1. Our approach
Rapyuta Robotics Co., Ltd. (the “Company”) works to solve the problems faced by logistics operations through robotics and software. Our business rests on working alongside our customers over the long term, from the initial evaluation through to maintenance and operation after go-live, and the views and requests we receive from customers are an indispensable resource for advancing our products and services.
At the same time, our employees carry out their work each day inside our customers’ logistics facilities and through remote support, and in the course of that work they may be subjected to conduct that goes beyond what is socially acceptable. We believe that employees being able to work with their physical and mental safety assured is a precondition for the service quality that keeps our customers’ operations running. We therefore establish and publish this policy.
2. Definition of customer harassment
In light of the Act on Comprehensively Advancing Labor Measures, and Stabilizing the Employment of Workers, and Enriching Workers’ Vocational Lives and the related guidelines issued by the Ministry of Health, Labour and Welfare, the Company defines customer harassment as conduct by a customer where either the substance of the conduct, or the means or manner in which it is carried out, goes beyond what is socially acceptable, and which thereby harms the working environment of our employees.
Views, requests and criticism expressed within socially acceptable bounds are legitimate feedback and do not constitute customer harassment. We take such feedback seriously and will respond to it in good faith.
In this policy, “customer” includes customers with whom the Company has a business relationship and their officers and employees, as well as their subcontractors and any other parties with whom our employees deal in the course of their work.
In this policy, “employee” includes the officers and employees of the Company as well as agency workers and personnel of subcontractors who perform work under the Company’s direction.
3. Conduct covered by this policy
The following are examples and are not exhaustive. Even where conduct falls within these examples on its face, the Company assesses each case as a whole in light of its specific circumstances.
(1) Conduct against personal dignity
- Assault, injury or other physical attacks
- Threats, abusive language, intimidation by shouting, insults, defamation, slander and other psychological attacks
- Discriminatory remarks on grounds such as nationality, race, ethnicity, language, religion, sex, sexual orientation or gender identity
- Disclosing, or demanding the disclosure of, sensitive personal information such as sexual orientation or gender identity
- Sexual remarks or conduct, stalking, or other conduct amounting to sexual harassment
- Attacks on, or demands directed at, an individual employee
- Filming or recording our employees without their consent, or posting such material on social media
- Putting pressure on the Company or its employees by hinting at posts on social media
(2) Conduct that obstructs the performance of work
- Persistent conduct, prolonged detention, or repeated demands of the same nature
- Persistently sending repeated emails or other communications of the same content
- Repeated nitpicking, or shifting the point at issue, in a manner not directed at resolution
- Demanding a kneeling apology or any other form of apology inappropriate by social standards
- Demanding an immediate response outside the contracted support hours, such as late at night or on holidays, where there is no urgency
(3) Conduct relating to the contract or the business relationship
- Forcing work, specification changes or unpaid support not provided for in the contract, on the strength of one’s position in the business relationship
- Demanding monetary compensation or the provision of goods without legitimate grounds
- Demanding a substantial reduction in the contract price, or a change to the terms of the contract, without legitimate grounds
- Demanding the replacement or removal of a particular member of our staff without reasonable grounds
- Demanding entertainment, favors or anything else inappropriate by social standards
(4) Conduct relating to safety
- Instructing or forcing our employees to carry out work contrary to the safety rules set by the Company or by applicable law, including restrictions on entry into robot operating areas, the use of safety devices, and prescribed work procedures
- Refusing, without legitimate grounds, measures necessary to secure the safety and health of our employees within a logistics facility
4. How we respond
Where the Company determines that conduct amounts to customer harassment, we will respond firmly in order to protect our employees. We will first seek to resolve the matter through dialogue with the customer. Where no improvement is expected, we may take the measures necessary, including changing the member of staff assigned, changing the way we respond, suspending our response, and reviewing the terms of the contract.
Where the Company determines that conduct is egregious or amounts to a criminal offense, we will work with the police, legal counsel and other external specialists and respond rigorously, including by taking legal action.
In all cases, the Company gives the highest priority to the safety of our employees’ lives and physical wellbeing.
5. Measures taken by the Company
- Making our position clear by publishing this policy
- Communicating this policy to our employees and providing education and training (in both Japanese and English)
- Establishing response procedures and criteria, and clarifying reporting lines for employees stationed at or visiting customer sites
- Establishing and publicizing a consultation desk for employees (available in Japanese and English)
- Protecting the privacy of those who raise concerns, and prohibiting any adverse treatment on the grounds that a person has raised a concern or otherwise cooperated
- Providing support that gives the highest priority to the care of affected employees, and taking measures to prevent recurrence
- Sharing the intent of this policy in contracts, memoranda and similar documents with our customers
- Responding in good faith where another employer requests our cooperation in establishing the facts
6. Scope
This policy applies to the business activities of the Company in Japan. At our overseas sites, we respond in line with the intent of this policy, taking into account the laws and the practical circumstances of each country and region.
7. A request to our customers
With the great majority of our customers we enjoy a strong working relationship directed at solving problems on the ground, and this policy changes nothing about those relationships. We ask for your understanding and cooperation in creating an environment in which our employees can work with peace of mind.
2026-10-01
Rapyuta Robotics Co., Ltd.
Gajan Mohanarajah, Co-Founder and CEO
This is a translation of the Japanese original. In the event of any discrepancy, the Japanese text prevails.
