Basic Policy on Customer Harassment

1. Introduction

Tsuruha Group has set the important task of "providing an environment where each employee can work comfortably and find their work rewarding," and works hard every day to improve our services so that we can help our customers live beautiful and healthy lives as a lifeline that protects the lives of the local community. On the other hand, in order to provide high-quality services, we believe it is also important to protect the human rights of all employees working in the group and to create an environment where they can work safely and with peace of mind and physical health, based on the ideas of "a workplace environment where employees can work with peace of mind" and "mental and physical health, which is the foundation of everything" that we promote in our human capital management.

2. Policy and Objectives

Based on the Tsuruha Group Employee Human Rights and Respect Policy, we respect the human rights of both our customers and employees, and aim to protect the trust, expectations, and satisfaction of our customers and employees by establishing and communicating basic policies in the unlikely event that a customer makes a request or makes a statement that goes beyond what is considered socially acceptable. We will continue to treat our customers with sincerity, and ask for your cooperation in building and maintaining a healthy and better relationship between our customers and employees. We appreciate your understanding and cooperation with the Tsuruha Group.

3. Tsuruha Group's definition of "customer harassment"

In light of the "Corporate Manual for Countermeasures against Customer Harassment" issued by the Ministry of Health, Labor and Welfare in February 2022, we define customer harassment as "a situation in which, in light of the validity of the content of the complaint or request from a customer (including a business partner), the means or manner of realizing the request is socially inappropriate, and said means or manner harms the working environment of all employees working at the Tsuruha Group."

4. Targeted Activities

The following are examples and are not limiting.

Intimidating and threatening behavior
~Loud shouting, intimidation, demands for apologies, bowing down, and money
Unfounded requests
- Unfair pressure regarding delivery dates and prices, requests for special treatment when it is unrelated to the products and services we provide, and requests for apologies in writing
Requests for internal punishment, such as dismissal, regarding employees
Requests for content that violates laws and regulations
Continuous and persistent behavior
- Behavior that disrupts work, such as forcing employees to repeat the same explanation over and over again, or harassing employees
Physical and psychological attacks
~ Violence or violent behavior, sexual harassment, insults, denial of a person's character, discriminatory remarks
Invasion of privacy and defamation
- Taking unauthorized photographs or recordings of employees, posting employees' personal information on social media, etc.
Restrictive behavior
- Restricting employees for long periods of time, calling them to places other than the workplace, entering areas off-limits to non-employee personnel, and loitering unjustly

5. Dealing with Customer Harassment

[In-house response]

In order to protect employees from customer harassment, we will establish a system that enables the company to make appropriate decisions and respond appropriately when customer harassment occurs.
We will establish methods and procedures for dealing with customer harassment, provide necessary training to employees, and implement measures to help them learn how to deal with it.
We will strive to provide both physical and mental care to employees who experience customer harassment.
We will raise awareness among employees so that they do not commit customer harassment against business partners.
In order to respond more appropriately, we will work with external experts such as the police and lawyers.

[External support]

We strive to build better relationships with our customers and business partners by engaging in rational discussions to reach reasonable solutions.
If we determine that the behavior constitutes customer harassment, we may terminate the case and refuse future entry to the store.
If we determine the violations to be more serious, we will work with the police and external experts (lawyers) to deal with the violations appropriately.

6. Requests from us

Tsuruha Group will continue to strive to improve our services so that we can help our customers live beautiful and healthy lives.
I will continue to work on my daily tasks.
However, if any behavior that constitutes customer harassment is discovered, we will take firm action in accordance with this policy, and we appreciate your understanding and cooperation.

We will continue to strive to build better relationships with our customers.

Established in September 2024