ITO EN Group Basic Policy on Customer Harassment

Introduction

The ITO EN Group has adopted the management principle of "Always Putting the Customer First," based on the belief that valuing all customers is fundamental to business. We take customer feedback and requests seriously, and strive to respond in a manner that is always aligned with the customer's perspective.

On the other hand, some customer complaints and behavior include unreasonable demands and socially unacceptable behavior (such as excessive unreasonable demands and intimidating behavior) that harm the dignity of employees and lead to a deterioration of the workplace environment.

We believe that it is essential to provide a safe and comfortable working environment where every ITO EN Group employee can work in good physical and mental health, with a bright and positive attitude, and to protect employees from harassment. For this reason, we have established the ITO EN Group Basic Policy on Customer Harassment.

Definition of Customer Harassment

Complaints or behavior of any customer for which the request or the manner or means of fulfilling it is inappropriate according to social norms, and for which the manner or means impairs employees' working environment

[Acts that fall under customer harassment] The following examples are not an exhaustive list.

• Physical attacks (violence and physical injury)
• Psychological attacks (threats, defamation, insults, or verbal abuse)
• Intimidating words or conduct
• Requests for apologies in any humiliating manner (with kneeling down and bowing with the head touching the ground)
• Continuous (repetitive) or persistent (pestering) words or conduct
• Conduct that constrains employees' activities (refusal to leave, staying, and confinement)
• Discriminatory behavior
• Sexual behavior
• Attacks on and/or demands of employees as individuals
• Defamation on social media or other parts of the internet
• Excessive requests for services, exchange of products, monetary compensation, or apologies, etc.

Response to Customer Harassment

• If we judge that customer harassment has occurred, we will take firm action to protect ITO EN Group employees and may refuse to provide customer service.
• If we judge that a request is malicious due to inappropriate content, we will consult with the police, lawyers, or other appropriate authorities, and take appropriate measures.

ITO EN Group Initiatives

• Distribution of this policy and awareness-raising activities for ITO EN Group employees
• Establishment of consultation and reporting systems for customer harassment

• Establishment of procedures and guidelines for responding to customer harassment, and education and training for ITO EN Group employees
• Establishment of a consultation desk and mental health care system for ITO EN Group employees, and measures to prevent repeat occurrences
• Cooperation with police, lawyers, and other external experts

Request to Customers

The ITO EN Group will continue to make its best efforts to provide products and services that earn the trust, satisfaction, and peace of mind of its customers.
We will also take appropriate measures to address customer harassment in accordance with applicable laws and regulations. We appreciate your understanding and cooperation.