Group Customer Harassment Policy

The SBI Shinsei Bank Group (the “Group”) has stuck to our customer-centered approach as a member of the SBI Group. As set out in the Charter of SBI Shinsei Bank Group Corporate Behavior, we recognize that the satisfaction of our customers and their confidence in us form the foundation of our existence, and we always strive to provide our customers with our best products and services that meet their real needs, while also protecting their interests.

 

On the other hand, there are demands, words and actions by our customers that lack common sense and infringe on employees’ human rights, including use of violence, property damage, verbal abuse, threatening, unfair demands and defamation over social networking services (SNS). These behaviors undermine the workplace environment of our employees where they can keep physically, mentally and socially good conditions, find satisfaction and engage actively in their work, and exercise their abilities to the fullest extent possible.

 

To provide our customers with our best products and services, the Group thinks it imperative to take resolute action against any harassing behaviors by customers and protect each one of our employees. Under the Group Human Rights Policy, we have therefore established the Group Customer Harassment Policy as set out below.

To protect each one of our employees, if the Group decides that a person’s behavior constitutes customer harassment, the Group may decline to offer them any of our services or customer support.

 

If the Group decides that such behavior is malicious, the Group will consult with the police, lawyers and other relevant institutions before taking strict actions.

By referring to the Corporate Manual on Measures against Customer Harassment issued by the Ministry of Health, Labour and Welfare, the Group has defined customer harassment as “complaints, words and actions by customers or other individuals which require their demands to be fulfilled by using means and modes that seem inappropriate under normal social conventions considering the appropriateness of such demands, and with which means and modes the working environment of the Group’s employees could be undermined.”

The following are examples of applicable behaviors, which include, but are not limited to: 

①　physically offensive behaviors (violence, injury);

②　mentally offensive behaviors (threatening, slander, defamation of character, insult, verbal abuse);

③　coercive words and actions;

④　continuous or persistent words and actions (such as making complaints several times in a row);

⑤　discriminatory or sexually suggestive words and actions;

⑥　restrictive words and actions (such as refusal to obey an order to leave a property, staying put and confinement);

⑦　demands without due cause;

⑧　taking pictures or videos of employees or facilities without permission; and

⑨　posting (and disclosing) pictures, voice recordings, images or personal names, or defamatory statements, over social networking services or the internet.