Basic Policy for Dealing with Customer Harassment

The Takenaka Group is committed to quality-focused management and strives daily to earn customer satisfaction and societal trust through its commitment to creating new environments.
We will sincerely listen to opinions and requests from all stakeholders involved in our business activities (hereinafter referred to as “Customers and Other Parties”). In order to continue valuable contributions to society by providing high-quality construction and services, we believe it is essential to protect the character and dignity of our group's executives, employees, and temporary workers (hereinafter referred to as "Employees"), and to ensure a healthy and comfortable workplace environment.
Therefore, while continuing to strive to maintain healthy relationships with Customers and Other Parties, we have established basic guidelines for dealing with cases where they make demands on or behave toward Employees in ways that go beyond socially accepted standards.

1. Definition of customer harassment
   Demands from Customers or Other Parties that may harm the working environment of Employees due to "the content of the demand lacking validity" or "the means and manner of realizing the demand being socially inappropriate" even should the content of the demand be valid.
   he following are some examples of conduct that would apply, but are not limited to these.
   
   
   1. Examples of “cases where the content of a demand lacks validity”

      ①When no defects or negligence are found in the construction or services provided by our group.
      ②When the content of the demand is not related to the construction or services provided by our group.

   
   
   2. Examples of “conduct that is socially inappropriate in terms of the means or manner of achieving the demands

      ①Physical attacks (assaults, injuries)
      ②Psychological attacks (threats, slander, defamation, insults, verbal abuse)
      ③Intimidating conduct
      ④Demanding dogeza (apologize while kneeling)
      ⑤Continuous (repeated) or relentless (persistent) conduct
      ⑥Restrictive conduct (refusal to leave or not letting an Employee return to work)
      ⑦Discriminatory speech or conduct
      ⑧Sexual remarks or conduct
      ⑨Attacks or demands against individual employees
      ⑩Demands for product exchange, monetary compensation, or apologies without a valid reason



2. Position on handling customer harassment
   Our group will take firm action as an organization in the event of any customer harassment in order to protect each and every Employee. Furthermore, if the conduct is determined to be egregious, there will be a rigorous response in coordination with external parties such as attorneys.


3. Response by our group
   In order to appropriately respond to customer harassment, we will take the following measures.
   1. Clarify our basic policy and position, and then familiarize and raise awareness among Employees about these.
   2. Establish a consultation system
   3. Formulate response methods and procedures
   4. Provide education and training for Employees




Enacted on October 1, 2025