Basic Policy on Customer Harassment

August 4, 2025 (Reiwa 7)

Introduction

Our museum strives to respond honestly and sincerely to the requests of our customers and to live up to their trust and expectations.
On the other hand, recently, there have been incidents in which the character and dignity of our museum staff have been damaged by a very small number of users, such as ``unreasonable and excessive demands'' and ``abusive language, intimidation, and threats that deny the character of staff.''
In order to protect the human rights of all staff working at the museum and maintain a rewarding, enjoyable and safe working environment, the museum has established a basic policy to deal strictly with the above demands and behavior.

Definition of Customer Harassment

Based on the contents of the Ministry of Health, Labor and Welfare's "Corporate Manual for Countermeasures against Customer Harassment" (February 2022), customer harassment is defined as any conduct committed by users of the museum against museum staff that significantly interferes with the proper and smooth performance of the staff's duties or that significantly harms the working environment of museum staff.

Customer Harassment Response Policy

If a staff member is subjected to such behavior, they are required to report and consult with their superiors, and the museum will respond in an organized manner based on this.
In order to protect the human rights of our staff and maintain a healthy working environment, if we determine that any of the above acts of harassment have occurred, we will take strict action, including canceling any further correspondence, including phone calls and letters, refusing to allow the individual to stay or visit the museum in the future, and will take legal action if necessary.