Yamaha Group Basic Policy on Customer Harassment
The Yamaha Group believes that creating a society where all people can live fulfilling lives begins with providing products and services grounded in customer centricity and high quality. We acknowledge that sincere engagement with our customers’ voices is essential for co creating better experiences and continuously improving our products and services.
At the same time, we recognize that certain disruptive behaviors or unreasonable demands by some customers or related individuals can adversely affect the working environment and undermine the health, safety, and dignity of our employees. The Yamaha Group acknowledges its responsibility to protect employees from such conduct and to ensure a safe and secure working environment. Based on this recognition, we hereby establish this Basic Policy on Customer Harassment.
1. Definition of Customer Harassment
The Yamaha Group defines “Customer Harassment” as behaviors or demands by customers or related parties* that lack reasonable justification, or that are carried out in a socially unacceptable manner and harm the working environment of employees even if reasonably grounded.
- “Customers or related parties” refer not only to customers of Yamaha Group products and services or B2B partners, but also all individuals connected to Yamaha Group business activities.
2. Examples of Customer Harassment
(1) Cases where the demand lacks reasonable justification
- Unreasonable or excessive service demand.
- Demand completely unrelated to our products or services.
- Unjustified or excessive demand for product exchange, monetary compensation, apologies, or special treatment.
(2) Cases where the means or manner are socially unacceptable
- Intimidating behavior (e.g., blaming loudly).
- Continuous or persistent behavior (e.g., frequent complaints, repeating the same questions).
- Physical or psychological attack (e.g., assault, injury, threats, slander, defamation, insults, verbal abuse, forcing employees to kneel and bow).
- Coercive behavior (e.g., refusal to leave, staying on premises, confinement, excessively long conversations or phone calls).
- Discriminatory behavior (e.g., insults regarding race, occupation, sexual orientation, etc.).
- Sexual behavior (e.g., obscene behavior, stalking).
- Attack or harassment directed at individual employees (e.g., slander regarding clothing or appearance, slander on social media, etc.).
3. Response to Customer Harassment
The Yamaha Group will take a firm and appropriate stance to protect employees when behaviors or demands are determined to constitute Customer Harassment. Measures may include refusing to provide services to the relevant customer. When necessary, we will coordinate with external experts, including legal counsel and law enforcement, and respond strictly, including the pursuit of legal measures.
4. Support and Measures for Employees
The Yamaha Group will provide employees with information, education, and guidance related to preventing and addressing Customer Harassment. We will strive to provide care for employees who have suffered from Customer Harassment.
Formulated in February 2026