Keio University is committed to the ideals championed by its founder, Fukuzawa Yukichi, which include the principles of dokuritsu jison ("independence and self-respect"), hangaku hankyo ("learning while teaching, teaching while learning"), and shachu kyoryoku ("cooperation among members of the Keio community"). With these principles at our core, we remain dedicated to contributing to society through education, research, medical care, collaborations with the greater community, and more. Keio's activities are bolstered by relationships of trust with a vast number of people: these range from its students and pupils; their parents and guardians; alumni, new graduates, and other former students; prospective students and those scheduled to enroll; Keio University Hospital patients and their families; donors; individuals connected with faculty and staff; retirees; local residents; business partners; joint research partners and partner institutions; facility users; event participants; and other individuals and groups. These people are not simply "customers"; they are valued stakeholders who together lend immeasurable support to Keio's activities. Meanwhile, Keio engages sincerely with a wide diversity of opinions and strives for improvement through dialogue in education, research, and medical care.
Nevertheless, Keio University may, on occasion, be subject to certain words and actions from stakeholders that wound the character or dignity of its faculty and staff; compromise the safety of their mind, body, or workplace environment; or interfere with its operations, particularly in education, research, or medical care.
Keio University believes that foundational to realizing its mission is an environment where everyone's human rights and dignity are respected. Accordingly, it has established this Basic Policy in order to build and safeguard an environment in which all members of the Keio community can work and go about their activities with a sense of security.
Note that at Keio University, "harassment by stakeholders" will be used to refer to conduct that falls under what is commonly known as "customer harassment."
1. Basic Philosophy
For Keio University, feedback and requests from stakeholders are valuable opportunities for raising the quality of education, research, and medical care, and it will faithfully and sincerely respond to every concern.
On the other hand, Keio University will not tolerate conduct that infringes upon the character or dignity of its faculty and staff or compromise the health and safety of the workplace, learning, or research environment. Keio will respond firmly as an institution and take the necessary measures when words, conduct, or the manner in which they are expressed exceeds the bounds of social acceptability. The intent of this policy is not to incite friction or conflict. Rather, its purpose is to build a constructive relationship between Keio University stakeholders and its faculty and staff based on respect for each other's character and dignity. This policy seeks to maintain and elevate the environment for learning and collaboration as is befitting the spirit of dokuritsu jison, (namely, of independence and self-respect).
2. Definition of "Harassment by Stakeholders"
At Keio University, "harassment by stakeholders" pertains to words or actions directed at faculty and staff. These can be made by students and pupils; parents and guardians; alumni, new graduates, and other former students; prospective students and those scheduled to enroll; Keio University Hospital patients and their families; donors; individuals connected with faculty and staff; retirees; local residents; local government bodies; business partners; joint research partners and partner institutions; facility users; event participants; and other parties involved in Keio University's education, research, medical care, social collaboration initiatives, or school operations. The words or actions that constitute harassment are those that exceed the bounds of social acceptability and harm the health and safety of individuals working at Keio and the teaching, research, workplace, and medical care environment.
3. Examples of Conduct Considered Harassment by Stakeholders
Verbal or psychological abuse (abusive language, threats, intimidation, insults, defamation, slander, denial of a person's character or dignity, forcing someone to kneel in apology, discriminatory remarks or conduct, sexual harassment, and other similar behavior. This also includes abuse via written media, such as email, documents, or internet posts)
Physical violence (assault and battery)
Intimidating or aggressive conduct (raising one's voice, shouting angrily, or using abusive language or phrasing, etc.)
Coercion or involuntary restraint (refusing to leave, occupying the premises for an unreasonably long time, or confining another person, etc.)
Incessant badgering (making demands repeatedly, continuously, or over an extended period of time, etc.)
Lying in wait for someone or stalking them
Demanding unreasonable special treatment
Demanding excessive apologies
Demanding monetary compensation without a reasonable basis
Invasion of privacy (taking photo, video, or audio recordings without consent; distributing such materials through social media or other channels; distributing personal information about faculty and staff, etc.)
Filing unwarranted reports or complaints to people inside or outside Keio University or to a third party
Deliberately damaging or defacing facilities, equipment, or other property
Please note that the actions described above are merely examples and do not constitute an exhaustive list.
Keio University will undertake the necessary response to legitimate feedback and complaints, whistleblowing, claims made pursuant to laws and regulations, requests made based on patients' rights, and requests for reasonable accommodation for a disability. In determining whether a certain conduct constitutes harassment, Keio University will consider the circumstances comprehensively, including the validity, reasonableness, and fairness of the request; the means and manner in which it is made; its purpose; the circumstances leading to the request; its frequency and persistence; and its impact on operations. Even where the substance of a request is legitimate, the conduct may be treated as harassment if the means or manner used to make the request is inappropriate.
4. Keio University's Response
Keio University places great importance on dialogue with stakeholders and other relevant parties and strives to build and maintain relationships of trust.
However, when certain actions are determined to constitute harassment, we may take measures such as:
Suspending dialogue or terminating interaction
Responding at an institutional level
Restricting facility use
Responding in coordination with lawyers and other legal specialists
In particular, if a person's conduct or actions are deemed sufficiently serious that they may cause physical or psychological harm to faculty or staff, Keio University will report the matter to the police and other relevant authorities and take strict measures, including legal action where appropriate.
5. Promoting Mutual Respect
Keio University not only seeks to prevent harassment directed at faculty and staff by stakeholders, it also expects faculty and staff to uphold high ethical standards and maintain a strong sense of responsibility themselves; it will not tolerate harassment by its own members. The university provides training and takes other measures to encourage conduct that respects the personality and dignity of others. Keio will continue its efforts to prevent all forms of harassment and respond appropriately when harassment occurs. It endeavors to foster a culture of mutual respect to realize an environment in which everyone can learn, work, and engage in their activities with peace of mind and a sense of security.