Customer Harrasment Policy

We take our customers’ opinions and requests seriously and respond to them in good faith. We would like to express our heartfelt gratitude to our many customers for their continued warm support.

However, in the unlikely event that certain customers engage in unreasonable behavior or make demands (customer harassment) that exceed socially acceptable norms, it is our fundamental policy to respond appropriately and resolutely in order to protect the safety and physical and mental well-being of our employees and, by extension, to maintain sincere service for our other customers.

■ Our Definition of Customer Harassment Any requests or conduct from customers that lack reasonable grounds, or—even if the content is reasonable—involve means or methods that are deemed unreasonable by social standards and result in harm to our employees’ work environment or physical and mental well-being.

■ Covered Behaviors Physical or psychological attacks (assault, bodily harm, threats, slander, defamation, insults, abusive language, intimidation, shouting abuse) Persistent or relentless behavior Remarks that deny a person’s character or are otherwise insulting Forcing an employee to kneel in apology or repeatedly demanding apologies Forcing an employee to remain detained for extended periods or to provide unreasonable follow-up service Requests that exceed the scope of our business operations (e.g., requesting work in non-service areas, demanding free service late at night, etc.) Demands for product exchanges, monetary compensation, or apologies without just cause Attacks on or demands directed at individual employees Posting employees’ personal information (such as photos, audio, or video) on social media or the internet Demands for unreasonable or excessive services Restrictive behavior (refusing to leave, occupying the premises, confinement) Discriminatory or sexually suggestive remarks or behavior *The above are examples and are not limited to these cases. ■ Response to Customer Harassment If any behavior is deemed to constitute customer harassment, we may prioritize employee safety and decline to proceed with the transaction or provide service. In cases of persistent or malicious customer harassment, we may contact external agencies, such as the police or attorneys, to address the situation. We appreciate your understanding and cooperation regarding this policy. dormakaba Japan Co., Ltd.