Policy on Addressing Customer Harassment

　In line with our management philosophy of “connecting people and society to the future with a smile,” each and every employee in the Joshin Group (hereinafter “the Group”) strives to provide “Sincere Service” from customers’ point of view, as set forth in the Joshin Group Declaration of Actions. However, there have been instances in which certain customers have behaved or acted in a way to deny the personality of our employees, or have made an unreasonable demand on them. When repeated, these sorts of behavior place undue time constraints and emotional burden on our employees, potentially disrupting the smooth operation of our business and diminishing the quality of service we provide to other customers.
　In the Group, we respect the human rights of our employees, and recognize the great responsibility we bear in ensuring a comfortable working environment for them. At the same time, we also strive to provide better “Sincere Service” by also asking our customers to behave in an appropriate manner to help us maintain an environment where both our customers and employees can have pleasant communication. To this end, we are committed to responding appropriately to any behavior constituting customer harassment in accordance with this Policy on Addressing Customer Harassment.

　Based on the Company Manual on Customer Harassment Countermeasures published by the Ministry of Health, Labour and Welfare, we define customer harassment as any complaint, remark, or behavior by a customer employing means or manners considered socially inappropriate in light of the validity thereof, and that harm the working environments of employees.

　The following are examples of actions that constitute customer harassment. However, this list is not exhaustive, and any other act of making remarks or engaging in behavior that harms the personality or dignity of our employees, causing them to suffer physical or mental distress, making their work environment uncomfortable and thereby significantly hindering their ability to perform duties will also be deemed as customer harassment.

1. Physical aggression, including violence or injury
2. Psychological aggression, including threats, slander, defamation, insults, or abusive language
3. Demands for kneeling down on the ground or making humiliating apologies
4. Intimidating remarks or behavior, or continual and persistent remarks or behavior
5. Loitering for unreasonably long periods of time
6. Discriminatory remarks or behavior
7. Sexual harassment (e.g., stalking or any other behavior that could be construed as sexual harassment)
8.  Demands or attacks directed at individual employees
9. Making defamatory posts about employees, taking their photos or videos without authorization, or dissemination of such information via social media or other means
10. Other actions deemed by the Group to be malicious in nature from the standpoint of employee protection

The Group will implement the following measures for employees.

 

1. Formulation and dissemination of manuals and guidelines on addressing customer harassment
2. Education and training programs on addressing customer harassment
3. Mandatory reporting of customer harassment to supervisors
4. Support and consideration for employees who have addressed customer harassment

　The Group will display posters and other materials on the prevention of customer harassment at  business locations, and maintain a commitment to fostering a corporate culture that enables us to provide safety and peace of mind with a smile to our customers and all other stakeholders.

• If any act that constitutes customer harassment occurs, we will respond firmly as an organization by prioritizing respect for human rights including ensuring the safety of our employees and follow-up support for them.
• In such cases, we may, when necessary, stop dealing with a customer, suspend business, or deny entry to premises.
• If the Group determines that malicious customer harassment has occurred, we may take legal action or pursue criminal proceedings in coordination with our legal counsel, law enforcement authorities, and other parties.

May 22, 2025