Basic Policy on Harassment from Customers

Introduction

Our corporate purpose is to contribute to the creation of “a truthful and sustainable life for all through our products, services, stores and business activities; believing human society rich in heart, with balanced relationship between human, nature and artifacts.”
Based on the Ryohin Keikaku Human Rights Policy, we strive to fulfill our responsibility to respect the human rights of all people involved in our business activities.
To ensure that the human rights of employees and customers are mutually respected, and to be able to continue to provide a pleasant experience, we have formulated a Basic Policy on Harassment from Customers to address situations in which employees receive unreasonable demands or are subjected to socially unacceptable language or behavior by customers.

Basic Policy

We strive to provide products and services from the perspective of customers based on the Ryohin Keikaku Group Compliance Code of Conduct.
On the other hand, we take resolute action and systematically respond to harassment from customers as it is an act that is harmful to employees’ human rights and the working environment.

The Ryohin Keikaku Group’s Definition of Harassment from Customers

Based on the Corporate Manual on Customer Harassment Prevention guidance issued by the Ministry of Health, Labour and Welfare, we define harassment from customers as “any complaint or action from a customer that is socially unacceptable in terms of the means or manner in which the demand is made, in light of the validity of the complaint or action, and when such means or manner is detrimental to the working environment of person(s) engaged in the Ryohin Keikaku Group’s business activities.”

Examples of Applicable Behavior
The following are examples only, and the applicable behavior is not limited to these examples.

• Demands when no defect or fault has been recognized in the products and services provided by the Ryohin Keikaku Group
• Demands unrelated to the Ryohin Keikaku Group’s products and services
• Speech, behavior or writing that is abusive, insulting, discriminatory, slanderous or intimidating
• Assault, shouting, damaging merchandise or fixtures, and other rude or rough speech or behavior
• Demand for “dogeza” (to apologize while kneeling and bowing one’s head to the floor), prolonged restraint of an employee that prevents the employee from doing his/her job
• Slander, defamation, or insults, etc., that damage an employee’s reputation or privacy
• Continuous or persistent acts such as making an excessive number of inquiries in-person or by telephone, email, etc.
• Prolonged telephone calls or refusal to leave the store
• Summoning an employee to a place other than their place of work, or visiting the office without an appointment
• Touching an employee, following an employee around, making obscene remarks or gestures, lying in wait for the employee, etc.
• Posting slanderous comments or personal information about an employee, or audio, video or text about the employee on social media or the Internet without his/her consent
• Demanding unreasonable product returns/exchanges, services, financial guarantees, or apologies

Response to Harassment from Customers

Internal Measures

• We provide training to employees about harassment from customers and how to handle it.
• We have created a support system to enable a swift and appropriate response.
• In addition, we have established a consultation system in consideration of the physical and mental health of employees.
• To respond more appropriately, we also cooperate with the police, attorneys and other outside experts.

External Measures

• We take resolute action and issue cautions and warnings against harassment from customers.
• Depending on the circumstances, we will take whatever actions we deem appropriate, which may include reporting the harassment to the police.
• If malicious harassment from a customer persists, we may regrettably have to suspend or refuse service to that customer.

Request to Customers

The Ryohin Keikaku Group will continue its efforts to incorporate customer feedback into its products and services.
To realize “a truthful and sustainable life for all,” we ask for your cooperation as we strive to continue to be of service to our customers.