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Corresponding Policy

Hitachi Capital Corporation declared that our activities conform to the international standard for complaint management system (ISO1002).

Hitachi Capital Corporation declared on December (December 17, 2007), 2007 that our activities conform to the international standard for complaint management system (ISO1002: JIS Q 10002, or “Quality Management -- Customer Satisfaction -- Guidelines for Complaint Handling in Organizations”).

In 1993, we formed “Service Committee,” through which top management directly hears customers’ voices, and reflects them in corporate activities and improve services. In 1995, we created Customer Service Section in every sales division and, in 1996, Customer Service Center in every branch. In September 1996, we were awarded by the then Ministry of International Trade and Industry (presently the Ministry of Economy, Trade and Industry) for being an excellent company dedicated to consumers.

We have set in our Charter of Business Conduct our promise, “We will place the interests of customers ahead of everything else.” Certification for ISO 9001 in February 2007 led us to shift even a greater focus on consumers and to improve customer satisfaction. Last November, we established “Policies for Customer Service and Complaint Handling to Improve Customer Satisfaction” and made the policies known throughout the company. Through these steps, we aspire to remain a company in which customers can place their confidence and trust.

Policies for Customer Service and Complaint Handling to Improve Customer Satisfaction

Basic Philosophy

Our consistent priority is to handle requests from customers while protecting their rights and interests on their behalf and to continuously improve services and products to gain the trust and satisfaction of customers.

Code of Conduct

  1. We will seriously listen to customers’ requests, and take sincere and prompt action.
  1. We will take unbiased, fair, and appropriate action regardless of the customer or the nature of the request.
  1. We will spread customers’ voices throughout the company to appropriately reflect them in our operations.
  1. We will prepare ourselves so any customer can freely make requests to our company.
  1. We will comply with relevant laws and internal, voluntary standards to protect the rights of our customers.

April 1, 2009
Kazuya Miura
President and Chief Executive Officer
Hitachi Capital Corporation