The Seibu Group, as a corporate group that engages in highly public activities rooted in the community, aims to create action and excitement for customers in all aspects of their lives, by providing safe and comfortable services under the Group slogan “Smiles ahead”. In order to realize this goal, we hereby establish the “Seibu Group Customer Harassment Policy” (hereinafter referred to as the “Policy”), to create an environment in which each and every Seibu Group employee can provide pleasant services with a cheerful smile.

1.Definition of Customer Harassment

Requests or behaviors from customers or other persons, where the means or methods to fulfill such requests are deemed socially inappropriate in light of the validity of the request, and where such means or methods harm the work environment of Seibu Group employees.

2.Examples of conduct that constitutes customer harassment

• Physical or mental attacks (assault, injury, threats, slander, defamation, insults, abusive language, etc.) or intimidating behavior
• Continuous and persistent verbal or physical abuse
• Restrictive language or behavior (e.g., non-refusal to leave, detention, confinement)
• Discriminatory or sexually explicit language or behavior (sexual harassment, stalking, illicit photography, etc.)
• Demands for forced prostation (dogeza)
• Attacks or demands to employees at a personal level
• Posting of personal information, etc. of employees on SNS, the internet, etc. (publication of photographs, audio, video, etc.)
• Any behavior that discredits the Seibu Group or its employees
• Requests for unreasonable or excessive services
• Requests for product exchanges, monetary compensation, returns or refunds, or apologies without justifiable reasons

*The above are examples, and customer harassment is not limited to these cases.

3.Our attitude toward customer harassment

In order to protect each and every employee, Seibu Group may cease or decline to respond to a customer or other person's request or behavior if it determines that such request or behavior constitutes customer harassment.
In addition, if necessary, Seibu Group will take measures such as reporting to the police or consulting an attorney to take firm action against customer harassment.

4.Initiatives within the Seibu Group

• Clarification of how to respond through this Policy, and communication to and raising awareness among employees
• Establishment of customer harassment response procedures in accordance with our business characteristics and relevant laws and regulations
• Implementation of employee education and training
• Development of a consultation and reporting system for employees