Customer Service Policy

Basic Policy on Customer Harassment

In accordance with the guidelines of the Ministry of Health, Labor and Welfare and the spirit of the Customer Harassment Prevention Ordinance, our company is committed to systematically and continuously working to prevent customer harassment in order to maintain a workplace environment where all employees can work with peace of mind.

■Definition

Customer harassment refers to situations in which a customer or other party engages in behavior that significantly disrupts an employee’s work, thereby harming the work environment.Examples include verbal abuse, insults, threats, violence, forcing an employee to kneel in apology, excessive demands for money, prolonged detention, persistent complaints, and sexual harassment.

■Regarding Valid Requests

Legitimate feedback and requests regarding our products and services do not constitute customer harassment. We will evaluate such feedback based not on the content of the request, but on whether the methods and manner in which it is presented are reasonable according to generally accepted social norms. We will take all reasonable feedback seriously and respond in good faith.

■ Response in the Event of an Incident

When such incidents occur, we will prioritize employee safety above all else and respond resolutely as an organization, without placing the burden solely on individuals. In severe cases, we will consider restricting certain activities to ensure employee safety. We will establish a supportive environment that encourages reporting and provide appropriate training, while working to support employees’ physical and mental well-being and prevent recurrence; we will also collaborate with law enforcement and experts as necessary.

■Relationships with Business Partners

We will strive to ensure that our employees do not engage in such conduct toward our business partners and will work to build sound relationships with our customers and business partners.