Customer Harassment Policy

We at Japan Arts have endeavored to present the world’s most outstanding performing arts productions by artists from Japan and around the world since our company was founded in 1976, based on our conviction that “the inspiration that comes from experiencing true artistry gives people energy for living.” Accordingly, we make every effort to respond in sincerity and good faith to customers’ encouragement, impressions, and views regarding performances, and to live up to their trust and expectations.
However, among the inquiries that we receive from customers, there are some requests/demands which can be defined as “customer harassment.” These instances cause harm to our employees’ human rights and/or working environment. They cannot be allowed by our company, and we will respond to them in a firm and systematic way.

Our company’s definition of customer harassment

Among requests from customers, requests of which the means or circumstances for their realization is unreasonable or inappropriate under normal social conventions in terms of the validity of the request’s content, and in which our employees’ working environment would be harmed as a result of the concerned means or circumstances.

Examples of conduct regarded as customer harassment

1. Physical aggression (violence, injury)

2. Psychological aggression (intimidation, slander, defamation of character, insults, abusive language)

3. Coercive speech/conduct

4. Continued speech/conduct, persistent speech/conduct (repeated complaints or stalking behavior concerning the same issue)

5. Restrictive speech/conduct (refusal to leave, sit-in, confinement)

6. Discriminatory speech/conduct, sexual speech/conduct (sexual harassment, discriminatory speech/conduct regarding race, ethnicity, religion, background, occupation, etc.)

7. Personal attacks or demands on individual employees

8. Entry or filming/photography in a work space or venue without permission

9. Posting (photos, audio, video, disclosure of personal names) or defamation on social media/internet

10. Requests including subjects and attitudes regarded as grossly unreasonable/inappropriate in terms of general social norms, such as the following:

Inappropriate demands for compensation
Demands for excessive apologies (demand to kneel on the ground, etc.)
Excessive persistence or aggression toward individuals (requests/demands for reprimand/punishment of employees etc., demands for results, demands for response of specified individual or position)
Unreasonable/inappropriate requests to or regarding invited artists or artists under our company’s management
Unreasonable requests/demands for return/refund
Impossible requests/demands

*The above definitions of customer harassment and examples of such behavior are based on the Ministry of Health, Labour and Welfare’s “Customer Harassment Countermeasure Company Manual.” The examples of behavior are just examples, and the definition of customer harassment is not limited to such cases.

Response to customer harassment

If, in the judgement of our company, a request/demand constitutes customer harassment, we will refuse to respond the request/demand. In addition, in the case of malicious speech/conduct or criminal conduct, we will consult with appropriate institutions such as police or lawyers and deal with the situation in an appropriate and strict way.

We will be grateful for your understanding and cooperation.