1. Introduction

We are committed to responding sincerely to our customers' requests and to providing services that deliver ever greater satisfaction. We also regard customer opinions and requests as extremely valuable opportunities to enhance our services.

However, the requests and conduct of some customers include behavior that harms the dignity of our employees, such as abusive language that attacks their personal dignity, threats, and violence. Such conduct, which is grossly unreasonable in light of generally accepted social norms, is a serious problem that not only worsens our employees' working environment but may also adversely affect the provision of safe and reliable services.

We believe that ensuring a safe working environment enables our employees to work with peace of mind, which in turn leads to better relationships with our customers. Accordingly, we have established this Basic Policy on Customer Harassment.

2. Definition of Customer Harassment

We define customer harassment as “seriously disruptive conduct by customers toward our employees that harms the employees' working environment.”

Specifically, it includes the conduct listed below. These are examples only, and customer harassment is not limited to them.

• Acts of violence
• Abusive language, insults, or defamation
• Intimidation or threats
• Attacks on an employee's personal dignity, or discriminatory remarks
• Demanding that an employee kneel and bow to the floor to apologize (dogeza)
• Tying up employees for excessively long periods
• Demanding actions or accommodations beyond what is reasonable under generally accepted social norms
• Unreasonable, unjustified, or excessive demands
• Posting personal information, or content that damages the reputation of the company or its employees, on social media or elsewhere
• Sexual harassment, harassment based on SOGI*, other harassment of employees, stalking, or similar conduct

* “SOGI” is an acronym for sexual orientation and gender identity.

3. Response to Customer Harassment (Internal)

• If an employee experiences customer harassment, we will give top priority to the care and support of that employee.
• We will provide employees with training on customer harassment awareness and response procedures.
• We will put in place an appropriate framework, including establishing a contact point for customer harassment and cooperating with the police, legal counsel, and other external professionals.

4. Response to Customer Harassment (External)

• In resolving issues, we will engage in reasonable and constructive dialogue. However, if we determine that conduct constitutes customer harassment, we may terminate interactions and decline to provide further services.
• Furthermore, if we determine that the conduct is severe or malicious, we will respond resolutely in cooperation with the police and external experts (such as legal counsel).