Customer Harassment Response Policy

To ensure our customers receive safe and secure services, we place great importance on the well-being of our employees at work. In accordance with the following policy, we will respond appropriately to any act constituting harassment of a customer (hereinafter referred to as “customer harassment”).

1 Definition of Customer Harassment

Customer harassment refers to the following behaviors:

– Inappropriate remarks or actions toward our employees (telephone answering staff and drivers).
– Actions that disrupt an employee’s work environment through means or in ways considered socially inappropriate.

2 Specific Examples of Customer Harassment

The following examples are not exhaustive.

(1) Verbal Abuse

– Abusive, abusive, or intimidating remarks
– Discriminatory or derogatory remarks

(2) Inappropriate Telephone Response

– Forcing a passenger to stay on the phone for an extended period
– Repeated calls or prank calls within a short period

(3) Unreasonable Demands

– Excessive demands for apologies or compensation
– Abusive complaints or excessive service requests

(4) Harmful Onboard Behavior

– Loud and abusive language or intimidating behavior
– Sexual harassment of drivers
– Posting information about employees online, etc.

3 Our Response

If harassment is confirmed, the following actions will be taken:

◉ Response During the Call

– The person involved will immediately end the call.
– If necessary, block the number in question.

◉ Response Onboard

– The driver will end their service after verifying safety. – If necessary, contact the police.

◉ Legal Action

– We will cooperate with specialized agencies, such as lawyers and the police, to act swiftly.

4 Disclaimer

We accept no liability for damages incurred by customers or third parties as a result of actions taken in response to customer harassment.

5 Request to Customers

To ensure a pleasant environment for all our customers, we ask that you be considerate of our staff. Your understanding and cooperation will allow us to improve our service.