Web Accessibility Policy
Our commitment to the basic policy on customer harassment.
The Yamaha Motor Group’s corporate mission is to be “a company that creates Kando—providing new excitement and enriched lives to people around the world.” We take customer feedback and requests seriously and continuously strive to improve the quality of our products and services and enhance customer satisfaction.
At the same time, the work environment of our employees must not be compromised by customer behavior or conduct by other external parties that exceeds generally accepted social norms. Our Group believes that protecting the human rights, safety, and well-being of our employees is fundamental to the sustainable operation of our business. Accordingly, we have established this Basic Policy to address Customer Harassment in a firm and organized manner.
Definition of Customer Harassment
Our Group defines “Customer Harassment” as conduct by customers, B2B partners or other external parties related to our Group’s business activities in which the nature of the demand, or the means or manner by which it is made, is unreasonable in light of social norms and negatively impacts the working environment of our employees.
Examples of Conduct Constituting Customer Harassment
The following are examples of conduct that may constitute Customer Harassment. These examples are illustrative only and are not intended to be exhaustive.
1. Unreasonable demands
- Demands that are unfounded or unrelated to our Group’s products or services
- Demands that significantly exceed the scope of services provided under a contract or similar agreement
- Demands that are excessively difficult or impossible to fulfill
- Unreasonable claims for compensation or damages
2. Unreasonable means or manner of making demands
- Physical attacks (including assault, bodily injury, spitting, and similar acts)
- Psychological attacks (including threats, slander, defamation, insults, abusive language, discriminatory or sexual remarks, invasion of privacy, forcing an employee to make a humiliating apology, and similar acts, whether made in person or through social media or online posts)
- Intimidating behavior (such as shouting or aggressive verbal conduct)
- Repeated or persistent conduct (such as repeatedly asking the same questions or making excessive complaints)
- Restrictive conduct (such as refusing to leave, occupying premises, confining employees, or engaging in prolonged phone calls)
Our Response to Customer Harassment
If our Group determines that an incident constitutes Customer Harassment, we will take the following measures:
- Reject unreasonable demands and take appropriate measures to protect our employees.
- Suspend customer support, business transactions, or the provision of services, and may deny access to our stores, facilities, or premises , as appropriate.
- Consult and cooperate with the police, legal counsel, and other relevant parties, and pursue legal remedies where necessary.
Initiatives to Protect Employees
To protect our employees from Customer Harassment, our Group will implement the following measures:
- Develop and communicate guidelines for responding to Customer Harassment.
- Provide physical and psychological support to employees affected by Customer Harassment.
- Respond to inquiries and concerns from employees.
- Protect the privacy of employees who seek consultation and prohibit any retaliation.
Established on September 1, 2026
