NX Group Basic Policy on Customer Harassment

1．NX Group’s Approach to Customer Harassment

The NX Group always strives to provide higher levels of satisfaction by sincerely addressing customer requests and meeting their trust and expectations.
However, some customer demands or behavior may include unreasonable or excessive requests, abusive language that undermines an employee’s character, violence, sexual harassment, or other actions that violate employee dignity. The NX Group recognizes these behaviors as intolerable issues that deteriorate the workplace environment.
To respect employee human rights, the NX Group will respond to such demands and behavior with sincerity while maintaining a firm stance.
Should an employee ever receive such unreasonable demands or behavior from a customer, the NX Group encourages the employee to consult with or report the matter to a supervisor or other appropriate authority to protect the employee. When such a consultation occurs, the NX Group will respond systematically and handle the matter strictly.
This Policy shall apply to employees of NX Group companies in Japan. For NX Group companies outside Japan, appropriate measures based on this Policy shall be considered and implemented in accordance with the applicable laws and regulations, administrative requirements, and local practices of each country or region.

2．NX Group’s Definition of Customer Harassment

Based on the Ministry of Health, Labour and Welfare’s “Corporate Manual for Countermeasures Against Customer Harassment,” we define customer harassment as: “complaints or behavior from customers where, considering the appropriateness of the content of the demand, the means or manner used to achieve that demand is socially unacceptable, and where such means or manner harms the working environment of employees.”

3．Covered Acts

The following types of customer behavior directed at employees or others constitute customer harassment. (The following list is illustrative and not exhaustive.)

• Complaints and requests where no defect or fault is recognized in the services provided by the NX Group
• Complaints and requests unrelated to the services provided by the NX Group
• Verbal abuse, threatening behavior using loud voices, insults, discriminatory remarks, slander, etc.
• Threatening or persistent behavior (including emails)
• Unreasonable or excessive demands
• Assault, property damage, or other violent or aggressive behavior
• Acts that interfere with business operations (e.g., prolonged detention or remaining in place, repeated complaints)
• Non-urgent requests made on holidays or outside working hours
• Demands for apologies without just cause, unreasonable monetary compensation, or entertainment such as meals
• Attacks or demands against an individual employee
• Voyeurism, stalking, obscene acts, vulgar language, sexual harassment

4．Key Initiatives Against Customer Harassment

• Clarifying the corporate stance under this Policy and communicating it to and enlightening employees working within the NX Group
• Establishing and communicating consultation and reporting systems for employees working within the NX Group
• Formulating response policies for swift and appropriate handling, deterrence and prevention of recurrence after incidents occur