Guided by our corporate philosophy, “The Heart of Nishimuraya,” Nishimuraya Co., Ltd. is committed to the satisfaction of our guests, contribution to the local community, and the happiness of everyone we engage with, in a spirit of consideration for others.
At the facilities we operate, we have established this Basic Policy on Customer Harassment in order to respect the human rights of our employees and to protect a workplace where they can work safely and in good physical and mental health. We sincerely ask for your understanding and cooperation.
This policy is by no means intended to disregard the valuable opinions and requests we receive from our guests. We will continue to take them seriously and strive to provide even better service.

Corporate Philosophy: The Heart of Nishimuraya

• Nishimuraya cherishes its guests and finds its greatest joy in their satisfaction.
• Nishimuraya will continue to be a company trusted by the local community and its business partners.
• Nishimuraya will create a rewarding workplace built on respect and cooperation.

Definition of Customer Harassment

<Definition>
With reference to the “Corporate Manual on Measures Against Customer Harassment” published by the Ministry of Health, Labour and Welfare in February 2022, we regard the following as customer harassment:
“Among complaints and conduct by customers, those in which the means or manner used to realize a demand is inappropriate in light of the validity of the demand, and in which such means or manner harms the working environment of employees.”

<Examples of Applicable Conduct>
The following are examples only. Other conduct may also apply depending on the circumstances.

• Violence by a customer
• One-sided remarks made in a loud voice
• Unreasonable or excessive demands
• Forcing employees to respond beyond a reasonable scope
• Defamation of employees or stalking behavior
• Intimidation or threats
• Refusing to leave, staying for prolonged periods, confinement, or other restrictive behavior
• Remarks that deny an employee’s dignity, or discriminatory remarks
• Posting content that damages the reputation of the company or its employees, or employees’ personal information, on social media or elsewhere
• Demanding that an employee kneel and bow (dogeza), etc.

Our Response to Customer Harassment

<Response to Customers>
While valuing good relationships with our guests, we will respond as follows depending on the situation.

• We will listen as calmly as possible with a view to reaching a reasonable resolution, and strive to build a better relationship through mutual understanding.
• If we determine that conduct constitutes customer harassment, we regret that we may end our response and may ask you to refrain from using our facilities in the future.
• In cases deemed particularly malicious, we will consult the police or outside experts (such as lawyers) and take appropriate action.

<Internal Measures>
We are also working to develop internal systems so that our employees can respond with peace of mind.

• We provide training, as needed, on customer harassment and how to deal with it.
• We have established a consultation desk for customer harassment so that employees can seek advice with confidence.
• We have established an internal coordination system so that we can respond promptly when an incident occurs.
• To ensure an appropriate response, we also work with the police and outside experts (such as lawyers) as needed.

A Request to Our Guests

We will continue to listen to our guests and strive to improve our services, carefully building relationships of trust with everyone.
At the same time, in order to protect an environment in which our employees can work with peace of mind, please be advised that if any conduct constituting customer harassment is confirmed, we may respond in accordance with this policy. We kindly ask for your understanding and cooperation.
We will continue our efforts to create a place where everyone can spend their time comfortably.

Nishimuraya Co., Ltd.