Introduction
Since our establishment in 2006, DigitalCube Co., Ltd. (hereinafter referred to as “DigitalCube”, “we”) have been engaged in “proprietary product development” and “contracted development” centered on WordPress, providing advanced hosting services such as our flagship products “Amimoto” and “Shifter.”
In 2022, we formulated our Vision: “Creating value at the intersection of design, art, and technology.” We have established delivering exceptional experiences, increasing fans worldwide, cherishing individuality and values, and creating moments that make life enjoyable as one of our Missions, and we work daily toward these goals.
We have now created and published this policy in order to achieve our Vision and Mission while building relationships of trust and cooperation with all users of our services.
What is Customer Harassment at DigitalCube
We consider customer harassment to be complaints or behaviors from customers where the means or manner employed to achieve their demands are socially inappropriate and harm the work environment of our employees.
Specifically, referencing the Corporate Manual for Countermeasures Against Customer Harassment published by the Ministry of Health, Labour and Welfare, we consider the following acts as customer harassment.
Please note that the following descriptions are examples and are not intended to be exhaustive.
Violence and verbal abuse by customers
- Physical violence
- Intimidation, threats
- Statements that deny an employees personhood
- insult to employees
- Discriminatory statements
Excessive or unreasonable demands by customers
- Demands for apologies without reasonable grounds
- Demands for internal punishment such as dismissal of employees
- Demands for services that are not offered or services that have been explained as not being available
Time and location constraints beyond reasonable limits
- Prolonged detention without reasonable grounds
- Detention outside of business hours without reasonable grounds
- Summons to locations other than business premises without reasonable grounds
Other harassment acts by customers
- Invasion of privacy
- Sexual harassment
- Various other forms of harassment
Response to Customer Harassment
Internal response
- We will raise awareness about customer harassment and establish a consultation desk for employees who encounter customer harassment to discuss responses.
- We will prioritize the care of employees who have been subjected to customer harassment.
- We will collaborate with external experts to implement more appropriate responses.
External response
- When incidents that may be considered customer harassment occur, we will respond firmly as an organization and engage in reasonable and rational dialogue on equal terms.
- If we determine that malicious customer harassment has occurred, or if we determine that a reasonable resolution through dialogue is difficult, we may refuse or terminate our business relationship.
Request to Customers
DigitalCube aims to build wonderful relationships with customers through our various services and to realize a society where everyone can work comfortably together.
We ask for your understanding and cooperation to prevent customer harassment incidents.
In formulating this policy, we referenced SmartHR, Inc.’s “Guidelines for Responding to Customer Harassment.“