Square Enix Introduces Enhanced Customer Harassment Policy for Greater Employee Protection

Square Enix, one of the most recognizable names in the global video game industry and known for iconic franchises such as Final Fantasy and Dragon Quest, has taken a significant step to protect its staff through an enhanced 'Group Customer Harassment Policy.' The update, announced via the company’s official website and reported by GamesIndustry, outlines comprehensive measures aimed at shielding Square Enix employees and business partners from harassment, undue demands, and other inappropriate customer behaviors. The policy update arrives amid growing industry awareness of the challenges faced by customer support representatives, developers, and other personnel—especially as the popularity of gaming on platforms like the Nintendo Switch and via services such as the eShop grows.

The move reinforces Square Enix’s commitment to maintaining a safe and respectful work environment across all regions in which it operates. According to the updated policy, Square Enix specifies that individuals deemed to have harassed its employees may face consequences ranging from withdrawal of customer support to denial of access to the company’s products and services.

The official statement clarifies, “If it is determined that an act of harassment has been committed against our staff or partners, we reserve the right to discontinue support or refrain from providing products and services to the offending party.” Additionally, the policy notes that incidents characterized by "egregious or malicious intent" may subject offenders to legal or criminal action.

The company has also provided a detailed list of behaviors it considers unacceptable, including but not limited to acts of violence, abusive language, intimidation, defamation, undue demands for product exchanges or compensation, and infringements on personal privacy, such as unauthorized recording or photography of employees. To further define the boundaries, Square Enix enumerates prohibited behaviors such as: persistent harassment (both online and offline), trespassing on company property, discriminatory speech, unlawful restraint, sexual harassment, and excessive requests deemed outside socially accepted norms.

Requests for unreasonable monetary compensation or repeated demands for apologies are also explicitly listed as unacceptable. Square Enix’s renewed focus on workplace safety comes at a time when companies across the gaming industry are examining how best to support their employees in both digital and physical spaces.

The Japanese publisher’s proactive stance is likely to inspire other developers and publishers, especially those maintaining large user bases on major platforms like the Nintendo Switch and the Nintendo eShop, to consider similar measures. By clearly outlining unacceptable behaviors and associated consequences, Square Enix demonstrates its ongoing dedication to fostering a safe, professional environment for everyone involved in developing and supporting its renowned gaming experiences. This policy serves as a reminder that the people behind our favorite games are entitled to the same respect and protection as anyone else.

As the industry continues to expand and diversify its user base, such transparency and firm action can set important precedents for the future.

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