Customer Harassment Basic Policy

Our company will respond appropriately to customer harassment as an organization based on the "Basic Policy on Customer Harassment" below. We will also widely disseminate this basic policy both inside and outside the company.

Footbank Systems Inc. "Basic Policy on Customer Harassment"

1. Introduction
Based on our basic philosophy of "Let's enjoy contributing to a world where everyone can have dreams and be good people," we strive to provide a safe and secure workplace experience by responding sincerely to customer requests and striving to provide services that will provide even greater satisfaction. We also consider the opinions and requests we receive from customers to be extremely valuable opportunities for improving the quality of our services.
On the other hand, some customers' requests and behaviors may be abusive, intimidating, or violent, and may harm the dignity of employees. Such behavior, which is extremely unreasonable in light of socially accepted standards, not only worsens the working environment for employees, but is also a serious problem that may have a negative impact on the provision of safe and secure services.
We believe that ensuring a safe working environment for our employees will enable them to work with peace of mind, which will ultimately lead to better relationships with our customers. This is why we have established the "Basic Policy on Customer Harassment" at Footbank System Co., Ltd. 2. Our definition of customer harassment
We define customer harassment as "significant nuisance behavior by customers towards employees that harms the working environment of employees."
Specifically, this refers to the following actions. These are merely examples and are not intended to be limiting.
• Violence
• Abusive language, insults, and slander
• Threatening or intimidating
• Denying an employee's character or making discriminatory remarks
• Demands for dogeza
• Prolonged restraint
• Forcing people to take actions that go beyond what is considered reasonable by social standards
• Unreasonable and excessive demands that lack rationality
• Posting content that damages the reputation of the company or its employees, or personal information, etc. on social media etc.
• Sexual harassment of employees, SOGI* harassment, other harassment, stalking, etc.
*"SOGI" is an abbreviation of sexual orientation and gender identity.

3. Dealing with customer harassment (in-house)
• If you experience customer harassment, make caring for your employees your top priority.
• We provide training to employees on knowledge of and how to deal with customer harassment.
• We will establish a system to provide a hotline for customer harassment (managed by the Representative Director) and to cooperate with the police, lawyers, etc.

4. Dealing with customer harassment (external)
• When resolving a problem, we will engage in rational and reasonable discussions, but if we determine that the situation constitutes customer harassment, we may terminate the response and refuse to provide further services.
• Furthermore, if we determine that the behavior is malicious, we will take firm action in cooperation with the police and external experts (lawyers, etc.).

In order to implement the above basic policy against customer harassment, we have installed video and audio recording equipment at our head office.Publication date: December 11, 2025
Footbank Systems Co., Ltd.