Basic Policy on Customer Harassment (For Parents and Guardians)
1. Introduction
Thank you for your continued understanding and support of the educational activities of the Yamada Juku School Group (hereinafter referred to as “our organization”).
Guided by our educational philosophy—“Raising individuals who can solve problems independently and thrive on the global stage”—we constantly strive to enhance the quality of education and deliver its benefits to our students.
We also sincerely welcome feedback and requests from parents and guardians, which we actively incorporate to improve our educational services.
However, in recent years, although limited to a very small number of cases, there have been incidents where harsh language or unreasonable demands from parents have compromised the working environment and the mental well-being of our staff.
We believe that providing a safe and secure work environment is essential to delivering quality education. Therefore, we have established the following policy.
We kindly ask for your understanding and cooperation regarding this policy.
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2. Definition of Customer Harassment
Our organization defines the following actions as “customer harassment”:
• When a request lacks reasonable grounds
• Even if the request is reasonable, when the manner or means of expression deviates from social norms and causes disruption to our staff’s work or mental health
Examples (for reference only):
2-1. Requests lacking legitimacy
• Demanding excessive responses when there are no clear mistakes or issues
• Making demands unrelated to our educational services
2-2. Socially inappropriate language and behavior
• Verbal abuse, insults, or intimidating remarks
• Persistent complaints or repeated demands
• Forcing staff to kneel in apology
• Long or repeated phone calls, interviews, loitering, or refusal to leave
• Discriminatory or sexual language
• Invasion of staff privacy or stalking
• Defamation, false accusations, or dissemination of misinformation on social media
• Demands for unreasonable or excessive services
• Groundless requests for refunds, apologies, or disciplinary action
• Other behavior deemed malicious by our organization
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3. Our Response to Customer Harassment
We strive to maintain constructive dialogue with parents and guardians and build positive relationships.
However, if any of the above behaviors are observed, we may, as a last resort, suspend further communication or deny our services.
In severe cases deemed malicious, we may collaborate with external organizations such as the police or legal professionals and take legal action.
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4. Our Main Initiatives
To prevent customer harassment and respond appropriately if it occurs, our organization is taking the following measures:
• Raising internal awareness and promoting initiatives to prevent harassment
• Developing response manuals and procedures
• Conducting training for staff
• Establishing a reporting and consultation system and cooperating with external experts
• Providing care for affected staff and implementing preventive measures
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5. Request to Parents and Guardians
This policy aims to protect our staff’s working environment and to foster a relationship of mutual trust and respect with parents and guardians, ensuring a safe and supportive environment for our students.
We kindly ask for your understanding and cooperation on the following points:
• Please refrain from any behavior that could be considered harassment
• Please treat all individuals with respect and compassion
• Please comply with all applicable laws and regulations
We are sincerely grateful to the many parents and guardians who already demonstrate great consideration.
We look forward to continuing to build a relationship of mutual trust and respect and working together to create an even better educational environment.
Thank you for your continued understanding and support.
June 1, 2025
Representative, Yamada Juku School Group