Basic Policy on Customer Harassment

Introduction

D-Communications Co., Inc. (hereinafter referred to as "the Company") In order to "provide a safe and comfortable life" and "to deliver value that exceeds the expectations of each and every customer," we listen to the valuable opinions and requests we receive from our customers and engage in our daily operations.

In order to ensure a work environment where employees can feel safe both physically and mentally, and to build good relationships with customers, we have formulated the Basic Policy on Customer Harassment.

With the cooperation of our customers, we aim to be a company that continues to be trusted and chosen. We look forward to your continued understanding and cooperation.

What is Customer Harassment?

Among the complaints or behaviors from customers or business partners, the means or mode to realize the request is socially inappropriate in light of the validity of the content of the request for the complaint or behavior, and the working environment of the worker is harmed by the means or manner.

<Quoted from the Ministry of Health, Labour and Welfare's "Corporate Manual for Measures against Customer Harassment">

Response to Customer Harassment

1. In-house response
   1. Thorough employee training

      We will repeatedly educate our employees on the knowledge necessary to respond appropriately to customers.

   2. Establishment of a polite support system

      We will build an internal support system so that we can make prompt and appropriate decisions and respond to customer harassment in the event of it.

2. Responding to customers
   1. Interruption or refusal of customer service

      If we determine that it is customer harassment, we may interrupt or refuse to respond after explaining it to the customer.

   2. Responding to customers

      Interruption or refusal of customer service

Specific examples of customer harassment

Specific examples of customer harassment include, but are not limited to:

1. Intimidation
   • Threatening behavior
   • Threats that hint at posting or disclosure on social media, etc.
2. Verbal abuse and insults
   • Violent remarks, depersonalization, insults, and bad remarks
3. Raising your voice
   • Acts of blaming louder than necessary, such as yelling
4. It is not appropriate or impossible to ask for it
   • Excessive or unreasonable claims for refunds, damages, alimony, etc.
   • Requests to disclose unjustified and confidential information
   • Excessive and persistent demands on personnel measures and employee training
   • Unreasonable demand for an apology
   • Unjustified responder replacement requests
   • Request for Disclosure of Employees' Personal Information
   • Requests for special treatment on the grounds of special relationships with shareholders, officers, employees, etc.
5. Prolonged detention and repetitive behavior
   • Prolonged detention with content unrelated to the goods or services provided
   • Relentless repetition of the same request
6. Relentless behavior, etc.
   • The act of relentlessly pointing out the wording and butt of the person in charge
7. Refusal to provide information required for the procedure
   • Refusing to provide necessary information and forcing people to go through procedures
8. Sexual harassment
   • Obscene acts or behaviors