Introduction

Guided by the corporate philosophy of “Being water- and people-friendly,” the Tsurumi Group strives to contribute to society through our business activities while conducting business in a way that values everyone we interact with.

We regard inquiries, opinions, and requests from customers, business partners, and other stakeholders as valuable feedback that contributes to improving our products and services and enhancing their quality, and we respond to them in good faith.

At the same time, we believe that, as an organization, we must respond appropriately to any conduct, whether in the form of demands or other words and actions, that goes beyond socially acceptable norms and undermines employees’ dignity or harms their physical or mental health or working environment. Doing so is essential to protecting our employees and ensuring a safe and comfortable workplace.

We believe that providing an environment in which employees can perform their duties with peace of mind helps us build positive relationships with customers and business partners and, ultimately, leads to the stable provision of products and services that support society. For those reasons, we have established the Tsurumi Group Basic Policy on Customer Harassment.

Definition of Customer Harassment

The Tsurumi Group defines customer harassment as conduct (words or actions) that:

• (1)is committed by customers, business partners, or other stakeholders of the Tsurumi Group;
• (2)exceeds socially acceptable norms; and
• (3)adversely affects the working environment of Tsurumi Group employees

Examples of Customer Harassment

• •Physical or psychological abuse, including assault, bodily injury, threats, slander, defamation, insults, or abusive language
• •Intimidating behavior or demands that an employee kneel and apologize
• •Persistent or repeated behavior, such as repeatedly demanding the same explanation
• •Restrictive behavior, including refusing to leave, remaining on the premises, confinement, or prolonged telephone calls
• •Discriminatory or sexually inappropriate behavior
• •Personal attacks against or demands directed at individual employees

The above definition and examples are based on the Corporate Manual on Customer Harassment Countermeasures issued by Japan’s Ministry of Health, Labour and Welfare. The examples are illustrative and are not intended to be exhaustive.

Our Approach to Customer Harassment

Internal Measures

• •We provide employees with training on customer harassment and how to respond to it.
• •We establish a system for employees to seek advice and assistance regarding customer harassment.
• •We educate Tsurumi Group employees to ensure they do not engage in customer harassment.

External Measures

• •If conduct is determined to constitute customer harassment, we will take firm action to protect our employees and may, where necessary, decline to provide products or services to, or discontinue further communication or other dealings with, the customer in question.
• • If conduct is deemed malicious or potentially criminal, we will take strict action, including legal action where appropriate, in cooperation with external specialists such as the police and legal counsel.

We will continue striving to build and maintain strong relationships of trust with our customers and business partners. However, should a customer or business partner engage in conduct that constitutes customer harassment, we will take strict action in accordance with this Policy.