2nd RETAILING Group
Policy on
Customer Harassment

Purpose of Formulating the Policy
on Customer Harassment

Based on our corporate philosophy of "Fill Everyday Life With Joy and Possibility," the 2nd RETAILING Group (hereinafter "the Group") has continued to provide services in line with the changing needs of the times to provide our customers with daily entertainment and happiness.

In order to continue providing better services in the future, we believe it is important that everyone working at the Group (hereinafter "our employees") maintain sound mental and physical health. However, in rare cases, we have received reports of customers attacking the dignity or character of our employees with acts of customer harassment involving coercion or unreasonable requests, and these acts can have a negative impact on the mental and physical health of our employees.

The Group has created the "2nd RETAILING Group Policy on Customer Harassment" to ensure that our employees can continue to fill everyday life with joy and possibility without being concerned about language or behavior that constitutes customer harassment.

Definition of Customer Harassment

We define customer harassment as follows, based on the "Corporate Manual for Handling Customer Harassment" created by the Ministry of Health, Labour and Welfare.

<Customer complaints, language, or behavior deemed unreasonable for achieving a request, according to social norms, and that which may harm the working environment of an employee due to the manner or method in which the request was made.>

Specific examples of customer harassment are given below, but this list is not exhaustive.

1. Excessive or unreasonable requests

  • Excessive requests for money or goods, and unreasonable requests for returns or refunds
  • Excessive requests for service that exceed what is considered reasonable according to social norms
  • Requests for the dismissal, etc. of employees
  • Requests involving physical pain, such as prostration
  • Requests amounting to criminal acts
  • Requests for unreasonable written apologies or written pledges

2. Violence or abusive language

  • Physical attacks such as assault or injury
  • Psychological attacks such as threats, slander, libel, or insults
  • Attacks or requests to individual employees
  • Intimidating or coercive language or behavior, such as raising one's voice, shouting, throwing objects, or making loud noises

3. Unreasonable restrictive behavior

  • Unreasonable acts of taking up time for extended periods, regardless of the place or method (whether in person or on the phone, etc.)
  • Summons to unreasonable places or at unreasonable times
  • Restrictive behavior such as refusing to leave or overstaying

4. Acts of exposure
(such as posting on social media)

  • Unauthorized recording of audio or video in a store or facility and posting to social media, etc.
  • Posting lies or false information created intentionally and consciously on social media, etc.
  • Slander or libel on the Internet (such as disclosing the names or photos of employees)
  • Behavior damaging trust in the company or its employees

5. Harassment and other language or behavior

  • Discriminatory language or behavior
  • Continuous and persistent language or behavior
  • Language or behavior deemed to constitute sexual harassment
  • Language or behavior deemed to constitute other harassment
  • Other language or behavior deemed criminal

Customer Harassment Response Policy

The Group listens to the opinions and requests of its customers and strives to respond with sincerity. We also strive for dialog from an equal standpoint in order to achieve the reasonable resolution of any problems that may occur.

However, the Group may refuse to deal with customers if their behavior is construed as customer harassment. If the Group deems customer behavior to be malicious, we may refuse to provide services to that customer, in full or in part. If necessary, we may also contact lawyers or the police, and take appropriate measures such as legal action or criminal procedures.

Note that we may record the content of telephone calls or conversations in order to accurately identify harassment and how it is dealt with. Such recorded content will only be used for handling the harassment in question.

Key Internal Initiatives against Customer Harassment

  • We clarify our corporate stance on customer harassment.
  • We formulate methods and procedures for dealing with customer harassment.
  • We establish contact points for receiving queries and reports regarding customer harassment.
  • We provide our employees with education and training and promote the prevention and reduction of harassment.
  • We establish an after-care system including mental health care, in consideration of our employees who have been subjected to customer harassment.

Established on January 20, 2025
Revised on October 1, 2026