At LEGOLAND Japan Resort®, we are committed to creating a safe and secure work environment for all of our staff; which includes protection from any verbal or physical actions that could be interpreted as abuse or harassment.
In order to ensure that our staff remain in the best possible mental and physical condition to provide quality services and experiences to our guests, we have decided to implement and enforce an anti-customer harassment policy.
October 1, 2024
LEGOLAND Japan LLC
Purpose and Background for Addressing Customer Harassment
We strongly believe that in order for our staff to provide the best possible service and guest experience, they must be able to work in an environment that supports their possible mental and physical well-being. The implementation of this policy is not only to protect our staff but also to further strengthen the relationship between our staff and our guests through mutual respect and understanding.
Definition of Customer Harassment
Customer harassment refers to action by a customer or third party (including business partners, etc.) where:
(1) words and actions that take advantage of a superior position;
(2) acts or behaviors that could be interpreted as, or lead to, an unlawful act (unfair act), or demands and expectations beyond the employees’ obligations as per company policy or social norms (unfair demand); and
(3) the work environment of employee is compromised.
Covered Actions
Our policy is aligned with the “Corporate Manual on Measures against Customer Harassment”, published by the Ministry of Health, Labour and Welfare of Japan. This document is available at the following link (Japanese Only):
https://www.mhlw.go.jp/content/11900000/000915233.pdf
Please note that the actions described are not strictly limited to the examples provided below:
[1] Examples of Claims that are not valid
- Cases where there is no defects or negligence in products or services of the Company
- Cases where a claim is unrelated to the content of products or services provided by the Company
[2] Examples of cases where the actions or conditions to realize a claim are unreasonable under normal social conventions
- Cases that are likely to be considered unreasonable, regardless of the validity of the claim
･ Physical abuse (assault, resulting in injury or damage)
･ Psychological abuse (threats, slander, defamation, insults, abusive language)
･ Acts of intimidation
･ Demands for prostration
･ Continuous (repeated) persistent (stubborn) language or behavior
･ Restrictive behavior (unlawful trespassing, acts of obstruction)
･ Discriminatory language or behavior
･ Sexually inappropriate language or behavior
･ Attacks or demands directed at individual staff member - Cases deemed unreasonable in light of the validity of the claim
･ Demands for replacement of goods
･ Demands for compensation (including, but not limited to, monetary compensation)
･ Demands for an apology without reasonable justification
[3] Other harassment acts by customers
- Acts of defamation or slander via the internet or social media platforms
Handling of Customer Harassment
If customer harassment is determined to have occurred, we will respond as follows:
- We will request a reasonable discussion based on mutual respect and understanding.
- In cases of malicious behavior or when reasonable discussion is not possible, we may refuse access to our facilities and cancel the contractual relationship. In such cases, we may take further action after consulting with a lawyer, and/or other experts.
- In particularly malicious cases, we may act in cooperation with external organizations and authorities, such as consulting with, communicating with or notifying the police and other organizations.
- If the Company determines that an incident may be classified as customer harassment, we may record the content of telephone calls or conversations to ensure accurate assessment. In addition, we may use recorded content for dispute resolution purposes or to prevent future reoccurrence.
Request to Guests
LEGOLAND Japan Resort will continue to work hard to build even better relationships with our guests. However, if any behavior that constitutes customer harassment is confirmed, we will respond in accordance with this policy.
We thank you for your continued understanding and cooperation.
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