discriminatory words or conduct based on attributes such as gender, race, nationality, religion, appearance, or disability
Excessive or Unreasonable Demands
・Unreasonable demands for refunds, compensation, or provision of items beyond the applicable terms, rules, or policies of MIXI Group services
・Excessive demands for apologies, such as forcing someone to kneel down, or demands for punishment of employees or related individuals
・Forcing the provision of services that are not offered
Prolonged Interactions and Obstruction of Business
・Long phone calls, refusal to leave, or persistent inquiries over consecutive days
・Significant disruption of operations through repeated requests for the same matter
・Acts that obstruct the progress of events or the operation of competitions
Invasion of Privacy and Sexual Harassment
・Seeking personal information about employees or related individuals, including performers and athletes, or posting such information on social media or elsewhere without permission, such as through unauthorized disclosure or doxxing
・Surreptitious photography or filming, unauthorized recording, sexual words or conduct, or persistent stalking
Approach to Handling Abusive Customer Behavior
This policy sets out MIXI Group’s basic approach. If MIXI Group determines that conduct falling within the scope of this policy has occurred in light of the terms of use, rules, social norms, or other applicable standards for each service, MIXI Group may respond as follows.
Discontinuation of Response
・If MIXI Group determines that a reasonable resolution cannot be expected, it may decline to provide any further response or reply.
Restrictions on Use of Services
・Depending on the nature and degree of the incident, MIXI Group may take measures based on the terms of use, rules, or other applicable standards for each service, such as suspending accounts for MIXI Group services or denying or banning entry to event venues or stadiums.
Legal Measures
・If MIXI Group determines that the safety of MIXI Group employees or related individuals, or the operation of services, is threatened, it will consider and, where appropriate, take measures such as reporting the matter to the police or taking legal action through legal counsel.
Request to Customers
We sincerely thank the many customers who use MIXI Group services in an appropriate manner on a daily basis.
This policy is intended to help customers and MIXI Group build positive relationships and enable us to continue providing services on a sustainable basis. This policy is not intended to restrict legitimate opinions or requests.
We will continue striving to create spaces and opportunities for enriching communication together with our customers.
We appreciate your understanding and cooperation.
