Provide safe and secure financial services

Our CS Philosophy

Main Activities and Initiatives

Introduction of Activities

Promoting CS Oriented Management

CS Award Ceremonies

We hold the CS Award once a year to further instill our founding spirit and corporate philosophy, and to foster a culture of practicing and improving customer service to gain the trust and satisfaction of our customers. The CS Award assesses and awards outstanding CS- related activities on a company-wide basis, sharing them widely throughout our organization.

Improvements Made from Customer Feedback and Proposed by Employees

All comments, suggestions, inquiries and complaints received from customers via our call centers is registered in a central database for cross-analysis on a company-wide basis. The results are used to improve our services. Meetings are held on monthly basis to analyze customer feedback (including inquiries, suggestions and complaints), identify key issues with our services, and we plan improvements.
Moreover, when our employees realize items open to improvement and enhancement in our product and services, they can submit proposals via "Proposal Card on CS Improvements" and/or "CS Experience Cards". All these proposals are reviewed by relevant departments to incorporate them into our service improvement.

Provide high-quality customer experience

Support for cashless payment

In April 2022, the AC MasterCard issued by our company will be compatible with smartphone payments. Customers can enjoy shopping by just holding up their smartphone.

The implementation of cardless transaction functions

We updated our official smartphone app. in October 2021. The update allows the customer to issue their credit card as a virtual card on the app., so they can enjoy cardless shopping. For card loans, they can use the app. to read a QR code displayed on a Seven Bank ATM to withdraw and deposit money there without needing a card.

Renewal of the membership site

We are raising the levels of UI and UX in our digital channels, to bring our customers even more convenience. In February 2022, we updated the design of around 40 of the screens on our membership site, to improve usability by raising visibility and ease of operation.
We will carry on working on digitalization, to provide our customers with new convenience.

Stimulating local economies through the Guarantee Business

The ACOM Group provides loan guarantees to customers who use the card loan products marketed by partner financial institutions, such as MUFG Bank and leading regional banks. Other than offering the expertise we have built up in our loan business, we provide attentive support that is tailored to the circumstances and needs of each financial institution.
Local economies are beset by various issues, such as declining birthrate and aging population, and population outflow. We join forces with each financial institution to achieve growth in card loan products and meet customer needs in wide-ranging regions, contributing to stimulus for local economies.

Contribution to the Asian economy through Overseas Financial Business

The ACOM Group operates loan business in Thailand, the Philippines and Malaysia, playing an important role in supporting ASEAN economies.
ASEAN is achieving rapid economic progress, but its challenges include many people who lack access to financial services because they do not have bank accounts or credit cards. The ACOM Group provides services to a broad range of customers, meeting their needs and thereby contributing to economic progress in ASEAN.

Implementing Financial Education

Since 2013, we have been providing financial education lectures primarily for university and high school students, with the goal of protecting consumers'interests and developing a sound consumer finance market. The lectures seek to promote awareness and caution by introducing, among other issues, actual cases of financial trouble involving card loans, which are becoming more and more familiar to young people.
The methods of financial crime have become increasingly sophisticated and complex in recent years, causing a broad range of financial problems particularly among young people. Such cases include business startup, side job, and part-time employment scams as well as investment fraud. As a company in the card loan business, we will strive to prevent harm from financial troubles through financial education.

ACOM Group Policy on Customer Harassment

Guided by its founding spirit, the Circle of Trust, ACOM has three corporate philosophies: the spirit of human dignity, customers first, and creative and innovative management. We promote CS management by utilizing requests from customers to improve our products, services, and operations, so that each and every one of our customers can feel truly satisfied with our services.

Customer Harassment, a severe disruptive behavior by customers toward workers in relation to their duties which harms the working environment, has become a serious social issue. Such behavior undermines the dignity of employees and prevent them from performing to their full potential. In serious cases, it may harm the physical and mental health of employees and lead to a deterioration in a safe, secure, and comfortable working environment. There is also a possibility that our service to customers and business partners will deteriorate.
We take a firm and resolute stance against Customer Harassment. We believe that it is our social responsibility to protect our employee and continue to provide high quality services. For this reason, we have established a ACOM Group Policy on Customer Harassment.

1. Response to Customer Harassment

If Customer Harassment occurs, the Group Companies may refuse the use of our services. For malicious behavior and criminal acts, we will consult with police and lawyers, etc., and take strict measures.

2. Response to Employee

• a. We provide our employees with knowledge about Customer Harassment and how to deal with it
• b. We will give top priority to employees who have been victims of Customer Harassment and work to prevent recurrence.

3. Definition

Complaints or behavior from customers that fall under any of the following and are likely to undermine the dignity of employees of ACOM Group or cause deterioration in the working environment

• a. Unreasonable demand
• b. Actions to realize a demand are beyond societal norms

4. Examples of Applicable Behavior

The examples provided below are illustrative. Customer Harassment is not limited to these examples.

• a. Physical or mental attacks: verbal abuse, threat, slander, defamation, insults, physical violence, and injury
• b. intimidating behavior
• c. Continuous or persistent behavior (repeatedly, for extended periods)
• d. Discriminatory or Sexual behavior
• e. Attacks or demands on employee (e.g., unreasonable demands for money)
• f. Posting photos, audio, video or personal names or slander on social networking sites or internet
• g. Other Harassing Behavior

• The examples of Customer Harassment mentioned above are based on the "Customer Harassment Countermeasures Company Manual" issued by the Ministry of Health, Labour and Welfare.