Customer Harassment

1. Introduction

Our Group’s mission is “Illuminate with innovation,” and we strive to contribute to people and the global environment by developing technologies and products that solve societal issues. At the same time, we believe that respecting the human rights of our employees and creating a safe and secure working environment is essential for us to advance research and development and provide better products. For this reason, we have established this “Basic Principle on Customer Harassment.” 

2. Definition of Customer Harassment

Actions or demands from customers or all stakeholders (including business partners) where the content of the demand lacks validity, or even if valid, the means or manner are socially inappropriate, thereby harming the working environment of our employees.

3. Actions Subject to This Principle

• Threatening remarks, verbal abuse, or acts of personal denigration.
• Excessively long phone calls beyond a reasonable scope, or repeated phone calls from the same stakeholder.
• Acts of prolonged restraint or reprimand, such as excessively repeating the same requests or complaints.
• Excessive pressure exerted through multiple channels (e.g., defamation on social media).
• Demands for unreasonable or excessive services or apologies.
• Demands for money or compensation without legitimate reason.

The above definition and examples of actions are formulated based on the “Corporate Manual for Countermeasures against Customer Harassment” created by the Ministry of Health, Labour and Welfare. The examples of actions are illustrative and not exhaustive.

4. Response to Customer Harassment

Should any actions or statements be identified as customer harassment, we will prioritize fact-finding and record-keeping, and respond systematically within the company to protect our employees with a firm stance. In particularly malicious cases, we will consider taking strict measures in cooperation with external experts such as the police and lawyers.

Established: October 2025