Basic Policy on Customer Harassment

Customer harassment means words or conduct by customers, counterparties, or other third parties related to our business that, in light of the reasonableness of the request, involve means or manners that are socially inappropriate for achieving that request, and that harm employees’ working environment. Examples include the following:

• Violence, intimidation, or threats
• Demanding kneeling apologies or excessive apologies
• Prolonged or persistent complaints, occupying premises, or restraining staff
• Defamation, insults, discriminatory remarks, or sexual remarks
• Defamation or harassment on social media or the internet
• Demands for money or goods without legitimate reason, or excessive demands beyond the contract

When conduct that constitutes, or may constitute, customer harassment occurs, the Company may take the following actions to protect employees:

• Temporarily suspending the interaction, changing the staff member in charge, or responding with multiple staff
• Issuing a written warning or reviewing transaction terms after confirming the facts
• Suspending transactions or further responses as the situation requires
• In serious cases, consulting or reporting to the police, attorneys, or other specialists

We take customer opinions and requests seriously. At the same time, to protect the safety and dignity of our employees, we may decline to continue an interaction if we confirm conduct that goes beyond what is socially appropriate. Thank you for your understanding.