調査会社の会長ブログ【松谷廣信】

調査会社の会長ブログ

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苦情相談

会長日記2009/07/09

先週6月30日、所属する船場ロータリーの幹事の大役が終わった。肩の荷がおりたとはこの事か・・と云う感じ。
特に何をしたと云うのでなく、特に気を使っていた訳でもないが、しかし終わって見ればホッとする。
プレッシャーとかストレスと言う言葉をよく聞くが、今ひとつ自覚がなかった。ところがこのホッとした感じで、
それなりにプレシャーやストレスがあったのだな・・と改めて自覚した。

そんなこんなで7月1日・2日とロータリーの仲間が「幹事、ご苦労さんでした・・」と言う事で、
東北へ1泊2日のゴルフ旅行を企画してくれた。表蔵王と東蔵王と言う何れも中々の名門コース。
関西の山岳コースをメインにしている小生にとっては、久々にノビノビとした雄大なコースで好きなゴルフを楽しむことが出来た。
スコアーもそれなりで1年間ジックリと溜め込んでいたストレスを十二分に発散することができた。

で、今週月曜はロータリーの新年度初例会。夜の例会であったが幹事を終えて余りにホッとした為か、コロっと忘れていた。
気がついたのが例会開始の30分後、慌てて例会場に駆けつけ何とか懇親会には間に合ったが、気が抜けるとこう云う事になると云う事を、
強く自覚させられた。

ただこれは前置きで、今日云いたかったのはこんな事ではなく、実は調査の苦情相談についてである。

2年前の平成19年6月、消費者(依頼者)保護を目的とした探偵業法が施行された。
その為かどうか判らないが、最近、調査業に関する苦情相談が増えているように思う。
小生が会長を務める関西総合調査業協会にも何かと消費者からの相談が増えている。
相談内容は様々であるが基本は苦情相談。中でも多いのが料金と調査結果に対する不満である。しかし、
こうした苦情相談に応じるのは非常に難しく、軽々に判断できるものはない。
消費者の相談窓口としては全国に消費者センターが設けられ、プロの相談員が相談に応じているが、
調査業に関する相談は対応に苦慮するようで、全国の消費者センターが業界の苦情相談窓口に振ってくるケースが多くある。

苦情相談の一例であるが、夫の素行調査を妻が依頼。所謂、
浮気調査の依頼である。この場合、大半は夫が浮気しているものと決め付けて、
浮気現場を確認して欲しいと云うのが一般的である。依頼の動機は「女の感」である。事実ではなく感である。ところが、
実際に浮気をしていればいいが、そうでないケースもある。いくら調査しても浮気の事実がつかめず、「何もなし」との調査結果を報告しても、
依頼者(妻)は納得しない。調査をキチッとしていないからだ・・、浮気現場の確認を頼んだのに、それが判らないではお金は払えない。
お金を返してほしい・・・などの相談である。

此処で問題になるのは、「浮気現場の確認」を条件に仕事を受けたのか、一日の行動確認を条件に仕事を受けたのかで相違するが、
依頼者は自分が思うような結果が出なければ調査が不十分と不満を持つ。一方、調査業者は、仕事を受けたいために、
出来もしないことをさも出来るかの如く臭わせて、より以上の期待を持たせて受注する事が多く、
そこらのズレがトラブルの元になっている様である。

 

Last week, on 30 June, I completed my major role as secretary of my Rotary club, Funaba Rotary. It’s like a weight has been lifted off my shoulders…
It’s not that I did anything in particular, I didn’t pay any attention to it, but it’s a relief to see it done.
I often hear the words “pressure” and “stress,” but I’ve never been aware of them. However, with this relieved feeling.
I realized once again that I was under a lot of pressure and stress.

The companion of Rotary on July 1 and 2 said, “Thank you for your hard work, secretary” and so on.
He organized a two-day, one-night golf trip to Tohoku. Both Omotesando and Higashi-Zao are very famous courses.
As I mainly play mountain courses in the Kansai region, I was able to enjoy my favorite golf on a magnificent course that was relaxed for the first time in a long time.
The score was also reasonable and I was able to release the stress I had been accumulating for a year.

So, this Monday is the first meeting of the new Rotary year. It was a regular meeting in the evening, but because I was too relieved to finish the secretary, I forgot it by a flash.
I rushed to the meeting place in a hurry 30 minutes after the start of the regular meeting, but I managed to make it to the reception in time.
I was strongly reminded of this.

This is not what I wanted to talk about today, but actually about the complaint consultation of the investigation.

