Kajima Group Basic Policy on Customer Harassment
Established on March 31, 2026
Kajima Group conducts its corporate activities based on its Corporate Philosophy:
“As a group of individuals working together as one, we pursue creative progress and development founded on both rational, scientific principles and a humanitarian outlook, through which we strive to continually advance our business operations and contribute to society.”
Building trusted relationships with our customers and delivering high-quality services is among our most important missions. At the same time, ensuring a safe and dignified working environment for all directors, officers, and employees is essential to sustainable business operations.
The Kajima Group has established this Basic Policy on Customer Harassment to protect the safety and dignity of its directors, officers, and employees, while continuing to respond sincerely to customers' legitimate opinions and requests, maintain the trust of its customers, and promote mutual growth.
This Basic Policy is established in line with the principles set forth in the Kajima Group Human Rights Policy.
1. Definition of Customer Harassment at the Kajima Group
The term “customer harassment” refers to behavior by customers directed toward directors, officers, or employees of the Kajima Group that exceeds socially acceptable standards and adversely affects the work environment. This includes acts such as assault, threats, and other unlawful conduct, as well as unreasonable demands, abusive language, and other inappropriate behavior.
This definition does not deny customers the right to express legitimate opinions or requests, nor does it preclude constructive feedback regarding our business activities.
2. Responses to Customer Harassment
- The Kajima Group has established reporting and consultation channels for harassment-related matters across the Group.
- If customer harassment occurs, the Kajima Group will promptly investigate and establish the facts of the situation. In responding to such incidents, we will place the highest priority on protecting the safety and dignity of our directors, officers, and employees and will take appropriate measures according to the circumstances. Such measures may include requesting the cessation of inappropriate conduct and cooperating with relevant authorities and external organizations where necessary.
- The Kajima Group prohibits retaliation against, or any other disadvantageous treatment of, directors, officers, and employees who report incidents of customer harassment.
- The Kajima Group will continue to conduct harassment prevention training throughout the Group to promote a proper understanding of harassment and help prevent it.
