Policy on Customer Harassment

Nitori Group upholds the mission of "Enrich the everyday lives of people all over the world." Nitori Group (hereinafter referred to as “Our Group”) is committed to earning the trust of stakeholders and advancing towards the realization of our mission by upholding and respecting human rights. This policy is established to demonstrate our company’s firm stance against customer harassment, despite the relatively low number of such incidents. Our goal is to protect the work environment where employees can continue to work with peace of mind, which is essential for us to consistently provide high-quality products and services at affordable prices, always from the customer’s perspective. This commitment is communicated both internally and externally.

Definition of Customer Harassment

Customer harassment refers to complaints or behaviors from customers where the demands and attitude of which are recognized as highly unreasonable in light of socially accepted norms, thereby potentially harming the working environment of all employees within Our Group.

Examples of Applicable Behavior

The following examples are illustrative, and customer harassment is not limited to these examples. It also includes cases where Our Group determines the content to be socially unacceptable.

• Physical violence (assault, injury)
• Psychological abuse (threats, defamation, slander, insults, abusive language)
• Intimidating behavior
• Demanding (employee) to kneel down on the ground and apologize
• Continuous (repeated) and persistent (insistent) behavior
• Restrictive behavior (refusing to leave the premises, squatting, or confining employees)
• Discriminatory behavior (making discriminatory remarks or actions based on race, nationality, gender, etc., violating human rights)
• Sexual language/behavior
• Attacks or demands on individual employees of Our Group
• Posting personal information of Our Group's employees on social media platforms or the internet (publishing documents, images, audio, videos, etc.)
• Excessive service demands
• Unreasonable and malicious demands for product exchanges, money, apologies, etc.

Our Position on Customer Harassment

Our Group sincerely responds to the opinions and requests of our customers. However, if we determine that an action is unreasonable or malicious, we will respond decisively to safeguard each employee working within our group companies. We will also collaborate with relevant departments, consult with the police and lawyers, and take strict measures.

Our Commitment to Addressing Customer Harassment

1. Clarification of basic policies and attitudes, and awareness-raising among employees
2. Organizational response to unreasonable and malicious customers
3. Establishment of consultation and reporting systems for employees
4. Formulation and review of response methods and procedures
5. Education and training of employees on internal response rules

The forecasts and projected operating results contained in this report are based on information available at the time of preparation, and thus involve inherent risks and uncertainties.
Accordingly, readers are cautioned that actual results may differ materially from those projected as a result of a variety of factors.