Customer Harassment Policy

The Tokyo Century Group is committed to demonstrating dedication to its customers and respect for human rights in accordance with its Corporate Code of Conduct. The Group therefore supports the success of its customers’ businesses by accurately responding to their needs with quality products and services, thereby forging a solid relationship of trust. It nurtures a corporate culture that respects the human rights of all people while encouraging personnel with diverse characteristics to thrive.

In order to put these commitments into practice, the Group strives to create an environment in which all its officers and employees can perform their duties with peace of mind. There have been situations, however, in which certain customers have engaged in conduct toward Group officers and employees that we deem to constitute customer harassment, and this cannot be tolerated.

The Group believes that protecting the human rights of all stakeholders—including customers and potential customers (hereafter collectively referred to as “the Customers”) as well as officers and employees—and ensuring their physical and mental health and safety are essential to delivering the best possible products and services. Based on this belief, we have established this Customer Harassment Policy.

• 1. Definition of Customer Harassment
• 2. Acts that Constitute Customer Harassment
• 3. Measures Taken to Address Customer Harassment

• Physical or psychological aggression (including assault, physical injury, threats, slander, defamation, insults, and abusive language), as well as intimidating behavior
• Excessive demands for an apology (e.g., being forced to kneel and bow)
• Persistent or obsessive behavior
• Restrictive behavior (including refusal to leave, prolonged telephone calls, remaining onsite to pressure staff, confinement, and persistently demanding the same explanation)
• Unauthorized entry into Group facilities
• Video recording or photography without the consent of Group officers and employees, as well as unauthorized photography or video or audio recording in connection with Group facilities
• Discriminatory language or behavior
• Sexually inappropriate language or behavior
• Attacks on, or demands directed at, specific officers or employees of the Group
• Posting personal information of Group officers and employees, including photographs, videos, and audio recordings, on social media or other online sites
• Unreasonable or excessive demands for the provision of services
• Unjustified demands for products, services, or money

• *The above actions are illustrative and do not limit the scope of customer harassment.

1. aWhen conduct is determined to constitute customer harassment, the Group will respond decisively as an organization and, as necessary, may suspend the provision of products or services or cease responding to the Customers.
2. bIn the event of conduct deemed to be malicious or to constitute a criminal offense, the Group will coordinate with police and attorneys to take rigorous measures, including the pursuit of legal remedies.

1. aThe Group will ensure the safety of officers and employees who have been subjected to customer harassment, provide mental and physical support, and implement measures to prevent recurrence.
2. bThe Group will establish and operate consultation desks, define procedures for addressing customer harassment, including methods for coordinating with police and attorneys, and widely disseminate such procedures.
3. cThe Group will continue to provide training to ensure that its officers and employees do not engage in harassment against the Customers.

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  Management Philosophy and Management Policy

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  Integrated Report

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  Sustainability Data Book