Basic Policy on Customer Harassment

Yokohama Bayside Marina Co., Ltd.
Basic Policy on Customer Harassment

Yokohama Bayside Marina Co., Ltd. (hereinafter referred to as the "Company") has made "creating a customer-oriented marina" one of the pillars of its corporate philosophy, and we provide our services by sincerely addressing the opinions and requests of our customers and others.
On the other hand, behavior by customers or others that goes beyond the scope of socially accepted norms may threaten the physical and mental well-being and dignity of employees and others*. Also, it may interfere with the provision of appropriate services.
We believe that ensuring a workplace environment where all employees and staff members can work with peace of mind is essential to providing better services, and thus as an organization, we will take firm action against such conduct.

*The term "employees and others" refers not only to the Company's officers and all employees working for the Company (including regular employees, temporary employees, contract employees, seconded employees, and part-time workers), but also to individuals conducting job searches or participating in internships at the Company, as well as employees of partner companies and subcontractors engaged in the Company's business operations.

１．Definition of Customer Harassment

The Company defines "customer harassment" as "demands or behavior by customers or others the content of which, or the means or manner used to satisfy such demands, exceed what is considered reasonable according to the scope of socially accepted norms and adversely affect the work environment of employees and others."

２．Targeted Conduct

The following are examples of conduct that constitutes customer harassment. However, these are merely examples, and targeted conduct is not limited to these alone.

（1）Conduct deemed unreasonable regardless of the validity of the demand

  • Physical assault (e.g., violence, bodily injury)
  • Psychological abuse (e.g., threats, slander, defamation, insults, verbal abuse)
  • Intimidating behavior or forcing someone to kneel to apologize
  • Persistent or relentless behavior, or restrictive behavior such as refusing to leave, obstinate behavior, or confinement
  • Persistent contact late at night or early in the morning
  • Discriminatory or sexually harassing behavior
  • Making demands on individual employees or others, or taking photographs, making audio recordings, or making video recordings without the consent of the Company or the employees or others involved
  • Demands for disclosure of personal information regarding employees or others, or demands for face-to-face meetings
  • Posting or sharing content on social media or other platforms that damages the reputation of the Company or its employees or others, or that discloses personal information

（2）Cases where the means or manner may be deemed inappropriate in light of the validity of the demand

  • Demands for exchanges, refunds, or monetary guarantees for products or services that are deemed unreasonable under socially accepted norms
  • Demands for an apology made in an excessive or unreasonable manner

（3）Any other disruptive conduct that interferes with operations similar to those described in the preceding items

３．Handling Customer Harassment

If the Company determines that conduct constituting customer harassment has occurred, we will take necessary measures, including terminating our response, suspending or restricting the provision of services in accordance with the Yokohama Bayside Marina User Agreement and other relevant documents, restricting the use of facilities, and terminating contracts. We will also cooperate with relevant authorities, such as the police and our legal counsel, as necessary, to address the situation appropriately.

４．Dealing with Employees and Others

To ensure a safe and secure work environment for the Company's employees and others, we will establish a consultation system for customer harassment and provide the necessary education and training. We will also strive to support employees and others who have been victimized by providing care for their physical and mental well-being and implementing measures to prevent recurrence.

Established on October 1, 2026