Two years ago, in June 2007, the Detective Business Law was enacted to protect consumers (clients).
I don’t know if this is why, but it seems to me that the number of complaints about the investigation business has been increasing recently.
The Kansai Research Association, of which I am the chairman, is also receiving an increasing number of consultations from consumers.
The content of the consultation varies, but it is basically a complaint consultation. Among them, dissatisfaction with fees and survey results is the most common. However.
It is very difficult to respond to such complaints and nothing can be judged lightly.
Consumer centers have been set up all over the country to provide consultation services to consumers, and professional counselors are available for consultation, but
Consultations regarding the research industry seem to be a struggle to deal with, with consumer centers across the country often turning to industry complaint counters.

In an example of a complaint, the wife requested an investigation of her husband’s background. so to speak.
It is a request for a cheating investigation. In most of these cases, we assume that the husband is having an affair, and
It is common for people to ask to see the scene of the affair. The motivation for the request was the “feeling of a woman”. It is not a fact, but a feeling. However.
It would be nice if they were actually having an affair, but in some cases they are not. No matter how much we investigate, we can’t find out the fact of the affair, and even if we report the results of the investigation as “nothing,
The client (wife) is not convinced. I can’t pay you if you don’t find out about the scene of the affair even though I asked you to check it.
They want their money back…etc.

At issue here is the difference between taking the job on the condition of “checking the scene of the affair” and taking the job on the condition of checking one’s behavior for the day, but
Clients complain that the investigation is inadequate if it does not produce the results they think it should. Surveyors, on the other hand, want to take the job because they
There are a lot of orders that are received with higher expectations by making people smell as if they can do something they have not done before.
This misalignment seems to be the cause of the trouble.
*** Translated with www.DeepL.com/Translator (free version) ***

Last week, on 30 June, I completed my major role as secretary of my Rotary club, Funaba Rotary. It’s like a weight has been lifted off my shoulders…
It’s not that I did anything in particular, I didn’t pay any attention to it, but it’s a relief to see it done.
I often hear the words “pressure” and “stress,” but I’ve never been aware of them. However, with this relieved feeling.
I realized once again that I was under a lot of pressure and stress.

The companion of Rotary on July 1 and 2 said, “Thank you for your hard work, secretary” and so on.
He organized a two-day, one-night golf trip to Tohoku. Both Omotesando and Higashi-Zao are very famous courses.
As I mainly play mountain courses in the Kansai region, I was able to enjoy my favorite golf on a magnificent course that was relaxed for the first time in a long time.
The score was also reasonable and I was able to release the stress I had been accumulating for a year.

So, this Monday is the first meeting of the new Rotary year. It was a regular meeting in the evening, but because I was too relieved to finish the secretary, I forgot it by a flash.
I rushed to the meeting place in a hurry 30 minutes after the start of the regular meeting, but I managed to make it to the reception in time.
I was strongly reminded of this.

This is not what I wanted to talk about today, but actually about the complaint consultation of the investigation.

Two years ago, in June 2007, the Detective Business Law was enacted to protect consumers (clients).
I don’t know if this is why, but it seems to me that the number of complaints about the investigation business has been increasing recently.
The Kansai Research Association, of which I am the chairman, is also receiving an increasing number of consultations from consumers.
The content of the consultation varies, but it is basically a complaint consultation. Among them, dissatisfaction with fees and survey results is the most common. However.
It is very difficult to respond to such complaints and nothing can be judged lightly.
Consumer centers have been set up all over the country to provide consultation services to consumers, and professional counselors are available for consultation, but
Consultations regarding the research industry seem to be a struggle to deal with, with consumer centers across the country often turning to industry complaint counters.

In an example of a complaint, the wife requested an investigation of her husband’s background. so to speak.
It is a request for a cheating investigation. In most of these cases, we assume that the husband is having an affair, and
It is common for people to ask to see the scene of the affair. The motivation for the request was the “feeling of a woman”. It is not a fact, but a feeling. However.
It would be nice if they were actually having an affair, but in some cases they are not. No matter how much we investigate, we can’t find out the fact of the affair, and even if we report the results of the investigation as “nothing,
The client (wife) is not convinced. I can’t pay you if you don’t find out about the scene of the affair even though I asked you to check it.
They want their money back…etc.

At issue here is the difference between taking the job on the condition of “checking the scene of the affair” and taking the job on the condition of checking one’s behavior for the day, but
Clients complain that the investigation is inadequate if it does not produce the results they think it should. Surveyors, on the other hand, want to take the job because they
There are a lot of orders that are received with higher expectations by making people smell as if they can do something they have not done before.
This misalignment seems to be the cause of the trouble.

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