Introduction
Our Group aims to realize “a world where there's no limit to what can be asked from and what can be delivered by infrastructure services,” and our mission is to challenge the status quo of existing infrastructure businesses and deliver the most suitable service globally with innovative ideas.
In pursuing this mission, we believe that to respect the personality and dignity of the officers, employees,
and temporary workers working within the Group (hereinafter referred to as “Employees, etc.”) and thus provide a safe and secure working environment for the Employees, etc. as well as to value the relationship with our customers based on trust is fundamental to sustainable business operations. Based on this belief, the Group has formulated the “Basic Policy on Customer Harassment” in order to maintain the sound relationship with customers and protect the personality and dignity of the Employees, etc.
1. Definition of Customer Harassment
Customer harassment refers to requests, behavior or speech by customers or other external parties involved in our business that either are unreasonable in their content, or, even where the content itself is reasonable, that must be obliged by means or in a manner that are considered inappropriate in light of socially accepted conventions and adversely affect the working environment of the Employees, etc.
Examples of Customer Harassment
* The following examples are meant to be descriptive, not exhaustive.
- Physical aggression (assault, injury, etc.)
- Psychological attacks (intimidation, slander, defamation, insults, abusive language, etc.)
- Forcing the Employees, etc. to prostrate themselves in apology
- Intimidating behavior or speech
- Repeated or persistent behavior or speech
- Restrictive behavior or speech (refusing to leave, lingering around, forcing the Employees, etc. to stay, etc.)
- Discriminatory behavior or speech
- Sexually harassing behavior or speech
- Personal attacks against, or demands directed at, individual Employees, etc.
2. Our Policy on Responses against Customer Harassment
We will respond firmly as an organization to any conduct that falls under customer harassment in order to protect the safety and dignity of the Employees, etc. working within the Group. In addition, malicious cases will be appropriately and strictly dealt with, as necessary, in cooperation with external experts and relevant authorities, such as the police and legal counsels.
3. Our Initiatives
We promote the following initiatives in order to respond to customer harassment appropriately.
- We provide a platform for consultation on and handling of customer harassment.
- We provide education and training on customer harassment.
- We give appropriate consideration to Employees, etc., affected by customer harassment, respect the privacy of those who seek consultation, and ensure that they are not subject to any disadvantageous treatment.
- We respond to customer harassment appropriately in cooperation with external experts and relevant authorities, such as the police and legal counsels.
Date of enactment: October 1, 2026
INFRONEER Holdings Inc.