Customer Harassment Policy

The companies of the PPIH Group (hereinafter referred to as the "PPIH Group Companies"^{1 2}) are committed to improving products and services by sincerely listening to the voices of our customers every day, based on our corporate principle, "The Customer Matters Most."
At the same time, we recognize that protecting employees working at the PPIH Group Companies from customer harassment, which has become a growing social issue, and ensuring a safe and secure working environment are important corporate responsibilities.
Accordingly, based on the guidelines issued by the Ministry of Health, Labour and Welfare of Japan, the PPIH Group Companies have established the following Customer Harassment Policy.

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Definition of Customer Harassment
Customer harassment refers to requests, remarks, or conduct by customers whose content lacks reasonable grounds, or whose means or manner of implementation are socially unacceptable and adversely affect the working environment of employees.
This policy is not intended to deny or discourage legitimate opinions, requests, comments, or inquiries from customers.
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Examples of Customer Harassment
The following are examples of conduct that may constitute customer harassment. Please note that these examples are illustrative and are not intended to be exhaustive.
- ・Violent, intimidating, or threatening behavior
- ・Abusive language, shouting, personal insults, discriminatory remarks, or conduct that denies an individual's dignity
- ・Demands for kneeling in apology or excessive apologies
- ・Requests for refunds, compensation, or special treatment without legitimate grounds
- ・Repeated, persistent, or excessive demands concerning the same matter
- ・Prolonged detention of employees or unreasonable restrictions on their time
- ・Attempts to obtain employees' personal information; unauthorized photographing or recording; or posting employee-related content on social media or other platforms
- ・Requests unrelated to our business or acts intended to harass employees
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Our Response to Customer Harassment
When conduct is determined to constitute customer harassment, the PPIH Group Companies may take the following actions:
- ・Respond as an organization rather than leaving the matter to an individual employee
- ・Suspend customer service interactions or decline future transactions and store visits
- ・Work with external organizations, including the police and legal professionals, and take appropriate action in cases deemed malicious
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Internal Initiatives to Protect Employees
To ensure that employees can work with peace of mind, the PPIH Group Companies are implementing the following initiatives:
- ・Providing education and training to deepen understanding of customer harassment and appropriate response methods
- ・Establishing consultation channels and organizational support systems as necessary
- ・Providing care, support, and follow-up for employees affected by customer harassment
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Request to Our Customers
The PPIH Group Companies will continue to value customer feedback and strive to provide better products and services.
We respectfully ask for your understanding and cooperation in fostering an environment where customers and employees can treat one another with mutual respect.

¹ Among the PPIH Group Companies, Pan Pacific International Financial Service Corporation (PPIF) and UCS Co., Ltd. have established their own Customer Harassment Policies. Please refer to the following websites for details.
https://www.ppif.co.jp/customerharassment/
https://www.ucscard.co.jp/about/privacy6.html
² "PPIH Group Companies" refers to the Group companies located in Japan.

Revised in July 2026