NEXCO CENTRAL Group Basic Policy on Customer Harassment

Based on our basic stance of "thinking from the customer's perspective," NEXCO CENTRAL Group values each and every customer's voice and strives to use it to enhance and improve the services in each of our businesses.
However, some of our clients have demands and behavior that go beyond the bounds of common sense, which sometimes violates the dignity of employees and leads to a deterioration of the working environment.
In order to protect an environment in which each employee can work with peace of mind, NEXCO CENTRAL Group will take firm action against any behavior that gives rise to such situations and will respond organizationally to this by establishing a "Basic Policy on Customer Harassment."

● Definition of customer harassment

Complaints and conduct (hereinafter referred to as "conduct, etc.") from customers or third parties (including business partners, etc.; hereinafter referred to as "customers") that, in light of the nature of the work performed by the employee and other circumstances, are socially inappropriate and harm the employee's working environment through such means and manner.

●Specific examples of customer harassment

・Physical attacks (assault, injury)
・Mental attacks (threats, blackmail, defamation, insults, verbal abuse, abuse)
・Demanding (forcing) someone to kneel down
・Restrictive behavior (refusal to leave, staying put, confinement)
・Sexual behavior (sexual harassment, stalking, physical contact, obscene behavior)
- Persistent (insistent) words and actions
Intimidating behavior
・Discriminatory behavior
- Actions that infringe on employees' privacy (posting or hinting at employees' appearance, personal information, etc., on social media/the internet, etc. (including publishing photos, audio, or video))
- Requests for the provision of services that are socially excessive (demands for excessive monetary compensation or apologies, requests for acts that are completely unrelated to the Group's business or for which there is no obligation, requests regarding the treatment of employees in terms of personnel matters, such as dismissal, etc.)

The above specific examples are illustrative and do not limit customer harassment.

● Dealing with customer harassment

If we determine that any conduct constitutes customer harassment, we will interrupt or refuse service to the customer. Furthermore, if we determine that the conduct is more serious or a criminal act, we will take strict action, including legal measures, in cooperation with the police, lawyers, etc.

● Initiatives within our group

To protect employees from customer harassment, we will establish a consultation and reporting system for when customer harassment occurs, define response policies and provide employee training, and take necessary measures for the physical and mental care of employees who have experienced customer harassment, as well as other employment management measures.
If a customer harassment incident stems from a problem with the product or service, a lack of communication, or other issues in customer service, we will investigate the cause and strive to prevent recurrence.
We will cooperate with other businesses in verifying the facts and taking other necessary measures regarding customer harassment. Furthermore, we will not subject the business in question or any employee who cooperates in such measures to any disadvantageous treatment.
We will educate our employees to prevent them from engaging in customer harassment against employees of other employers.

Established February 19, 2020
Revised September 18, 2020