Guided by our mission, “Everything we do is for our salon partners and the beauty industry,” DALIA Co., Ltd. aims to support the future of our salon partners and the beauty industry, and to continue providing value as an indispensable partner to beauty salons.

In order for us to “continue creating the best results,” it is essential that the human rights and physical and mental well-being of each and every employee are protected, and that we maintain an environment where they can work with peace of mind and vitality. Based on this philosophy, we have established a basic policy to address any instances of customer harassment (demands or behavior that exceed what is considered reasonable by social standards).

1. Our Basic Stance on Customer Harassment

We remain true to our founding principles and are committed to providing “an experience that exceeds expectations” to all our customers, including our salon partners, through our sincere service.

However, in response to unreasonable demands or acts of harassment that undermine our employees’ work environment, we will take a firm and organized stance to protect our employees.

Furthermore, we will thoroughly implement internal training to ensure that our employees do not engage in harassing behavior toward business partners or others.

2. Our Company’s Definition of Customer Harassment

Based on the Ministry of Health, Labor and Welfare’s “Corporate Manual for Countermeasures Against Customer Harassment” and other relevant guidelines, our company defines customer harassment as follows:

“Complaints or conduct by customers or other parties in which, in light of the validity of the content of the complaint or demand, the means, attitude, or manner used to fulfill the demand are deemed unreasonable according to generally accepted social norms, and such means or conduct adversely affect the working environment of employees.”
[Examples of Unreasonable Requests]

•  Cases where no defect or negligence is found in the products or services provided (e.g., excessive requests for returns or refunds due to customer convenience)
• Cases where the content of the request is unrelated to the products or services provided by our company

[Examples of Unreasonable Means or Methods](The following are examples and are not limited to these)

• Physical aggression(Assault, bodily harm, throwing objects, etc.)

• Psychological aggression(Threats, slander, defamation, insults, abusive language, loud shouting, etc.)

• Intimidating behavior(Demanding that someone kneel in apology, etc.)

• Continuous and persistent behavior(Unnecessarily repeating the same inquiries or demands, etc.)

• Restrictive behavior(Refusing to leave, occupying the premises, making prolonged phone calls, forcing a meeting, etc.)

• Discriminatory behavior(Remarks regarding gender, age, nationality, disability, etc.)

• Sexual behavior(Physical contact, sexual remarks, etc.)

• Attacks on individual employees(Personal attacks, invasion of privacy or defamation on social media or the internet, etc.)
• Excessive demands that go beyond social norms(Forcing impossible actions, demands for money, requests for disclosure of internal information beyond the scope of normal explanations, etc.)

3. Approach to Customer Harassment

<Internal Measures>
• We will provide training and education to employees on knowledge about customer harassment and how to handle such situations.

• We will establish a system to receive reports of customer harassment and address them as an organization.

• We will strive to provide both physical and mental support to employees who have experienced customer harassment.

• To ensure the most appropriate response, we will collaborate with external experts—such as the police, attorneys, and occupational physicians—as necessary.

• We will conduct awareness campaigns to ensure that our employees do not harass our business partners.

<External Response>
• We will respond sincerely to complaints from customers and others; however, if we determine that a situation constitutes customer harassment, we may decline to continue serving that customer.

• In cases of malicious customer harassment, we will respond strictly—including taking legal action—in coordination with external experts such as the police and attorneys.

• We will establish a system to accept consultations from customers and others regarding customer harassment committed by our employees.

4. A Request to Our Customers

We are committed to adhering to this policy, and all our employees will work together as one to “create new value with a spirit of challenge” and continue to collaborate with our salon partners to shape their future.
While we appreciate the sincere cooperation we receive from our customers on a daily basis, should any behavior constituting customer harassment occur, we will address it in accordance with this policy. We kindly ask for your understanding and cooperation regarding this policy.