Customer Harassment Response Policy

■Introduction

Lion Corporation and its domestic affiliated companies (hereinafter, the domestic Lion Group) provide safe, high-quality products and services and conduct business activities that improve satisfaction from the customer perspective based on the purpose, “Make a difference in everyday lives by redesigning habits (ReDesign).”
The inquiries, feedback and requests we receive from customers, business partners and others (hereinafter, customers, etc.) are important, representing valuable opportunities to obtain useful information to improve our products and services as well as their quality.
However, sometimes a customer’s words or actions may, in light of the nature of the work and other circumstances, deviate from what is considered appropriate by generally accepted societal standards and/or might infringe upon the dignity or physical and mental well-being of individuals employed by the domestic Lion Group or engaged in business on its behalf (hereinafter, employed persons).
The domestic Lion Group strives to ensure the physical and mental safety of its employed persons and aims to provide a work environment in which they can work with peace of mind as well as build further trust with customers. Accordingly, the domestic Lion Group has established the following Customer Harassment Response Policy.

■Domestic Lion Group’s Definition of Customer Harassment

The term “customer harassment” refers to the use of language or performance of actions by customers or others in the work environment that, in light of the nature of the work performed by employed persons and other circumstances, are deemed inappropriate by generally accepted societal standards and thus harmful to the work environment of employed persons. All three elements must be present for conduct to constitute customer harassment.

Examples of Customer Harassment
Time-restricting behavior (demanding excessively long support, etc.)
Excessive repetitive behavior
Excessive negative statements or conduct
Excessive requests for action without just reason or causal link
Threats, intimidation or violence
Asserting or implying slanderous or libelous content in social media, the internet or mass media, or content that damages the credibility of employees
Harassment, etc.

* The above definition of customer harassment is based on the Customer Harassment Prevention Corporate Manual published by the Ministry of Health, Labour and Welfare.

■Basic Approach to Customer Harassment

The domestic Lion Group will engage in rational, reasonable discussions with customers but reserves the right to suspend or refuse to continue any support in the course of resolving an issue in cases where the customer’s requests or behavior are determined to constitute customer harassment. If the demands or behavior are determined to be malicious, we will take firm action against customer harassment, including making reports to the police and taking legal action.

■Establishment of Customer Harassment Response System

• Our first priority will be caring for the employed persons in cases of customer harassment. We will protect the privacy of those who seek consultations, the affected employed persons and those who cooperate in confirming the facts of an issue.
• We will not treat employed persons in a negative manner as a result of consulting about or reporting customer harassment. If the domestic Lion Group determines that a case of customer harassment is particularly unjust or malicious, we will work with the police, lawyers or other parties to resolve the issue.
• We will provide the education and training necessary to improve employed persons’ knowledge and understanding of customer harassment.

The domestic Lion Group will continue to provide products and services that earn the satisfaction of its customers, etc. We appreciate your ongoing understanding and cooperation.

Established July 1, 2024
Amended October 2, 2026
Lion Corporation

Masayuki Takemori

Representative Director,
President and Executive Officer