Hokka Hokka Tei General Headquarters Co., Ltd. (Headquarters: Osaka City, Osaka Prefecture, Representative Director, Chairman and President: Tatsuya Aoki), a pioneer in the takeaway bento business, will establish and announce its "Policy on Handling Customer Harassment" on July 1, 2026 (Wed). This is to ensure that employees can work in a safe environment and to strengthen risk management as a company, so that Hokka Hokka Tei can continue to provide warm bentos with sincerity as "My Town's Kitchen."

Hokka Hokka Tei

Background and Purpose of Establishment

With the enforcement of the revised "Industrial Employment Stabilization Act" in October 2026, companies are required to take measures to protect employees from customer harassment.

We sincerely accept customer opinions and requests as valuable insights essential for service improvement. However, on the other hand, there are cases where the employment environment of our employees is threatened by the words and actions of a very small number of customers that exceed the bounds of social norms.

This time, we have established and will announce our "Policy on Handling Customer Harassment" with the aim of creating a safe working environment for our employees, strengthening our risk management as a company, and maintaining an environment for providing appropriate services to all customers.

Definition of Customer Harassment

We define the following actions as "Customer Harassment (Kasu Hara)":

- Abusive language, intimidating behavior, and remarks that deny personal dignity

- Acts that constitute intimidation or threats

- Prolonged detention or persistent repetition of the same inquiries

- Demands that are not socially reasonable

- Slander against individual staff members, or unfair attacks on social media, etc.

- Excessive service demands or monetary demands that lack rationality

In-store POP display

Our Basic Stance

We will respond sincerely with the following stance:

- To listen sincerely to customer opinions and respond appropriately.

- To prioritize the safety and mental and physical health of our employees.

- To respond as an organization to actions that hinder the proper execution of business.

Response to Customer Harassment Incidents

If customer actions are determined to constitute customer harassment, we will take the following measures:

- Record the content and situation, and share with relevant departments and managers.

- After verifying the facts, change the assigned staff or limit the response time.

- Declare the cessation of response if necessary.

- In malicious cases, consult with a lawyer or report to and cooperate with the police and relevant organizations.

- For slander on social media, etc., request deletion or consider legal action.

Request to Customers

We strive to provide appropriate and fair services so that all customers can use our services with peace of mind. Therefore, we ask for your cooperation in the following points when making inquiries:

- Please refrain from abusive language or intimidating behavior towards our staff.

- Please refrain from actions that interfere with our business operations.

- We would appreciate it if you could provide constructive opinions and requests.

We will promote the creation of an environment where both employees and customers can feel secure, for the sake of sound and sustainable service provision. We ask for your understanding and cooperation regarding this policy.

About Hokka Hokka Tei General Headquarters Co., Ltd.

The word "Hokka Hokka" refers to fluffy, freshly cooked rice steaming gently. Hokka Hokka Tei aims to be "My Town's Kitchen," a place where people can always feel at ease and take home a sense of security.

Hokka Hokka Tei opened its first store in Soka City, Saitama Prefecture, in 1976, and celebrated its 50th anniversary in June 2026. While continuing to focus on "handmade in-store," we will continue to deliver bentos filled with "deliciousness, enjoyment, and sincerity" to everyone.

Currently, we operate businesses that create a prosperous future in 714 stores nationwide. We will continue to offer a variety of menus and promotions for our customers to enjoy.

〈Company Overview〉

Representative Director, Chairman and President: Tatsuya Aoki

Head Office Location: 3-10 Tsurunocho, Kita-ku, Osaka City

Business Activities: Takeaway bento, delivery bento

HP: https://www.hokkahokka-tei.jp/

Hokka Hokka Tei

〈Hokka Hokka Tei Official SNS〉 - Instagram: https://www.instagram.com/hokkahokka_tei/

- X: https://x.com/HokkahokkaP

- YouTube: https://www.youtube.com/@hokkahokkateihxy

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  • Source: PR TIMES
  • Category: 企業方針