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Customer Harassment Basic Policy on Customer Harassment

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Introduction

Kyoritsu Maintenance Co., Ltd. and its group companies (hereinafter referred to as "our group") (hereinafter referred to as "our group") strives every day to provide safe, secure, high-quality services that satisfy all our customers, guided by our management philosophy of " The spirit of the company is to put customers first "
However, some customers have expressed opinions and requests that violate the dignity of our employees, such as verbal and physical abuse that demeans the character of our Group employees. These actions are serious problems that lead to a deterioration of the work environment, disruption to normal business operations, and a decline in our services.
To protect our employees and provide better service in response to these demands and behaviors, our group has formulated the following "Basic Policy on Customer Harassment."

Definition of Customer Harassment

Based on the "Corporate Manual for Countermeasures against Customer Harassment" by the Ministry of Health, Labor and Welfare, our group defines customer harassment as "demands or behavior from customers that lack reasonable content, or that, even if the content is reasonable, the means or manner of fulfilling the demands is socially inappropriate and harms the working environment of employees.

【Examples of relevant acts】*The following are examples and are not limited to these.

［Requests that lack validity or reasonableness］

  • ・When no defect or negligence is found in the products or services provided by our Group.
  • ・When the request is unrelated to the products or services provided by our Group.
  • ・When a customer requests a reduction in fees or other charges for an extremely unreasonable reason or amount due to equipment failure, etc.

［Regardless of the content of the request, the means and manner are inappropriate according to social standards］*The following are examples and are not limited to these.

  • ・Physical attacks (assault, injury), mental attacks (threats, slander, libel, insults, verbal abuse)
  • ・Intimidating behavior, discriminatory behavior, sexual behavior
  • ・Demands for money or similar, unreasonable demands for apologies, demands to kneel down
  • ・Continuous (repeated requests whether by meeting, by phone, or by email), persistent (persistent requests for meetings or phone calls) behavior
  • ・Prolonged requests for responses, restrictive behavior (unilaterally repeating one's own assertions for long periods of time, whether by meeting or by phone, staying in a room, confinement, etc.)
  • ・Calls outside of business hours, such as on holidays or late at night, except in unavoidable emergencies
  • ・Continuous excessive demands beyond the contract permitted
  • ・Demands or attacks against individual employees
  • ・Defamation on social media or the internet

Attitude towards customer harassment

If our group determines that a customer's requests or behavior constitutes customer harassment, we may terminate our response and refuse to provide our services to them in the future.
Furthermore, if we determine that the behavior is malicious, we will take strict action, including reporting the matter to the police and consulting with a lawyer.

Our Group's Initiatives

Our Group will respond to customer harassment in an organized manner as follows:

  • ・Establishing an internal system for consultation and reporting when customer harassment occurs
  • ・Establishing and publicizing methods and procedures for responding to customer harassment
  • ・Employee education and training
  • ・Engaging with external experts (lawyers, etc.)

Date of Establishment: October 1, 2025

Kyoritsu Maintenance Group
Kyoritsu Maintenance Co., Ltd.
President : Koji Nakamura