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Basic Policy on Customer Harassment

Basic Policy on Customer Harassment

CBRE Group in Japan (hereinafter referred to as "the Company") considers the execution of business based on high ethical standards and the protection of the working environment, personality, or dignity of the Company's employees engaged in each business as one of the most important management issues in providing our services to customers.

Complaints and grievances from customers are essentially expressions of dissatisfaction with the content of our services, and they should be treated as valuable opportunities to improve our business operations. However, in recent years, some complaints and grievances have been excessive, unjust, or malicious, causing incidents that harm the personality or dignity of our employees.

Therefore, the Company defines actions from customers, such as demanding the Company to infringe the principles of ethics and compliance, and words and actions that impair the working environment, personality, or dignity of our employees as customer harassment. We establish this basic policy to build an environment where the human rights of our employees are respected, and they can work with peace of mind.

Definition of “Customer Harassment”

The Company defines customer harassment as follows:
■ Acts or demands made by a customer's employee (*1)
■ In our workplace or our customer's workplace (*2)
■ Regarding services provided by the Company based on a contract with the customer, which are unreasonable and exceed the scope of business that the Company can reasonably handle or what is considered socially acceptable, or
■ Even though the content itself is not unreasonable, the means of demanding it are unreasonable,
■ Thereby disrupting the working environment of our employees (*3) or harming their personality or dignity.

*1 This includes all employment types.
*2 This includes not only physical workplaces such as offices but also situations related to work duties, such as business trips, entertainment settings, and meetings using telephones or the internet.
*3 This includes all persons engaged in work related to the Company's business, even if they do not have an employment relationship with the Company.

Examples of behavior that could be perceived as customer harassment

The following are examples and are not limited to these:

(1) Demands that lack legitimacy
• Demands regarding matters beyond the Company's authority, etc.
• Demands regarding matters that are difficult for the Company to handle, etc.
• Excessive demands that deviate from procedures stipulated in contracts, etc.
• Demands that are completely unrelated to the content of the services provided by the Company.

(2) Cases where the means or manner of fulfilling demands are illegal or socially inappropriate, regardless of the legitimacy of the demand content
• Assault and battery
• Intimidating behavior such as shouting, banging on desks, or kicking
• Public disclosure of personal information, such as publishing the personal names of our employees on the internet
• Forced acts such as kneeling in apology (dogeza)
• Repetitive actions or statements
• Coercive or intimidating behavior
• Repeatedly demanding the same explanation or apology
• Prolonged and restrictive behavior
• Statements that deny personality, discriminatory remarks, or sexual remarks
• Defamation, slander, stalking, and other forms of harassment
• Actions or statements that cause mental distress
• Other illegal or unjust acts

(3) Cases where the means or manner of fulfilling demands are socially inappropriate in light of the legitimacy of the demand content
• Demands for excessive monetary compensation
• Demands for excessive apologies (demanding a written apology in the name of a supervisor or the company without justifiable reason)
• Demands for impossible or abstract actions (e.g., "Show me your sincerity," "Convince me")

Policy on Responding to Customer Harassment

If the above-mentioned acts of customer harassment are confirmed, we may prioritize the protection of our employees and take a firm stance. Furthermore, if the content of the customer harassment is deemed malicious, we will take strict measures, including legal action.

About CBRE
Privacy Policy
Terms of Use
Global Web Privacy and Cookie Policy
Basic Policy on Customer Harassment
CBRE Supplier Code of Conduct Japanese

Global Web Privacy and Cookie Notice
Our Response to Schrems II
Terms of Use
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