Customer Harassment Policy

1. Philosophy

Our Company operates under the motto "Open possibilities through technology and insight," supporting businesses in solving their challenges. While customer feedback is an opportunity for service improvement, we do not tolerate any behavior that harms the dignity of our employees. We ensure a safe working environment while striving to enhance customer satisfaction.

2. Definition

As defined in the "Customer Harassment Response Manual for Companies" published by Japan's Ministry of Health, Labour and Welfare: "Among claims and behaviors from customers, those where the means or manner used to achieve the demand is socially inappropriate in light of the validity of the demand's content, and where such means or manner harms the working environment of employees." Customer harassment refers to violence, verbal abuse, excessive demands, and other acts by customers that harm employees' working conditions.

Acts Subject to Customer Harassment

Based on the Ministry of Health, Labour and Welfare's "Customer Harassment Response Manual for Companies." The following is not an exhaustive list.

• (1) Cases where the demand lacks validity
• ・ When no defect or fault is found in our products or services
• ・ When the demand is unrelated to our products or services
• (2) Cases where the means are socially inappropriate
• a. Likely inappropriate regardless of demand validity
• ・ Physical assault (violence, injury)
• ・ Psychological attacks (threats, defamation, insults, verbal abuse)
• ・ Intimidating behavior
• ・ Demanding prostration (dogeza)
• ・ Persistent or repetitive behavior
• ・ Restrictive behavior (refusal to leave, staying without permission)
• ・ Discriminatory remarks
• ・ Sexual remarks or behavior
• ・ Attacks or demands targeting individual employees
• b. May be inappropriate depending on demand validity
• ・ Demanding product exchange
• ・ Demanding monetary compensation
• ・ Demanding apology without reasonable grounds
• (3) Other nuisance behavior
• ・ Defamation on social media or the internet

3. Internal Response

In accordance with Tokyo's "Customer Harassment Prevention Ordinance" (enacted October 2024), businesses are obligated to implement preventive measures.

• ・ Employee safety and mental health are our top priority.
• ・ Regular training to strengthen response capabilities.
• ・ Consultation channels and coordination with external organizations (police, legal counsel).

4. External Response

• ・ We aim to resolve situations through rational dialogue.
• ・ When behavior is determined to constitute customer harassment, we will discontinue service and consult with police or legal counsel as necessary.

5. Response to Customer Harassment

When acts constituting customer harassment occur, we will respond firmly to protect our employees, and may refuse service if necessary. We will also coordinate with external experts including police and legal counsel, and take strict action including legal measures.

6. Request to Our Customers

We strive to be a company that cares for our customers and fulfills their needs. However, should any behavior constituting customer harassment be identified, we will respond in accordance with this policy. We appreciate your understanding and cooperation.

Established: July 2, 2025

Effective: July 12, 2025