Topre Group Customer Harassment Policy

Introduction

Under our basic philosophy of “contributing to society through the creation of products and services with advanced technology”, the Topre Group aims to meet the expectations and trust of all stakeholders, realize sustainable enhancement of corporate value, and provide happiness and joy through our business activities.
The Topre Group appreciates your warm support, encouragement, and sometimes critical feedback in relation to our products and services, which we take into consideration.
Unfortunately, however, there are some cases that go beyond the bounds of normal to constitute “customer harassment” and this forms a human rights issue that affects the dignity of all Topre Group employees and related parties, including employees of partner companies (hereinafter collectively referred to as “Topre Group employees, etc.”) and causes the workplace environment to deteriorate.
Topre Group has established the following “Customer Harassment Policy” to ensure that harassment is never tolerated and that employees, etc. are respected and their human rights are protected, so that they can perform their duties without duress.

Definition of Customer Harassment

Complaints or actions by customers or third parties (including business partners, etc.), where the content of the request is not deemed reasonable, or where the means or manner of achieving the request is socially unjustifiable, and the working environment for Topre Group employees, etc. may be harmed by the means or manner of achieving the request.

Examples of customer harassment

• Acts of violence or physical aggression
• Intimidation, threats, menacing behavior, or other intimidating or extremely abusive language or behavior
• Insulting, character-denigrating, or otherwise abusive language
• Words or deeds that are defamatory, or that damage economic credibility
• Discriminatory or sexual language or behavior
• Any act that violates the privacy of Topre Group employees, etc.
• Requests for support that go beyond the scope of the warranty, or other requests for services that are socially unacceptably excessive or unrelated to the products and services provided by the Topre Group
• Demanding an apology, demanding compensation in the form of money or other compensation, or demanding the punishment of Topre Group employees, etc. in a manner without reasonable cause
• Commanding the time of or reproaching a Topre Group Employee, etc. over a prolonged period in connection with the same request or complaint
• Acts that cause severe mental stress or fear to individual employees of the Topre Group, such as bullying, unnecessary harassment, persistent aggression, stalking, and ambushing, etc.
• Acts that cause severe mental stress or pressure on individual employees of the Topre Group, etc., by repeatedly saying or engaging in actions that promote suicide or self-harm
• Words or actions that induce or promote suicide or self-harm by Topre Group employees, etc. or third parties
• Any act that causes severe mental stress or fear or any act that we deem will cause an unacceptable degree of hindrance from the viewpoint of protecting Topre Group employees, etc. from harm or distress
• Posting or disseminating slander and false information on social networking services and the Internet or sending false information to the Topre Group
• Unilateral and excessive communication to the Topre Group’s official website
• Any act of photographing or recording Topre Group employees, etc. or recording audio without consent. In addition, the act of using or spreading images, videos, or sounds that include an individual’s face or voice in a manner that is uncomfortable for or offensive to the individual
• Other acts the Topre Group deems highly malicious from the viewpoint of protecting Topre Group employees, etc.

The above definitions and examples of conduct that Topre Group considers to be beyond the scope of socially accepted norms are provided as illustrative examples only, and do not constitute all forms of customer harassment.

Our response to customer Harassment

If Topre Group determines that a customer has engaged in conduct that exceeds the scope of socially accepted norms towards a Topre Group Employee, etc., we may refuse or suspend a transaction, the provision of customer service, or part or all of other services.
Furthermore, if we determine that the behavior is malicious, we will take appropriate action, including legal action and criminal proceedings, after contacting lawyers, the police, and other parties acting together with the offender, as necessary.

Date of enactment: February 1, 2025
Topre Corporation
Representative Director, President, Executive Officer: Yutaka Yamamoto