Tanseisha Group Customer Harassment Response Policy

1. Introduction

As a prerequisite for fulfilling the responsibilities stated in the "Tanseisha Group Sustainability Policy," the Tanseisha Group will conduct its business in a manner that respects the human rights of its officers and employees (hereinafter referred to as "employees, etc.") and all stakeholders involved in its business (hereinafter referred to as "all stakeholders").
In order to continue to earn your trust and strive to create spaces that move people's hearts, we have established a basic policy for what to do in the event that any of your words or actions exceed socially acceptable standards.
We will continue to strive to build healthy and positive relationships with everyone by taking a firm stance against abusive language, threats, violence, and other actions that deny the dignity of our employees, or any other words or actions that are clearly unjust in light of social norms.

2. Definition of Customer Harassment

At Tanseisha Group, based on the "Customer Harassment Countermeasures Corporate Manual" issued by the Ministry of Health, Labour and Welfare, we define "customer harassment" as any complaint or behavior directed at employees, etc., where "the means and manner of achieving the demands in the complaint or behavior are socially unacceptable in light of the validity of the demands, and the means and manner of achieving those demands harm the working environment of employees, etc."
The Tanseisha Group takes your valuable opinions and requests seriously and strives to provide services that meet your satisfaction. On the other hand, if any words or actions that are deemed to constitute customer harassment are observed, we will take firm action.

[Applicable words and actions]
*The following examples are illustrative and not exhaustive.

• - Physical attacks (assault, injury) and psychological attacks (threats, intimidation, slander, libel, insult, abusive language, words that deny a person's dignity, intimidating words and actions) against employees, etc.
• Sexual harassment, stalking, and discriminatory behavior towards employees, etc.
• - Prolonged phone calls, continuous and persistent inquiries, refusal to leave our group's facilities and work spaces, and staying for extended periods.
• - Attacks or demands against individual employees or other persons
• - Defamation of employees on social media or the internet, and acts that infringe on the privacy of employees.
• - Taking unauthorized photos or videos of employees, or facilities/work spaces related to our group, or recording conversations.
• - Actions that damage the reputation of our group or our employees, etc.
• Unauthorized entry into our group's facilities and business spaces, and visits to our offices without permission or an appointment.
• - Requests for in-person meetings without reasonable justification
• - Demands for apologies without reasonable cause (such as prostrating oneself) or demands for punishment of employees, etc.
• - Requests for services that are unreasonable according to generally accepted social standards.
• - Requests for refunds/returns or compensation that exceed the scope of the terms and conditions

3. Responding to Customer Harassment

If the Tanseisha Group determines that any words or actions constitute customer harassment, we will take firm action as an organization, and if necessary, we may suspend or refuse further service.
Furthermore, if the Tanseisha Group determines that any words or actions are malicious, it will take strict action, including legal measures, in cooperation with the police and lawyers.

4. Main Initiatives Regarding Measures Against Customer Harassment

The Tanseisha Group will implement the following measures to ensure that we can respond quickly and appropriately in the event of customer harassment.

• - Establishment of a consultation system for employees and other relevant parties, and a system for cooperation with external organizations (lawyers, police, etc.)
• - Conduct training for employees on customer harassment, including knowledge and methods for dealing with it.
• - Initiatives to provide mental and physical care for employees and others involved in customer harassment incidents, and to prevent recurrence.

Established October 1, 2026
President and Chief Executive Officer Osamu Kobayashi