Basic Policy on Addressing Customer Harassment

Based on its Ethical Charter, Corporate Philosophy, and Behavioral Principles, the J Trust Group places great importance on relationships of trust with customers, business partners, shareholders, investors, and all other stakeholders involved in its business activities. The Group's fundamental approach is to respect the human rights and dignity of all persons concerned and to conduct its business with integrity and fairness.
Under this approach, the Group recognizes that opinions, requests, and complaints received from stakeholders are important and contribute to improving the quality of its products and services as well as its business operations. The Group responds to them sincerely and in good faith.
At the same time, when demands or conduct exceed socially acceptable bounds, the Group responds firmly and appropriately as an organization in order to protect the dignity of its officers and employees and maintain a safe and healthy working environment.
If customer harassment occurs, the Group gives top priority to protecting the dignity, safety, and working environment of its officers and employees. The Group responds at an organizational level rather than requiring an individual officer or employee to handle the matter alone and, where necessary, takes appropriate measures in cooperation with attorneys, the police, and other relevant authorities.
The J Trust Group does not tolerate conduct by its officers or employees toward stakeholders that constitutes customer harassment. If such conduct is suspected, the Group endeavors to respond to requests for cooperation from the stakeholder concerned.

1.　Definition of Customer Harassment

• （1）Customer Harassment

  Customer harassment means (i) demands made or conduct engaged in by customers and other stakeholders, where (ii) the content or manner of the demand or conduct exceeds socially acceptable bounds and (iii) infringes the dignity of an officer or employee or harms the working environment.

• （2）Customers and Other Stakeholders

  "Customers and other stakeholders" means customers, business partners, shareholders, investors, and all other stakeholders connected with the business activities of the J Trust Group, including prospective stakeholders who may use products or services or enter into transactions in the future.

2.　Types of Customer Harassment

The following are representative examples and are not exhaustive.

• （1）Physical or psychological attacks

  Assault, bodily injury, abusive language, threats, discriminatory or sexual conduct, and similar acts

• （2）Excessive or unreasonable demands

  Demands for an apology without reasonable grounds, demands for monetary compensation, demands that an officer or employee be disciplined, and similar demands

• （3）Continuous or persistent conduct

  Demanding a response over an extended period, persistently contacting the Group by telephone, email, social media, or other means, and similar conduct

• （4）Conduct that harms the working environment

  Detaining an officer or employee for an extended period, posting defamatory or abusive content on social media or elsewhere on the internet, and similar conduct