1. Purpose of Policy Formulation

 Under the corporate concept of "We support you living a delightful life. Entirely." YAMADA HOLDINGS operates businesses that support daily living across various fields, centered on home appliances. We make every effort to earn our customers' satisfaction and support by providing products and services with rich product knowledge, courteous customer service, and a heart of gratitude.

 However, we sometimes experience excessive demands or unjust accusations regarding our products and services from a small portion of customers. Unjust or malicious complaints (so-called customer harassment) cause excessive psychological stress to employees and hinder normal business operations.

 Believing that "human capital" is the most crucial element of management, and seeking to provide a system where employees can find genuine job satisfaction, we have formulated this "Policy on Measures Against Customer Harassment."

2. Applicable Conduct

 Based on the "Corporate Manual on Customer Harassment Measures" published by the Ministry of Health, Labour and Welfare, any act committed by customers against employees or related personnel^*1 of the Company or its contractor companies that falls under any of the following items^*2 is defined as customer harassment.

*1 Applicable Personnel:

• Employees of the Company

• Employees working for the Company (including dispatch/temporary workers, seconded employees, contractors, etc.)

*2 Applicable Conduct

(1) Physical attacks (assault, bodily injury)

(2) Psychological attacks (threats, slander, defamation, insults, abusive language)

(3) Intimidating behavior or language

(4) Demands for prostration (dogeza)

(5) Restrictive behavior (refusal to leave, sit-ins, confinement)

(6) Discriminatory remarks or behavior

(7) Attacks or demands directed at individual employees

(8) Sexual harassment and stalking behavior

(9) Acts infringing upon employee privacy (filming/photographing, posting on social media or the internet, etc.)

(10) Acts causing damage or destruction to the Company's buildings, fixtures, equipment, etc.

(11) Any other acts where the means or manner of demand is socially unacceptable in light of the validity of the complaint or demand, thereby compromising the employee's working environment

3. Response to Customer Harassment

(1) We will not tolerate customer harassment; we will address it as an organizational issue and respond with top priority given to employee care and consideration.

(2) If the Company deems that any applicable conduct has occurred, we may refuse transactions with the customer (including the provision of products and services) and deny entry to Company premises.

(3) If the Company deems that malicious customer harassment has occurred, we will consult with police, legal counsel, and other relevant authorities to take appropriate action.

4. Initiatives

(1) We will establish a manual regarding customer harassment and conduct internal employee training.

(2) We will establish an internal reporting, communication, and consultation system for customer harassment incidents and ensure it is widely communicated to employees.

(3) We will set up a dedicated consultation desk for employees who have been victims of customer harassment and inform all staff accordingly.