Effective April 1, 2025, the "Customer Harassment Prevention Ordinance" came into effect in Tokyo.
Based on this, New Japan Philharmonic has formulated and will begin implementing a "Basic Policy on Customer Harassment" with the aim of creating an environment in which customers can use our services with peace of mind.
We will continue to strive to provide even better services while maintaining a healthy and positive relationship with our customers.
We would greatly appreciate your understanding and cooperation.
1.Basic Concepts
Our orchestra takes customer feedback seriously and strives to provide better service. However, in light of the fact that some customers have engaged in disruptive behavior that constitutes customer harassment, such as malicious remarks, threats, and unreasonable demands, we recognize that protecting the human rights and safety of our staff, musicians, and performers (hereinafter referred to as "staff, etc.") is also an important responsibility of our orchestra. We believe that by creating a safe working environment for staff, etc., we can provide better service to our customers, and have therefore established the "New Japan Philharmonic Basic Policy on Customer Harassment." We may refuse or discontinue service in the event of any of the actions described below.
2. Definition of Customer Harassment
Customer comments and demands that lack legitimacy, or, even if legitimate, are inappropriate in terms of means and manner according to generally accepted social norms, and that harm the working environment of employees, etc.
3. Actions that constitute customer harassment
The following are examples only and are not exhaustive.
- Abusive language, insults, intimidating or discriminatory behavior
- Shouting, intimidation, and threatening behavior
- Unjustified or excessive demands for goods, services, or money.
- Forcing someone to prostrate themselves, demanding apologies or responses that lack legitimacy or are excessive.
- Other demands that lack legitimacy or are excessive, or demands that are not reasonable according to social norms.
- Prolonged detention, persistent contact (phone calls, emails, visits, etc.)
- Actions that infringe upon the dignity and privacy of employees
- Sexual harassment, physical contact, and acts of violence
- Unauthorized recording and photographing of musicians, staff, and performers
- Defamation and libel on social media and the internet
The above definitions and examples of behavior are based on the "Customer Harassment Countermeasures Corporate Manual" issued by the Ministry of Health, Labour and Welfare. The examples of behavior are illustrative and customer harassment is not limited to these.
3.Actions to be taken if the relevant actions are confirmed.
If the above actions are confirmed, the orchestra may take the following actions.
- Discontinuing the service, or switching to a limited service via written documents or a specific contact point.
- Change of person in charge, handling by a supervisor
- Suspension of future use and transactions (e.g., ticket purchase, entry to/viewing of performances)
- In serious cases, consult with or report to external organizations such as the police or a lawyer.
4. Response to staff and other personnel
- We will conduct training on customer harassment, including knowledge and methods for dealing with it.
- We will prioritize the care of employees who have been victims of customer harassment and work to prevent recurrence.
5. A request to our customers
We will take all legitimate opinions and requests seriously and strive to improve our services. In the unlikely event that a customer engages in any behavior that constitutes customer harassment, we will respond in accordance with this basic policy.
Thank you for your understanding and cooperation.
April 10, 2026 New Japan Philharmonic