BONAVENTURA Customer Harassment Policy
At BONAVENTURA, we recognize that inappropriate or malicious demands or actions by customers can harm the dignity and well-being of our employees and associates (hereafter referred to as "our employees") and significantly deteriorate the working environment. To protect the fundamental human rights of both customers and employees and to ensure the continuous provision of excellent products and services, we have established the following Customer Harassment Policy.
1. Definition of Customer Harassment at BONAVENTURA
Customer harassment includes any demands or behaviors that are unreasonable, or even if the demands are reasonable, the means or methods used to achieve them are deemed socially unacceptable and cause harm to our employees’ working environment. Specific examples of customer harassment include, but are not limited to, the following:
[Examples of Customer Harassment]
- Threats, intimidation, or other coercive or violent behaviors
- Insults, personal attacks, or verbal abuse
- Actions that damage or suggest damage to the reputation or credibility of the company or employees
- Discriminatory remarks, sexual harassment, stalking, or indecent behavior
- Unauthorized recording or photographing and the unauthorized use or distribution of images, videos, or audio recordings
- Privacy violations
- Excessive demands for services beyond the company’s designated service scope
- Unreasonable complaints, punishment, or demands for apologies
- Repeated demands or complaints leading to prolonged calls, chats, extended visits, or reprimands
- Statements implying or encouraging self-harm or suicide
- Defamation, excessive or unilateral communication via social media or the internet
- Unilateral or excessive communication with our brand advisors or official chat services
- Any other behavior that causes physical or mental stress to our employees and significantly disrupts their working environment, as determined by the company
2. Response to Customer Harassment
If BONAVENTURA determines that a customer’s demands or actions constitute harassment, we reserve the right to refuse any transactions, suspend all warranty-related services, and discontinue the provision of any other services. In cases where the behavior is deemed particularly malicious, we may collaborate with the police, legal counsel, and other authorities to consider appropriate legal actions, including criminal proceedings, against the customer.
We kindly ask for your understanding and cooperation in ensuring a respectful and positive environment for everyone.
Effective Date: September 1, 2024