Guidelines for dealing with customer harassment

The Solare Group's corporate philosophy is "Together with the city, we make our customers' lives more enjoyable and fulfilling," and we aim to provide places where our customers can spend their time happily and fulfillingly.
On the other hand, we will take a firm stance across the entire group against customer harassment, which we consider to be a serious violation of the human rights and working environment of our employees.

In order to provide services that satisfy our customers, it is essential to create a workplace environment where our employees are healthy both physically and mentally and can work with peace of mind. With the aim of building better relationships with our customers, we will take measures against customer harassment.

The Ministry of Health, Labor and Welfare's "Corporate Manual for Countermeasures against Customer Harassment" states that "Complaints and verbal or physical actions from customers, etc., when, in light of the appropriateness of the content of the request in question, the means or manner of realizing said request is socially inappropriate and said means or manner harms the working environment of employees," and the standard will be any other conduct that harms the human rights or working environment of our employees.

This is in accordance with the " Corporate Manual for Countermeasures against Customer Harassment " published by the Ministry of Health, Labor and Welfare.
Please note that this policy is not limited to the following actions, but also includes actions that unfairly harm the human rights and working environment of our employees.

1. Examples of cases where the content of a customer's request is inappropriate

• (1) If no defect or negligence is found in our products or services
• (2) If the content of the request is not related to the content of our products or services

2. Examples of means and methods for realizing requests that are socially inappropriate

• (1) Requests that are likely to be deemed inappropriate regardless of their validity
  • 1) Physical attacks (assault and injury)
  • ②Mental attacks (threats, slander, libel, insults, verbal abuse)
  • 3) Intimidating behavior
  • ④ Demanding dogeza
  • ⑤Continuous (repeated) persistent (persistent) behavior
  • ⑥ Restrictive behavior (refusing to leave, staying put)
  • ⑦Discriminatory behavior
  • 8. Sexual remarks and behavior
  • 9. Attacks or demands made against individual employees

• (2) Requests that may be deemed inappropriate in light of the appropriateness of the content of the request
  • ① Request for exchange of goods
  • ② Demands for monetary compensation or unreasonable apologies

3. Any other nuisances by customers

Defamatory behavior on social media or the internet

If any behavior that constitutes customer harassment is confirmed, we will respond in accordance with this code of conduct. If the behavior is deemed severe or if we are unable to negotiate with the customer, we may refuse to provide the customer with use of our facilities, accommodation, food, drink, etc., in order to resolve the issue. In addition, we will cooperate with the police, lawyers, and other public institutions as necessary.

The Solare Group aims to provide a place where customers can have a fun and fulfilling time. However, if any behavior that constitutes customer harassment is confirmed, we will respond in accordance with this Code of Conduct, and we ask for your understanding and cooperation.

February 27, 2025