Guided by our philosophy, “Creativity for Life and Society,” AXIS Inc. operates as a company that creates the future of life and society. Through the creative power of design, we focus on the diverse possibilities of life and society, and we propose and realize them. This approach is the foundation of all our business activities, and it applies equally to our relationships with our customers. We strive to meet our customers’ expectations by providing safe and secure service experiences, and we sincerely respond to the opinions and requests we receive, regarding them as important opportunities to improve our services and enhance quality.
At the same time, demands, words, or conduct by some customers that are grossly unreasonable in light of generally accepted social norms (such as abusive language, threats, violence, or personal attacks) not only undermine the dignity of our employees and worsen their working environment, but may also undermine the very foundation of the value we aim to provide. We believe that ensuring an environment in which employees can make the most of their abilities with peace of mind ultimately leads to providing better value to our customers. Accordingly, we hereby establish this “Basic Policy on Measures against Customer Harassment.”

01 Our Definition of Customer Harassment

We define customer harassment as “seriously disruptive conduct by a customer toward an employee that harms the employee’s working environment.” Specifically, this refers to conduct such as the following. These are examples only, and customer harassment is not limited to them.


  • Violence
  • Verbal abuse, insults, or defamation
  • Intimidation or threats
  • Personal attacks on employees or discriminatory remarks
  • Demanding that an employee kneel and bow down to the floor
  • Tying up an employee for an extended period of time
  • Forcing employees to respond in ways that go beyond what is considered reasonable under generally accepted social norms
  • Unjustified or excessive demands that lack reasonable grounds
  • Posting content that damages the reputation of AXIS or its employees, or posting personal information or the like, on social media or other platforms
  • Sexual harassment, SOGI* harassment, or other forms of harassment, stalking, or similar conduct toward employees

*SOGI (pronounced “soji”): An acronym formed from the initial letters of Sexual Orientation and Gender Identity

02 Our Response to Customer Harassment (Internal)
  • When an employee experiences customer harassment, we will make caring for that employee our top priority.
  • We will provide employees with training on customer harassment, covering relevant knowledge and how to respond.
  • We will establish a framework for addressing customer harassment, including setting up a consultation desk and working with the police, lawyers, and other parties.
03 Our Response to Customer Harassment (External)
  • In resolving issues, we will engage in reasonable and rational discussions. However, if we determine that conduct constitutes customer harassment, we may stop responding to the customer and decline to provide any further services.
  • Furthermore, if we determine that the conduct is malicious, we will take firm action in cooperation with the police and outside experts (such as lawyers).

Established October 1, 2026
AXIS Inc.
Mitsuhira Shimazaki, President