Yokohama City Customer Harassment Countermeasures（横浜市カスタマーハラスメント対策）

　　Yokohama City values the “voices” of its residents and always considers whether people will feel that what we do is reasonable and appropriate.
　　Your opinions and requests are important to us, so we listen to them carefully and respectfully.
　　However, some opinions and requests are difficult to respond to. Some may also hurt or frighten city employees.
　　If such behavior continues, employees will no longer be able to work with peace of mind, and it will become difficult to provide good services.
　　We believe that when employees can work comfortably and safely, we can provide better services to everyone. Therefore, we will clearly state that we want abusive language or actions that hurt employees or prevent them from working safely to stop.

　　Customer harassment refers to situations in which members of the public say or do the following toward staff, making it difficult for them to perform their duties:
　　• Making claims that are not factually correct
　　• Engaging in behavior or attitudes that most people would consider inappropriate

　　The following are examples and do not cover all cases.
　　(1)When “what is being said is incorrect”　　
　　・Complaining even though Yokohama City’s services are not wrong　　
　　・Asking the city to do things that it is not able to do　　
　　(2)When behavior or attitude is something that is “socially inappropriate”　　
　　・Hitting, kicking, or throwing objects　　
　　・Intimidation, speaking badly about, insults, mocking, or using abusive language　　
　　・Yelling angrily, glaring, banging on objects, or discriminatory behavior　　
　　・Repeating the same actions or statements excessively　　
　　・Refusing to leave for a long time, or preventing staff from going elsewhere　　
　　・Posting insults about employees on social media or the internet　　
　　・Touching employees’ face or body, or ridiculing them　　
　　・Speaking badly about employees or trying to obtain private information such as addresses or phone numbers　　
　　・Forcing or excessively demanding money　　
　　・Forcing employees to apologize

　　・When an employee is subjected to something that may be customer harassment, we will investigate whether it is true.
　　・If it is determined to be customer harassment, we will warn the person and ask them to stop such behavior or remarks.
　　・If the warning is not heeded, we may discontinue providing services.
　　・In cases of serious violence or harassment, we may contact the police or consult a lawyer.

　　・We have created posters to explain customer harassment in an easy-to-understand way.
　　・We may record or video our interactions while providing services.
　　・If defamatory comments are posted on social media, we will request the platform operators to remove them.
　　・Employees receive training about customer harassment.
　　・Employees who experience customer harassment will be provided with consultation and support.
　　・In cases of serious violence or harassment, we may consult the police or lawyers.

Established April 2025 Yokohama City