We ensure the highest level of safety for our products and services and promote appropriate sales activities to earn the confidence of our customers.
Gakken Group Charter of Corporate Conduct
We do not use any expressions in the documentation and other information we distribute through our advertising activities that are libelous or slanderous to others or that may lead to social discrimination. When engaging in comparative advertising, we make sure that it is factual, fair, accurate, and not misleading at the time of comparison. In addition, we do not make misleading claims for the purpose of attracting customers. (From Gakken Compliance Code 2-2)
Gakken Group product safety and accident prevention measures are stipulated in Gakken Group Product Safety Management Code as follows.
Since many children use our products, we investigate factors like where and when they are used, carrying out multifaceted verification taking into account the possibility of misuse. Appropriate information on how to use the product correctly and prevent accidents is provided in an easy-to-understand manner not only on the package itself but also on the relevant pages of the instruction manual.
We have conducted 189 safety reviews focusing on educational toys and the gifts that come with our magazines. We found there were no health hazards caused by those products.
The Editorial and Publishing Committee was established for the purpose of deciding policies and discussing issues common to the content production divisions of all Gakken Group companies, including those related to editing and publishing. Led by the division heads of the editing and production divisions, 30 members from 11 companies work together to produce reliable content for our customers. Headed by a chairperson, the committee consists of three subcommittees: the Editorial and Human Resources Subcommittee, the Intellectual Property and Legal Affairs Subcommittee, and the Statements and Expressions Subcommittee. Their diverse activities range from prevention of product related accidents and compliance to the implementation of training sessions.
Article reviews are carried out by a 4-person system at the Article Review Department of the Quality Control Division at Gakken Product Support. Article review consists of evaluating articles to confirm that there are no statements or expressions that evoke or promote feelings of discrimination. The work encourages the dissemination of helpful information that does not contribute to discrimination against the vulnerable in society. Reviews cover a wide range of paper publications, as well as digital publications and promotional materials. During the 75th period, we received a total of 236 requests from publishing companies and other Group companies.
The Customer Center acts as a point of contact for all Group companies and provides accurate guidance for a wide range of inquiries. Customer feedback is used in product development and service improvement to help advance customer satisfaction and loyalty. In addition, Gakken Group General Guidance Navi-Dial Service was introduced in March 2020.
It will be run by the Customer Center of Quality Control Division's at Gakken Product Support Co., Ltd. As a contact point for inquiries and information regarding all Gakken Group business activities, it will handle inquiries from a variety of customers.
We accept inquiries from a variety of people, including the general public, readers, bookstores, agencies, educational organizations, government agencies, libraries, businesses, and the media. Inquiries are referred to the department that handles the relevant type of content. All inquiries are disclosed to group companies. We take the opinions of our customers seriously and strive to improve our business and product development.
We receive over 20,000 inquiries annually. Due to the impact of COVID-19 and other factors, we often work from home, We request inquiries by e-mail. In the 75th period, email inquiries accounted for 47% of all those received. It means other than e-mail accounted for 53% of inquiries.