Basic Policy on Customer Harassment

１．Introduction

TOKAI Group have been providing safe, secure, convenient, and comfortable services from the customer's perspective since our establishment in December 1950, with the corporate message, "We face challenges with open minds to bring more smiles to life and joy in society." To ensure that our employees, who support these services, can work in a healthy, safe, secure, and comfortable environment, we have established a "Basic Policy on Customer Harassment."

By establishing this policy, we will work together with our customers to spread brighter and more enjoyable lives and cheerful "smiles" to communities and society, contributing to the realization of a sustainable society where people can have dreams for tomorrow. We ask for your understanding and cooperation.

２．Definition of Customer Harassment

Customer harassment refers to complaints or actions from customers or others where, in light of the validity of the demands made in the complaint or action, the means and manner used to fulfill those demands are socially unacceptable, and such means and manner harm the working environment of employees.

３．Actions Constituting Customer Harassment

Examples of Actions	Specific Examples
Act of demanding special treatment	Taking advantage of a position of power to demand special treatment or using abusive language.
Prolonged detention	Prolonged detention on matters unrelated to the products or services provided. Actions that disrupt business operations, such as repeatedly requiring the same explanations or apologies.
Excessive repetition	Excessive repetition of complaints and demands.
Excessive demands without legitimate reason	Unreasonable demands for money or goods. Unreasonable demands for compensation. Excessive demands exceeding the terms and conditions. Demands for services not provided or specifications not supported. Demands for personnel changes such as employee dismissal or internal disciplinary actions.
Violence, abusive language, and excessively critical remarks	Repeated acts of shouting, intimidation, cursing, and abusive language. Discriminatory remarks that insult or deny a person's dignity. Remarks that damage reputation. Acts of violence. Discriminatory remarks based on race, ethnicity, religion, family origin, occupation, etc.
Forcing visits or appointments to our company	Demanding disclosure of our company's business address and other information that is not publicly disclosed. Forcing explanations and apologies during visits or appointments to our company. Demanding face-to-face meetings without reasonable justification.
Threatening behavior	Threatening words or actions, actions associated with anti-social forces. Actions that infringe on privacy. Hinting at exposure on social media or in the media. Posting on social media or in the media personal information of employees, or content that damages the reputation of the company or its employees.
Sexual harassment	Obscene remarks or actions towards employees.
Other	Entering facilities related to our group without permission.

４．Response to Customer Harassment

If we determine that an act constituting customer harassment has occurred, we may take the following actions.

Fact-finding verification	We will promptly and accurately verify the facts and, if necessary, suspend the transaction.
Protection of those involved	We will protect the employees who have been harmed.
Appropriate Actions	Depending on the situation, we will take appropriate actions, including reporting to relevant parties, notifying the police, taking legal action including civil lawsuits, and filing criminal charges.

５．Our Approach to Customer Harassment

To protect our employees from customer harassment, we will implement the following measures.

Employee Training	We will regularly conduct training on customer harassment, including knowledge about how to handle it, to raise employee awareness.
Organization of manuals	We will develop a manual for responding to customer harassment incidents and ensure that all employees are fully aware of it.
Establishment of a consultation service	We will establish an internal consultation service for cases of customer harassment.

Established: October 28, 2024
TOKAI Holdings Corporation
Representative Director, President and CEO
Katsuo Oguri