Risk Management / Compliance
Risk Management
System for Risk Management Promotions
We have established Risk Management Committee, comprised by directors and chaired by one of the outside directors, is organized to promote our risk management. The members of management committee will receive what have been discussed and considered in the committee. In order to extract and grasp what are the potential risks for our business activities, the committee properly references "N-BOOK". This enables us to analyze the risks more precisely then prepare risk measures in order of importance. Each party and department regularly revise the components with this committee as thoroughly grasping and evaluating risks.
Privacy Policy
Activities of BCP (Business Continuity Plan)
Nextage promotes reinforcement of our management system for BCP. We have established the first action standards at the head office and each branch for potential threads and disasters. When these disasters have occurred, what the associates shall do is listed in "N-BOOK" to be properly followed by them in such situation where the priority is customers' and employees' safe.
Compliance
System for Compliance Promotions
We have established "Compliance Committee" which has our President and Representative Director as the chairperson accompanying directors, executive officers, full-time corporate auditors, general managers, the general manager of the Internal Audit Department, and Risk / Compliance control Department, to promote our compliance. The members of management committee will discuss what have been considered in the committee.
As violation of laws, compliances, harassments, or those similar activities have been discovered, our associates are able to contact, report and consult with "Nextage Helpline", as well as business partners can report us through the page named "Hot line for business partners". Also, there are "Customer Center/Customer Consultation Service Division" for customers and inquiry form on our website. We have managed not to disadvantage persons who have reported or consulted to the helpline. This leads us to practice prompt investigations and appropriate measures. We carefully internally share what has been discussed as the measure for these reported cases to prevent reoccurrence of them in respect of the privacy of the reporter and regarded persons shall be protected. The internal operation manual "N-BOOK" thoroughly make us well know about compliances employees must follow.
Reporting System
Nextage has "Internal Reporting System" and "External Reporting System" for all employees to clearly manage the organization. They are prepared due to correction and prevention of the organizational, as well as personal, breaching of laws or misconducts. The internal report system is run by the internal audit office. The external report system is run by cooperation between an external law office and Nextage.
In consideration of its accessibility for employees, anonymous reports are acceptable either through phone calls or email.
We thoroughly control and take an appropriate approach on the reported cases not to let someone disadvantages the reporters' privacies.
① Take appropriate approaches not to deteriorate the working environment of employees who have reported cases.
② There should not be any disciplinary punishment or any disadvantageous treatments on personnel who have reported cases.
③ When a report is made, the person shall not experience any harassment. However, who have harassed or abused is the one experiences punishments. The dissemination of this eases employees to report with less hesitation.
System for the Elimination of Anti-social Organizations
We maintain absolutely no ties with organized crime groups, members of such groups, companies affiliated with organized crime groups, corporate raiders, thugs posing as social activists, specialized intelligence-based violent groups, or any other similar entities (antisocial forces). We will respond appropriately and with a resolute stance as an organization to any unreasonable demands made by antisocial forces.
We comply with relevant laws and regulations, as well as anti-organized crime ordinances enacted by each prefecture, and sever all ties with antisocial forces, including business transactions, the provision of funds, the granting of favors, and any other form of relationship. If it is discovered after the commencement of a business relationship that a party is an antisocial force, we will take strict measures, including contract termination, and will take all necessary legal actions, both civil and criminal, as required.
Regarding cases of unreasonable demands by antisocial forces, we have established a system for organized and prompt response, with the General Affairs Division of the Administration Department serving as the coordinating department and relevant departments working in close collaboration. At each store, we appoint a person responsible for preventing unreasonable demands to strengthen initial on-site responses and information-sharing systems.
Regarding responses to such demands during store operations, we collaborate with relevant departments and have established a system to seek advice from external experts, such as attorneys, as needed. In addition, we maintain ongoing cooperation with external specialized agencies, such as the police and National Center for Removal of Criminal Organization, to ensure an appropriate response.
Furthermore, we have established internal regulations and manuals regarding responses to antisocial forces and unreasonable demands. We ensure that all executives and employees are thoroughly familiar with these guidelines and conduct ongoing education and training to enhance awareness and response capabilities aimed at eliminating antisocial forces.
Basic Policy on Customer Harassment
Nextage conducts its business in accordance with its management philosophy of “The Car Dealer Loved by Everyone.”
The feedback and comments we receive from customers are invaluable assets that help us improve our products and services. We will continue to take legitimate opinions and requests seriously and strive to make improvements.
However, when words, actions, or demands exceed what is socially acceptable, it becomes difficult for our employees to work with peace of mind, and this may adversely affect the service we provide to our customers. To ensure we can continue providing the best possible service, we have established the following basic policy, and we appreciate your understanding and cooperation.
Definition of Customer Harassment
Customer harassment refers to words or actions by customers, business partners, or other parties related to our business, where the content of the demand or the means used to pursue it exceed what is socially acceptable and harm the working environment of our employees. This includes not only in-person interactions but also those conducted by telephone, email, or online.
*Please note that we do not regard complaints or criticism themselves as customer harassment. Rather, we assess each situation based on its content, manner, and impact.
Examples of Prohibited Conduct
The following are examples and are not an exhaustive list.
・Violence, bodily harm, or other physical attacks
・Threats, intimidating behavior, statements that deny a person’s dignity, insults, or defamatory remarks
・Inquiries that involve prolonged detention or the persistent repetition of the same content
・Requests that significantly exceed the terms of the contract or the scope of our responsibilities, or baseless demands for money
・Attacks on individual employees or excessive intrusion into their private affairs
・Discriminatory or sexually suggestive remarks or behavior
・Unauthorized photography or recording of employees or inside our stores, or posting defamatory comments online
Our Response
・If we determine that a situation constitutes customer harassment, we may refuse to provide further assistance after explaining our reasons.
・Determinations regarding whether an incident constitutes customer harassment will not be left to individual staff members; we will address such matters as an organization.
・To verify the facts and ensure employee safety, we may record or audio-record the details of our response.
・In cases deemed particularly egregious, we will collaborate with external specialized agencies, such as the police or attorneys, to take necessary measures.
Internal Systems
・We have established a consultation desk to ensure employees do not have to deal with issues alone, and we make this known to all employees. No employee will be treated unfavorably for seeking advice or support.
・We have established response procedures and reporting standards, communicate them throughout the company, and continuously provide necessary education and training.
We believe that creating an environment where every employee can work with peace of mind leads to better service for our customers. This policy is not intended to limit dialogue with our customers. Rather, it is designed to help us build relationships where you can continue to share your candid opinions with us. We appreciate your understanding and cooperation.