Basic Policy on Handling Customer Harassment

While FOOD & LIFE COMPANIES places the highest priority on providing our customers with a safe and enjoyable dining experience, there have been instances where unreasonable demands or behavior by certain customers—which deviate from social norms—have caused significant mental and physical distress to our employees and other customers, and have severely hindered our ability to operate our stores in a safe and secure manner.

We define such behavior as customer harassment based on the principles outlined below, and our group will take a firm stance to ensure a safe and secure environment for both our customers and employees.

1.Definition of Customer Harassment

In accordance with the Ministry of Health, Labour and Welfare’s “Corporate Manual for Countermeasures Against Customer Harassment,” we define it as follows.

“Behavior by customers or business partners that goes beyond what is generally considered acceptable and harms the working environment of our Group’s employees”

2.Specific Examples of Customer Harassment

The following are specific examples, but this list is not exhaustive.

Physical assault (assault, battery)
Psychological abuse (threats, slander, defamation, insults, verbal abuse)
Intimidating words and actions
Demand to prostrate oneself
Ongoing and persistent behavior
Harassing or restrictive behavior (refusal to leave, squatting, confinement)
Discriminatory remarks and behavior
Sexual remarks or behavior
Attacks on and demands directed at individual employees
Demands for the exchange of goods, monetary compensation, or an apology that are deemed unreasonable in light of social norms
Unreasonable defamation or insinuations posted on social media or the internet

3.Handling Customer Harassment

Should any of the above behaviors occur, our group will prioritize the safety of our employees and respond in an organized manner. In cases
of malicious behavior, we will take strict measures, such as reporting the matter to the police or consulting with our legal counsel as necessary, and we may refuse to provide services to the individual in question in the future.

4.Our Group’s Initiatives to Address Customer Harassment

Clarification and Dissemination of Our Group’s Policies
Establishing and promoting awareness of a support system for employees within our group
Measures for prompt and appropriate response and containment following an incident