Customer Harassment PolicyCustomer Harassment Policy

Customer Harassment Policy

SMART EXCHANGE Co., Ltd. and its group companies (hereinafter referred to as "the Company") operate the SMART EXCHANGE business, which installs and operates foreign currency exchange machines at tourist destinations, accommodation facilities, and transportation hubs. Guided by our corporate philosophy of "Making Japan the world's top tourism destination," we aim to enhance convenience for foreign travelers visiting Japan and stimulate consumption in the local economy.
However, it is deeply regrettable that we have encountered instances where a small number of customers using our services have made unreasonable demands or engaged in behavior that threatens the safety and peace of mind of our employees, thereby causing a deterioration of their work environment.
Believing it is essential to create a safe and comfortable working environment and to protect the dignity of our employees, the Company has established this Customer Harassment Policy to ensure a resolute response against such nuisance behaviors.

Definition of Customer Harassment

Among complaints, demands, and behaviors from customers, those whose content lacks validity, or even if validity is recognized, the means and manner used to achieve the demands are deemed inappropriate under socially accepted norms, thereby posing a risk of harming the work environment of our employees.

[Examples of Applicable Behaviors]
* The following are examples and the list is by no means exhaustive.
・Physical or psychological aggression (assault, injury, threats, abusive language, defamation, insults) and other intimidating behavior
・Demanding employees to kneel down on the ground and apologize
・Persistent or repetitive abusive behavior
・Obstructive behavior (refusal to leave, confinement)
・Discriminatory language or behavior
・Sexual language or behavior
・Attacks or demands directed at individual employees, and privacy violations such as unauthorized filming or recording
・Making unjustified demands for product exchanges, financial compensation, or apologies
・Threatening employees by posting or threatening to post their personal information on social media
・Interference with business operations, or posting socially unacceptable information on the internet, etc.

Response to Customer Harassment

While the Company strives to respond to customers with the utmost sincerity, if we recognize behavior that constitutes Customer Harassment, we may refuse or suspend the provision of part or all of our services. Furthermore, if the behavior is deemed malicious or criminal, we will take a firm and strict stance, which includes contacting lawyers or the police as necessary, and taking appropriate measures, including legal action and criminal procedures.

Request to Our Customers

The vast majority of our customers use our services without ever engaging in the behaviors described above. However, should any actions constituting Customer Harassment occur, we will respond in accordance with this policy. We kindly ask for your understanding and cooperation as we strive to maintain a safe and secure environment for both our customers and employees.