En-LLC Policy on Customer Harassment

En-LLC Policy on Customer Harassment

En-LLC attaches great importance to providing an environment in which all employees (including representatives, officers, etc.), contractors of the Company, and members of the Company's affiliated companies can work safely and comfortably.
These guidelines have been established to maintain good relationships between customers and all employees (including representatives, officers, etc.), our contractors, and our affiliated companies, and to ensure the sound provision of services.
Thank you for your understanding and cooperation.


1. Basic Policy

En-LLC strives to be sincere and courteous to all customers.
At the same time, in order to protect an environment where all employees (including representatives, officers, etc.), our contractors, and our affiliated companies can work with peace of mind, we ask that you refrain from the following acts.


2. Details of customer harassment

Please note that the following actions from customers are considered customer harassment.

(1) Abusive or insulting remarks
[Example] Use insulting words such as "stupid" and "incompetent" to all employees (including representatives, officers, etc.), our contractors, and our affiliated companies.
(2) Excessive demands
Examples: Forcing employees to work outside of business hours, or asking for special treatment in favor of other customers.
(3) Intimidation or intimidation
Examples: Yelling loudly, threatening words and actions toward all employees (including representatives, officers, etc.), our contractors, and our affiliated companies.
(4) Physical violence
Examples: Throwing objects or touching them physically.
(5) Long-term restraint
Example: Acts of detaining all employees (including representatives, officers, etc.), contractors of the Company, and members of the Company's affiliated companies for a long time outside of business hours.
(6) Posting personal information, etc. on paper media, SNS, the Internet, etc. (publication of text, images, photographs, audio, video, etc.).
(7) Requests for unreasonable or excessive provision of services.
(8) Requests for monetary compensation without justifiable reasons, requests for apologies, etc.



3. Matters to be observed

The specific compliance items that we ask our customers to comply with are as follows.

(1) Polite words and actions: Please be polite and show respect to all employees (including representatives, officers, etc.), our contractors, and our affiliated companies.
(2) Appropriate requests: Please refrain from excessive demands and unreasonable complaints, and ask for a fair response.
(3) Respond calmly: If a problem arises, deal with it calmly and avoid emotional behavior.
(4) Respond within an appropriate time: Please complete your business hours during business hours.


4. Countermeasures

In the unlikely event that customer harassment occurs, we may take the following measures.

(1) Warning
The first time will be a verbal or written warning.
(2) Restrictions on proposals, transactions, etc.
If there is no improvement, we may restrict or suspend the provision of purchase / rental property information, property appraisal, proposals including customer consultation, etc. in the future.
(3) Report to the police
If it involves violence or threats, we may immediately report it to the police and take legal action.


En-LLC aims to create an environment where both customers and all employees (including representatives and officers, contractors, and affiliated companies of the Company can spend their time comfortably). Thank you again for your understanding and cooperation.


Date of enactment: October 1, 2024
Representative employee Yuki Abiko