HARASSMENT POLICY

CUSTOMER HARASSMENT POLICY

Purpose

In alignment with Universal Studios Japan’s vision, mission, and values, we aim to make our park a safe place for Customers, business partners, facility users, and all other individuals involved in our company's operations (hereinafter referred to as “Guests”) and employees and other individuals working at the park (hereinafter referred to as “Crew Members”). We are committed to upholding our company policies and abiding by government laws and regulations and have established a Customer Harassment Policy to protect our Crew Members’ rights and provide a clear understanding of the expectations from our Guests.

Customer Harassment Definition

Our company defines "customer harassment" as behavior or speech by guests in the workplace that, in light of the nature of the duties performed by crew members and other relevant circumstances, exceeds the socially acceptable limits and harms the working environment of the crew members.

In applying the above definition, our company considers not only laws and regulations but also general standards such as the "Customer Harassment Countermeasure Corporate Manual" issued by the Ministry of Health, Labour and Welfare, and interprets the matter as follows.

  • Guests include those who have used our services as well as those who may use them in the future.
  • If the content of demands is significantly lacking in validity or if the means or manner of enforcing the demand is particularly malicious, then such content, means, or manner exceeds the bounds of what is socially acceptable.
  • Crew Members’ working environment is deemed harmed if they are subjected to physical and/or mental pain via verbal and/or physical actions that violate their personality and/or dignity making their working environment unpleasant and causing serious adverse effects on their ability to demonstrate their capabilities etc. which cause an unacceptable hindrance to their work.

Examples of Customer Harassment

Examples of Customer Harassment include, but are not limited to the following:

  1. Examples of unreasonable requests:
    • No defect or negligence is found in the services or products
    • The demands are not related to the service or product
  2. Examples of socially unacceptable manners and means in which achieving demands is likely to be deemed inappropriate regardless of their validity:
    • Physical attack (assault, injury, etc.)
    • Psychological attacks (threats, slander, libel, insults, verbal abuse)
    • Coercive behavior
    • Requests for “dogeza” (apology in the form of kneeling)
    • Continual, persistent behavior (repeating, insisting)
    • Restrictive behavior (refusal to leave, confinement, long telephone calls)
    • Discriminatory language or behavior
    • Sexual language or behavior
    • Attacks or demands directed at individual Crew Members (intruding on privacy, demanding to meet, stalking)
  3. Examples of socially unacceptable manners and means in which achieving demands is likely to be deemed inappropriate considering their validity:
    • Defamation, slander, or attacks to our company or Crew Members via SNS (X, TikTok, Facebook, Instagram, etc.), internet, etc.
    • Excessive requests for refunds or exchanges
    • Excessive requests for compensation, benefits, or other services (money, coupons, tickets, express passes)
    • Excessive demand for apologies

Response to Customer Harassment

We hope to provide the best Guest service possible and will make every effort to address concerns that you may have by sincerely engaging in reasonable dialogue in an effort to achieve a resolution.

If, however, we believe that words or actions from our Guests constitutes as Customer Harassment, we will act promptly and in line with our policy which may include refusal of additional assistance or services, including revocation of tickets or passes and denial of future visits.

Additionally, if we believe the behavior is considered malicious or if dialogue is deemed impossible, we may request the Guest be removed from the property, report the matter to the police, or involve legal counsel or other agencies.

Company Actions

  1. Educate our Crew Members on the policy and response methods
  2. Reinforce communication services for Crew Members to report Customer Harassment
  3. Establish response methods and procedures if Customer Harassment occurs or is reported
    • Create a framework for countermeasures and reoccurrences against Customer Harassment
  4. Provide support services for Crew Members who experienced Customer Harassment
  5. Establish a periodic review and implement adjustments to policies as needed

Guidelines for Recruitment Activities

USJ LLC (hereinafter referred to as “we,” “us,” or “our”), we consider respecting the human rights of job applicants (hereinafter “job applicants, etc.”) and ensuring fair and impartial hiring processes to be our top priority in hiring activities and the acceptance of interns, etc.
To develop an environment where job applicants, etc. can engage in job-seeking activities, internships, etc. with confidence and to provide selection opportunities that allow applicants to demonstrate their abilities and aptitudes to the fullest, we ensure that all employees involved in hiring activities are familiar with these guidelines and receive appropriate training.

1. Basic Philosophy

Based on a corporate culture that respects all individuals, we provide an environment that enables job applicants, etc. to engage in the hiring process with confidence.
Furthermore, we will not tolerate any sexual harassment, abuse of authority, or any other form of harassment, or any discriminatory or inappropriate behavior towards job applicants, etc. Any officer or employee who violates these guidelines will be dealt with strictly in accordance with our Work Regulations and other internal rules.
We conduct the selection process and evaluate applicants fairly based on their abilities, experience, skills, job aptitude, and the requirements for performing the duties of the position.

2. Code of Conduct in Hiring Activities

Our officers and employees adhere to the following standards in our hiring activities and internship programs.

(1) Respect for Human Rights

We respect the individuality, human rights, and dignity of job applicants, etc. and treat them with sincerity and courtesy.

(2) Fair Selection

We do not consider factors unrelated to an applicant’s ability to perform the job when making selection decisions.

(3) Prohibition of Harassment

We will not engage in any form of harassment in the hiring process, including sexual harassment and abuse of authority, or any other inappropriate behavior towards job applicants, etc.

(4) Education and Awareness

We provide ongoing education and awareness training on these guidelines and harassment prevention to employees involved in hiring activities and those responsible for accepting interns.

(5) Protection of Personal Information

We use personal information obtained from job applicants, etc. only to the extent necessary for hiring or internship selection and manage it appropriately in accordance with relevant laws and regulations and our internal rules.
We maintain strict controls over application documents, selection evaluations, interview records, and other information to prevent information leakage.

(6) Rules for Contacting Job Applicants, etc.

When contacting job applicants, etc. during hiring activities or internships, we adhere to the following rules.

① Locations of Interviews, Information Sessions, etc.

We conduct interviews, information sessions, meetings, and other selection-related events at our facilities, school facilities, rented conference rooms, exhibition halls, or other facilities where third-party oversight is ensured, or online using tools we have approved.

② Prohibition of Personal Communication

Our employees are prohibited from contacting job applicants, etc. using their personal devices, personal email accounts, social media accounts, or other private means of communication, except when such use is necessary for business purposes and approved by us.
We communicate regarding hiring activities through our designated hiring system, company email addresses, or other methods we have approved.

③ Prohibition of Personal Contact

Our employees must not use their position in hiring activities or relationships established through the hiring process to engage in private contact with job applicants, etc., exchange personal contact information, or invite them to private meals or drinks when there is no business need.

3. Consultation Service

If you feel you have experienced harassment or other inappropriate conduct by our officers or employees during your job-seeking activities, internships, etc., please contact the consultation desk below.
We will respond appropriately and promptly to the matters raised while protecting the privacy of those seeking advice. Neither seeking advice nor cooperating with an investigation will affect the selection process or its outcome or result in any adverse treatment.

[Recruitment Harassment Consultation Desk] Email address: usj_hr_cpl@uniparks.com