Basic Policy on Customer Harassment
1.

Introduction
The PARK24 GROUP's states "We create new forms of comfort and convenience by responding to the needsof today and anticipating the needs of tomorrow." as our group philosophy and we are working daily to improve
our services to realize this philosophy. We also consider it essential to respect the basic human rights of all
those involved in our business, as well as to ensure the physical and mental health and safety of each and every
employee and to create a safe working environment.
Based on this approach, the PARK24 GROUP has established the PARK24 GROUP Human-rights Policyin accordance with the United Nations guidance principles on business and human-rights and otherinternational standards, and is promoting initiatives to respect the human rights of all stakeholders. In thiscontext, the GROUP has formulated a basic policy against customer harassment based on the Human-rights
Policy, in order to respect the human rights of customers and employees and to live up to the trust andexpectations of customers.

2.

Conducts considered to be Customer Harassment
Customer harassment is defined as any request or behaviour from customers (not only direct users of ourservices, but also those who are broadly involved in our business activities) that lacks validity in the contentof the request or, even if the content of the request is valid, the means and manner of achieving the request aresocially unjustifiable and may harm the working environment of the employee.
The following descriptions are examples based on the Company Manual on Customer Harassment
Countermeasures published by Japan’s Ministry of Health, Labour and Welfare, and are not intended to belimited to these. These conducts may be committed by any means, including in person, over the phone, byemail and on social networking services.
Physical and psychological aggression
Physical violence or injury

Slander, defamation, insult, verbal abuse, denial of character or defamation

Intimidating language or behaviour

Threats and intimidation by means of threats, abuse, verbal abuse, destruction of property, etc.

Threats implying exposure on social networking services or in the media

Continuous (repeated) and persistent (insistent) behaviour

Repeated demands for similar content

Tone policing, faultfinding and relentlessly accusing language and behaviour

Restrictive behaviour
Prolonged unreasonable detention, detention outside work hours

Calls and demands for response at unreasonable times and places

Excessive demands without justifiable reasons

Demands for apologies without rationality

Abusive language taking advantage of a superior position, demand for special treatment

Demands for internal penalties such as dismissal or transfer concerning PARK24 GROUP employees

Unreasonable demands for money, refunds, price reductions, services that are not provided or that thesystem cannot accommodate

Any other conduct that constitutes discrimination or harassment

3.



Acts of invasion of privacyVarious types of harassment, including sexual harassment

Trespassing into business premises, business space, etc.

Any other acts that the GROUP deems to constitute customer harassment

Measures to deal with customer harassment
Firstly, the PARK24 GROUP will endeavour to deal with customers in a courteous manner and build good
relationships with them to prevent customer harassment from occurring. The GROUP will then take thefollowing actions.
Internal measuresWe will provide our employees with training on knowledge of customer harassment and how to deal withsuch occasion

We will take appropriate action in the event of customer harassment and utilise employee care consultation
services as necessaryWe will cooperate with external experts such as the police and lawyers for a more appropriate responses

External responses

As stated above, we will strive to prevent the occurrence of customer harassment, and if a case shouldarise that falls under this category, we will take a firm stand. We will also endeavour to hold rational
discussions to reach a reasonable solution and seek the understanding of our customers

If we consider a case to be malicious customer harassment, we may stop responding or conducting
business with the customer without notice4.

Requests to customers
Most of our customers have used our services without any incidents falling under 2. above, but we ask foryour continued understanding and cooperation as we will strive to build better relationships with our customers
and provide high quality services by complying with the preceding paragraph. We ask for your continued
understanding and cooperation.
End