Basic Policy on Customer Harassment

Note: This is a reference translation of the original Japanese text. In the event of any discrepancy or difference in interpretation, the Japanese version shall prevail.

1. Introduction

Guided by our mission, “Color Your Work with Excitement,” we aim to create an environment where people working around the world can enjoy their work with enthusiasm. To achieve this, it is fundamental that each of our employees can work with vitality, pride, and peace of mind. Only in such an environment can we sincerely address the needs of our business partners and customers and provide services that deliver greater satisfaction. We sincerely welcome the opinions and requests we receive from our customers, and we use them to improve our services and enhance their quality.

However, some customer demands and behaviors, such as abusive language that denies an employee’s character, threats, and violence, undermine employees’ dignity. Conduct that is clearly unreasonable by societal standards not only worsens employees’ working environment but can also adversely affect our ability to provide safe and reliable services.

We believe that protecting an environment where employees can work with vitality, pride, and peace of mind ultimately leads to better relationships with our customers. For this reason, we have established this Basic Policy on Customer Harassment.

2. Definition of Customer Harassment at Colorkrew

Colorkrew defines customer harassment as “words or actions by customers, business counterparties, or others toward employees that exceed the scope generally acceptable under societal norms and harm the working environment of workers.”

Specifically, this refers to the following types of conduct. These are examples only and are not exhaustive.

• Acts of violence
• Abusive language, insults, or defamation
• Intimidation or threats
• Denial of an employee’s character or discriminatory remarks
• Demanding humiliating apologies (e.g., kneeling or prostrating)
• Prolonged detention of employees, or demands for non-urgent responses late at night, early in the morning, or on holidays
• Excessive phone calls, emails, or other communications outside business hours
• Forcing responses that exceed what is reasonable under societal norms
• Unreasonable or excessive demands lacking rationality
• Posting content on social media or elsewhere that damages the reputation of the Company or its employees, or that discloses personal information
• Sexual harassment, SOGI* harassment, or other forms of harassment against employees, and stalking

*“SOGI” is an abbreviation of sexual orientation and gender identity.

3. Support for Our Employees

• If an employee experiences customer harassment, we will give top priority to their care.
• We will provide employees with training on customer harassment and how to respond to it.
• We will establish a support framework, including a consultation desk for customer harassment and cooperation with the police, attorneys, and other parties.

4. Our Stance Toward Customers and Business Partners

• In resolving issues, we will engage in reasonable and rational dialogue. However, if we determine that conduct constitutes customer harassment, we will first request that it be corrected. If no improvement is seen, we may discontinue our response and decline to provide further services.
• Furthermore, if we determine that the conduct is malicious, we will take a firm stance in cooperation with the police and external experts such as attorneys.