令和 8年10月1日

１ はじめに

 　奈良先端科学技術大学院大学（以下「本学」という。）は、さまざまな大学・高等専門学校出身の学生や、社会人学生、さらに世界約50の国と地域からきた留学生が学んでいます。この多様性の高い環境において、教職員・学生が課題やアイデアを共有し、共に議論し、協働によって本学のミッションを実現するキャンパスコミュニティーを醸成し、科学技術の進歩と社会の未来に寄与することを目指しています。そのためには、教職員の一人ひとりが安心して働ける就業環境及び教育研究環境を整備することが重要な責務であると考えます。

　このような考えのもと、学生、学生の家族、関係業者等本学と業務上の関係を有する者、その他地域・社会の皆様（以下「関係者等」という。）からの正当なご意見・ご要望には真摯に対応し、サービスの改善・業務向上に繋げる一方、カスタマーハラスメントに該当すると判断した場合は、教職員個人に対応を任せることなく、 関係部署が連携し、組織として毅然と対応します。

２ カスタマーハラスメントの定義

　カスタマーハラスメントとは、本学に対して行われる関係者等の言動 （電話、電子メールその他の通信手段を含む。以下同じ。）であって、その言動の内容又は手段や態様が本学の業務の性質その他の事情に照らして社会通念上許容される範囲を超えたものにより、教職員の就業環境又は教育研究環境が害されるものをいいます。

３ カスタマーハラスメントに該当する行為の例

以下は例示であり、これらに限られるものではありません。

（１）言動の内容が社会通念上許容される範囲を超えるもの
　・そもそも要求に理由がない又は本学の業務と全く関係のない要求
　・契約等により想定している事項を著しく超える要求
　・対応が著しく困難な又は対応が不可能な要求
　・不当な損害賠償要求

（２）手段や態様が社会通念上許容される範囲を超えるもの
　・身体的な攻撃（暴行、傷害等）
　・精神的な攻撃（脅迫、中傷、名誉棄損、侮辱、暴言、土下座の強要等）
　　（SNS／インターネット等への投稿を含む）
　・威圧的な言動
　・継続的、執拗な言動
　・拘束的な言動（不退去、居座り、監禁）

４ カスタマーハラスメントへの対応

　本学がカスタマーハラスメントと判断した場合、原則、該当する事案への以後の対応をお断りさせていただきます。また、特に悪質と判断した場合には、弁護士、警察等のしかるべき機関と連携し、厳正に対処します。

　発生したカスタマーハラスメントの事案については、原因の究明に努め、同様の事案の発生を回避する対策を検討します。

5 プライバシー等の保護

　カスタマーハラスメントに起因する問題への対応に当たっては、当事者その他の当該ハラスメントに関係する者等から公正な事情聴取を行うものとし、事情聴取対象者のプライバシー、名誉及び人権に十分配慮します。

６ 不利益取扱いの禁止

　カスタマーハラスメントに関し相談をしたこと若しくは事実関係の確認等の事業主の雇用管理上講ずべき措置に協力したこと等を理由として、教職員に対し、そのことをもって不利益な取扱いをしません。

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Fundamental Policy Against Customer Harassment at the Nara Institute of Science and Technology

October 1, 2026

1. Introduction

Students who graduated from various universities and technical colleges, adult students, and international students from approximately fifty countries and regions throughout the world are studying at the Nara Institute of Science and Technology (hereinafter referred to as the "Institute"). In this highly diverse environment, we are aiming to have faculty, staff members, and students share tasks and ideas and engage in discussions together to cultivate a campus community that achieves the Institute's mission through collaboration and to contribute to the progress of science and technology and to society's future. For that reason, we believe that maintaining a working environment and an education and research environment in which each faculty and staff member can work with peace of mind is an important responsibility.

Based on that belief, we will sincerely handle legitimate opinions and requests received from students, students' family members, related business operators and other parties that have a business relationship with the Institute and other members of the area and society (hereinafter referred to as the "Related Parties") that will lead to the improvement of services and the work improvement. Meanwhile, if we judge that an incident falls under customer harassment (abusive behavior by a customer), the related departments will cooperate and resolutely handle the matter as an organization without leaving that handling to an individual faculty or staff member.

2. Definition of customer harassment

Customer harassment is language or an action by a Related Party that is conducted against the Institute (including telephone calls, e-mail, and other means of communication; hereinafter the same), and it refers to something by which a faculty or staff member's working environment or education and research environment is harmed because the content, means, or manner of that language or action exceeds the scope that is permitted under social norms and in light of the nature of the Institute's work or other circumstances.

3. Examples of actions that fall under customer harassment

The matters below are examples, and customer harassment is not limited to those examples.

(1) Matters for which the content of the language or action exceeds the scope that is permitted under social norms
　- A request for which there is no reason in the first place, or a request that is completely unrelated to the Institute's work
　- A request that significantly exceeds the matters assumed under a contract
　- A request for which handling is remarkably difficult or for which handling is impossible
　- An unreasonable request for damage compensation

(2) Matters for which the means or manner exceeds the scope that is permitted under social norms
　- A physical attack (violence or injury etc.)
　- A mental attack (threat, slander, defamation, insult, abusive language, coercion of bowing from a kneeling position, etc.)
　(including posts on social media or the Internet)
　- Intimidating words or actions
　- Continuous and relentless language or actions
　- Language or an action that restrains an employee (refusing to leave, lingering, confinement)

4. Handling of customer harassment

If the Institute judges that an incident constitutes customer harassment, in principle, we will refuse future handling of the relevant incident. In addition, if we judge that the customer harassment is particularly malicious, we will collaborate with appropriate organizations, such as attorneys and the police, and strictly handle the matter. For customer harassment incidents that occur, we will strive to determine the causes and consider measures to avoid the occurrence of the same types of incidents.

5. Protection of privacy

For the handling of problems caused by customer harassment, impartial questioning of the parties and other people related to the relevant harassment shall be conducted, and sufficient consideration will be given to the privacy, honor, and other human rights of the people subject to that questioning.

6. Prohibition of disadvantageous handling

If a faculty or staff member makes a consultation concerning customer harassment or cooperates with the confirmation of facts or other measures that should be implemented for employment management by the employer, that consultation or cooperation will not be used as a reason for disadvantageous handling of that faculty or staff member.