Square Enix has just released a new policy on customer harassment on its official website. In it, the company states that while it values customer feedback, there have been instances where some customers harass its employees. Such actions include denial of personality, violence, defamation, intimidation, and more. The company explains that these types of actions prevent its employees from working with a sense of security and also cause trouble for other customers. “Square Enix will not tolerate harassment and will take action as necessary,” the company wrote.
According to the new customer harassment policy, Square Enix will stop providing support services and products to customers who violate this policy. It also states that the company will take legal action if deemed necessary. The announcement further lists actions that the company considers socially unacceptable or harmful.
Square Enix has not provided any specific reason for adding the customer harassment policy. However, one possible cause could be the harassment faced by the voice actress of Wuk Lamat, a new character introduced in the Final Fantasy 14 Dawntrail expansion. While fan reception has been mixed, some individuals took it too far and even attacked the voice actress.
Some players did not like the fact that Wuk Lamat’s voice actress, Sena Bryer, is trans. Many sent threats to her, and some even used her business email to subscribe her to far-right newsletters. Yoshi-P disapproved of this behavior, saying that it broke his heart to hear what she went through.
The new customer harassment policy will likely protect Bryer, as it also includes partners. The policy explicitly states that Square Enix will not tolerate ‘discriminatory speech and conduct regarding race, ethnicity, religion, family origin, occupation, and more.’ The verbal threats Bryer received could also be considered a personal attack.
Square Enix is not the first company to introduce a customer harassment policy. Other Japanese companies, including Sega and Level-5, have been working hard to ensure the safety of their employees. Sega implemented its policy in July 2024, while Ni no Kuni developer Level-5 introduced theirs in December.
