Basic policy on customer harassment

Enactment date: October 1, 2026

Digirise Co., Ltd. (hereinafter referred to as "the Company") takes the opinions and requests of our customers and business partners seriously and strives to provide better services. At the same time, we believe that protecting the dignity and working environment of our employees will lead to the provision of stable and high-quality services, and therefore we have established the following basic policy.

1. Basic posture

Our company takes a firm stance against customer harassment and protects our employees.

2. Definition of Customer Harassment

This refers to the words and actions of customers, business partners, etc., that exceed what is socially acceptable in light of the nature of the work performed by employees and other circumstances, and that harm the working environment of employees. This includes not only face-to-face interactions but also interactions via telephone, email, social media, etc.

Please note that opinions and suggestions within the bounds of generally accepted social norms are legitimate requests and do not constitute customer harassment. The same applies to requests for reasonable accommodations from persons with disabilities.

3. Examples of actions covered (but not limited to these):

• The content of the request is unreasonable.
  • Requests unrelated to the service, sexual requests, and requests that infringe on employee privacy.
  • Requests for services that significantly exceed the terms of the contract, and requests for significant reductions in the contract amount.
  • Unjustified claims for damages unrelated to the service.
• Inappropriate means or methods
  • Physical attacks (assault, injury, throwing objects, etc.)
  • Psychological attacks (threats, slander, libel, insults, abusive language, forcing someone to grovel, threats of posting on social media, unauthorized filming, etc.)
  • Intimidating behavior such as shouting loudly
  • Persistent and persistent behavior such as repeatedly asking the same questions or sending similar emails.
  • Prolonged stay or detention by telephone (including refusal to leave and unlawful confinement)

4. Responding to Customer Harassment

• If we determine that an action constitutes customer harassment, we reserve the right to refuse to assist you and may decline future business dealings with you.
• If the same request persists after a sufficient explanation, we will ask you to leave the call or terminate the call after a certain period of time.
• To ensure accuracy in our response, we may record or videotape phone calls and in-person interactions.
• For particularly egregious acts, we will issue warning letters, refuse to provide services within the bounds of the law, ban them from entering the facility, and file for provisional injunctions.
• In cases of acts that may constitute a crime, such as assault, injury, or intimidation, we will report them to the police and, if necessary, take legal action in cooperation with lawyers or other legal professionals.

5. Our Initiatives

• Disseminate this policy to employees and develop a response manual.
• Establishing a consultation service for employees and providing care for employees who have been harmed.
• Improved customer service skills through training on service and complaint handling.
• Continuous improvement of service and customer care through recording and analysis of incidents.

6. Actions taken by our employees against other companies

Our company does not tolerate our employees engaging in customer harassment against employees of our business partners or other independent contractors. We will respond sincerely to requests from other companies for fact-finding and cooperation in preventing recurrence.

7. Handling of Personal Information

Personal information obtained through recordings, videos, etc., will be handled appropriately in accordance with our privacy policy for the purpose of improving the quality of our service and verifying the facts in customer harassment cases.

Masahiro Chaen, Representative Director, Digirise Co., Ltd.
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