1. Basic Philosophy
Under the group management philosophy of "listening to the inconveniences and problems of end-users (consumers), creating businesses that lead to solutions, and growing as a company that contributes to solving social issues," Prestige International Group (hereinafter "the Group") places high value on the concept of "resolving the difficulties of end-users". In recent years, however, changes in social conditions have led to incidents where certain individuals repeat excessive demands against the Group's employees. To continue providing high-quality services and to protect a work environment where employees can perform their duties with physical and mental peace of mind, the Group will respond to such actions with a firm and resolute stance as an organization.
2. Definition of Customer Harassment
The Group defines customer harassment as: "Requests or behavior from customers or business partners that either lack validity in their content or utilize means and manners that are socially unacceptable, thereby compromising the work environment of employees".
3. Practical Guidelines: Prohibited Conduct
The following acts are considered customer harassment. This list is illustrative and not exhaustive:
Psychological Attacks and Intimidating Behavior
- Verbal Abuse: Use of profanity, shouting, insults, threats, slander, or defamation.
- Personal Attacks: Remarks that deny an individual's character or involve discriminatory language.
Unreasonable and Excessive Demands
- Excessive Services: Demanding services that exceed social norms or established standards.
- Coercion: Forcing refunds, compensation, or special treatment beyond the scope of terms of service or company regulations.
- Unjust Apologies: Demanding apologies or the punishment of employees without rational justification.
- Degrading Acts: Demanding "Dogeza" (forced kneeling) or other inappropriate forms of apology.
Restrictive and Obstructive Actions
- Work Interference: Prolonged telephone calls or "sit-ins" at premises that obstruct business operations.
- Persistence: Relentless repetition of the same complaint or persistent nitpicking unrelated to the core business matter.
- In-person Demands: Insisting on face-to-face meetings without a rational reason.
Privacy Violations and Individual Targeting
- Doxing: Attacking specific employees or demanding the disclosure of personal information, such as full names.
- Digital Harassment: Unauthorized filming or recording, and posting content to the internet or SNS (e.g., "shaming" or online defamation).
- Inappropriate Conduct: Sexual harassment or stalking behavior.
Physical Attacks
- Violence: Acts of physical assault or causing bodily injury.
4. Response Procedures
Decisive Action
If conduct constituting customer harassment is identified, the Group will take a firm and resolute stance to protect its employees. If behavior is deemed malicious, we will coordinate with external experts, including the police and legal counsel, to take strict action, including legal measures.
Refusal of Service
If harassing behavior is not corrected, the Group may, as a last resort, discontinue services or terminate business transactions.
5. Internal Initiatives and Duty of Care
To prioritize the safety and health of our employees, the Group implements the following:
Reporting Systems
We have established a framework for employees to promptly report and consult on harassment, ensuring an organizational response. Management will protect the employee and refrain from criticizing the victim.
Employee Care
We prioritize the mental and physical care of affected employees and strive to restore their working environment.
Training
We conduct training to ensure all staff acquire correct knowledge and response skills regarding customer harassment.
Preventative Measures
We implement environment-wide protections, such as call recording and the use of "business names" (pseudonyms), to protect employee privacy and prevent trouble before it occurs.
April 1, 2026