Policy on Customer Harassment

The Matsuya Group (hereinafter "our Group") has upheld "Customer First" as its core management philosophy since our founding, consistently providing customers with high-quality products and services throughout every era.

We consider the opinions and requests we receive from our customers to be valuable information for the improvement of our products and services, and we strive to respond with sincerity and integrity.

However, we believe that appropriately addressing customer harassment behaviors—such as excessive demands or inconsiderate words and actions from some customers—is essential for respecting the human rights of our employees (*1), creating a positive work environment, and ultimately, enabling us to provide even better products and services to all our customers.

Should an incident suspected of being customer harassment occur, we will respond in accordance with our Group's internal regulations (*2) to protect the human rights of our employees.

(*1) "Employees" includes not only those directly hired by our Group but also employees of our business partners who are engaged in work for our Group.

(*2) These regulations are based on the "Manual for Companies on Countermeasures Against Customer Harassment" issued by the Ministry of Health, Labour and Welfare, and the "Ordinance for the Prevention of Customer Harassment" established by the Tokyo Metropolitan Government.