Inquiries

Inquiries regarding GMO Internet, Inc. can be made through the form below. For inquiries about specific services, please contact us via the respective service websites.

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External Reporting Desk

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Our Corporate Group's Approach to Customer Harassment

Background and Objectives of This Announcement

GMO Internet, Inc. and its consolidated group companies (hereinafter referred to as "our consolidated group") aim to contribute to society and people by bringing "smiles" and "inspiration" to customers through providing services that bring them joy, as stated in our corporate philosophy, the "Spirit Venture Declaration."

To provide No.1 services, we believe that the fundamental premise is that all of our partners (employees) who support these services work with pride, remain engaged, and maintain both mental and physical well-being.

While we are grateful that many customers use our services and provide us with valuable feedback on a daily basis, there are, in rare cases, instances where our partners (employees) are subjected to excessively harsh language, personal attacks, or unreasonable demands that may compromise their dignity.

We are committed to sincerely listening to our customers' feedback and continuously improving our services to create "smiles" for our customers. However, we also believe that protecting our partners from such actions is essential to ensuring the sustainability of our services. With this in mind, we have disclosed our approach to "Customer Harassment."

Through these efforts, we aim to foster better relationships with our customers, ultimately leading to further improvements in the quality of our services. We will continue to strive to provide services that bring joy to our customers.

Covered Acts

With reference to the "Company Manual on Customer Harassment Countermeasures" published by the Ministry of Health, Labor and Welfare, our consolidated group defines "customer harassment" as "actions by customers or others that involve unreasonable demands or socially inappropriate behavior (such as abusive language, violence, or threats) that harm the working environment of our partners."

Ministry of Health, Labor and Welfare "Company Manual on Customer Harassment Countermeasures"

Whether or not a customer's behavior constitutes customer harassment is determined based on the following two points: (1) whether the content of the request is reasonable, and (2) whether the means and manner of making the request are appropriate in light of socially accepted norms.

Specific examples of customer harassment are as follows but are not limited to these:

Violence and Abusive Language	Acts of violence
	Threatening or intimidating statements and actions
	Implying exposure on social media or mass media
	Dissemination or spreading of information that damages the safety or trust of our consolidated group and partners
	Insulting statements or actions toward our consolidated group’s partners
	Statements or actions that deny the dignity or damage the reputation of our consolidated group’s partners
Excessive or Unreasonable Demands	Excessive demands without justifiable reasons
	Requests for responses beyond contractual or regulatory scope (refunds, special treatment, service provision, etc.)
	Excessive repetition of the same or unreasonable requests and inquiries
	Demands for apologies from our consolidated group without reasonable cause
	Unjustified requests for face-to-face meetings
Other Acts of Harassment	Defamation on social media and the Internet
	Privacy violations against our consolidated group’s partners
	Sexual harassment or stalking directed at our consolidated group’s partners

Response to Customer Harassment

External Response

We may refuse to provide services or customer support if our consolidated group determines that a covered action has occurred.
If our consolidated group determines that an action is malicious, we will take appropriate measures after consulting with the police or legal counsel.

Internal Response

We will establish a consultation desk for customer harassment cases.
We will develop a response system to handle customer harassment incidents.
In the event of a customer harassment case, we will prioritize the mental well-being of our partners.
We will collaborate with corporate doctors and other external experts to implement more appropriate responses.
To prepare for customer harassment incidents, we will implement measures to help our partners acquire knowledge and countermeasures for dealing with such situations.