Customer Harassment Policy

At Toyota Financial Services Corporation (TFSC), we strive to meet the expectations of our customers and other stakeholders and contribute to society by enhancing corporate value as a member of the Toyota Group. We are committed to serving our customers with integrity, providing timely and appropriate information, and responding sincerely and promptly to earn their trust and satisfaction.

At the same time, we recognize that certain demands or conduct by customers or other individuals may adversely affect our employees’ working environment. To ensure that our employees can work with confidence and a sense of fulfillment, and to continue providing appropriate customer service, TFSC has established this Customer Harassment Policy.

What We Consider Customer Harassment

TFSC defines customer harassment as demands or conduct by customers or other individuals that lack reasonable grounds or, even when the demand itself is reasonable, are made or pursued through means or in a manner that exceed socially acceptable standards and adversely affect employees’ working environment.

Examples of Customer Harassment

  • Physical or psychological attacks against employees
  • Violence, threats, slander, defamatory remarks, insults, or abusive language
  • Unreasonably prolonged interactions, repeated conduct of a similar nature, or persistent inquiries
  • Excessive or unreasonable demands, including requests for responses outside normal business hours or for monetary compensation
  • Demands for apologies without reasonable grounds
  • Stalking or other conduct that infringes upon an individual’s privacy
  • Discriminatory remarks or other forms of harassment
  • Defamatory or abusive posts on social media or the internet

The above examples are illustrative and are not intended to be exhaustive.

Our Response to Customer Harassment

  • When customer harassment is identified, TFSC will take a firm organizational stance to protect its employees.
  • Depending on the circumstances, we may decline further communication, services, or business transactions with the individual concerned.
  • In cases involving serious misconduct, we may work with law enforcement authorities, legal counsel, and other external professionals and take appropriate action.