The Nissan Rent-A-Car Group (hereinafter referred to as "the Group") is committed to continuously improving its services in order to provide safe, reliable, and high-quality mobility services and earn the satisfaction and trust of our customers.

However, we have observed instances of harassment, such as verbal abuse and excessive demands, directed at our company or employees by some customers using our services.

We believe that maintaining an appropriate working environment for our employees is essential to continuously providing safe, reliable, and high-quality services. Accordingly, the Group has established this "Basic Policy on Customer Harassment" to respond firmly to unreasonable demands.


Based on the “Customer Harassment Countermeasures Company Manual” issued by the Ministry of Health, Labour and Welfare of Japan, our Group defines customer harassment as follows:

“Cases where a request or complaint made by a customer or other person is unreasonable, and the means or manner used to make such a request or complaint is inappropriate and adversely affects the working environment of our employees.”

【Examples of Conduct That May Constitute Customer Harassment】
*The following are examples and are not exhaustive.*

① Conduct that is likely to be considered inappropriate in terms of the means or manner used, regardless of the validity of the request or complaint

・Physical or verbal/mental attacks (assault, injury, threats, defamation, slander, insults, abusive language, etc.)
・Intimidating or threatening behavior
・Demands for apologies that have no reasonable basis or are socially inappropriate (such as demanding that an employee kneel and bow)
・Persistent or repeated conduct, prolonged restraint, refusing to leave, or other conduct that interferes with business operations
・Discriminatory or sexually inappropriate remarks or behavior
・Personal attacks against employees or unreasonable demands directed at individual employees
・Posting employees’ personal information, or photographs, audio recordings, videos, etc. taken at stores or inside vehicles, on social media or the Internet without permission, as well as defamatory or abusive content

② Conduct that may be considered inappropriate in light of the validity of the request or complaint

・Demands for vehicle (product) replacement, monetary compensation, or an apology without legitimate grounds



If we determine that a customer has engaged in conduct that constitutes customer harassment, we may, with regret, refuse to provide our services or respond to the customer.

Furthermore, if we determine that the conduct is particularly serious or malicious, we will take strict action after consulting with the appropriate external organizations, such as the police or legal counsel.


1.Basic Policy on Customer Harassment

2. Definition of Customer Harassment

3. Response to Customer Harassment