Customer Harassment

Introduction

As part of our management strategy, the PROFITZ Group aims to create new value and contribute to a globally sustainable society. To support this goal, we are committed to enhancing both the customer experience (CX) and the employee experience (EX), while actively fostering a work environment that promotes employee engagement.At the same time, we recognize that employees may encounter inappropriate behavior from certain customers or business partners that constitutes customer harassment. We believe that protecting each employee and creating a safe and supportive working environment are essential to providing high-quality services centered on the customer experience.Based on this belief, we have established the PROFITZ Group Basic Policy on Customer Harassment.

Definition of Customer Harassment

Customer harassment refers to words, actions, or demands from customers, including business partners, that either lack reasonable grounds or, even where the content of the request itself is reasonable, are carried out in a manner that is considered socially unacceptable and adversely affects the working environment of employees.For the purposes of this policy, “employees” includes employees, temporary staff, and other personnel working for the PROFITZ Group or its contractors.

Scope of Conduct

Physical or mental attacks (assault, injury, threats, slander, defamation, insults, verbal abuse) or intimidating behavior; excessive demands for apologies (e.g., forcing someone to kneel); coercive actions (refusal to leave, long-duration phone calls or loitering, confinement, forcing repeated explanations or demands); unauthorized entry into our group facilities; unauthorized recording or photography of our group employees or facilities; discriminatory or sexual remarks; personal attacks or demands directed at individual employees; posting personal information or other content about our employees on social media or the internet (publishing photos, audio, or video); demands for unreasonable or excessive services; and demands for products, services, or money without justifiable cause. The definitions and examples above are based on the "Corporate Manual for Countermeasures against Customer Harassment" created by the Ministry of Health, Labour and Welfare. These examples are illustrative, and customer harassment is not limited to these actions.

Response to Customer Harassment

If any words or actions are determined to constitute customer harassment, we will respond firmly in order to protect our employees and may, where necessary, discontinue or refuse further service or communication.In cases involving malicious conduct or suspected criminal activity, we will take strict action, including legal measures where appropriate, in cooperation with external specialists such as the police and legal counsel.