Basic Policy on Customer Harassment

Oct 1, 2026
Carpaydiem Co., Ltd.
President Yoshihiro Tate

Under the amended Act on Comprehensive Promotion of Labor Measures, all employers will be required to implement measures against customer harassment starting October 1, 2026. Carpaydiem Co., Ltd. values the relationships of trust we share with our customers and business partners and strives to provide superior products and services. At the same time, we recognize that ensuring an environment where every employee can work with peace of mind is a crucial corporate responsibility. To protect the dignity and personal integrity of our employees and maintain a healthy workplace, we are committed to responding appropriately—as an organization—to instances of customer harassment.

Definition of Customer Harassment

We define customer harassment as any conduct or speech by customers, business partners, or other parties associated with our business operations that—judged against generally accepted social norms regarding content, the validity of requests, and the methods or manner employed—exceeds acceptable limits and harms the working environment of our employees.

Examples of such conduct include:

・Physical attacks, such as assault or causing bodily injury
・Psychological attacks, such as threats, intimidation, insults, abusive language, or defamation
・Demands for excessive apologies, such as forcing an employee to prostrate themselves
・Detaining staff for extended periods, refusing to leave the premises, or making persistent inquiries or demands
・Demands that significantly exceed the scope of the contract or our services
・Demands for money, compensation, returns, or exchanges without reasonable grounds
・Attacks directed at individual employees, or discriminatory or sexual conduct/remarks
・Publishing an employee’s personal information on social media or the internet
・Other conduct that goes beyond the bounds of socially accepted norms

Please note that legitimate feedback, requests, or complaints from customers are not treated as customer harassment. We take such input seriously and use it to improve our products and services.

Measures Against Customer Harassment

If an incident is evaluated and confirmed by the Company to constitute customer harassment, the Company will take decisive, organizational action to protect the safety and well-being of its employees. Depending on the nature and severity of the conduct, the Company will enforce the following measures:

・Immediate Operational Interventions:
Prompt termination of communications (via phone, email, messaging, etc.), immediate requests for the individual to vacate Company premises, and refusal of further in-person or online interactions.

・Suspension of Services and Business Operations:
Temporary or permanent refusal to provide services, cancellation of transactions, or termination of existing business agreements.

・Legal and External Escalation:
In cases involving unlawful, severe, or persistent misconduct (such as threats, physical violence, extortion, or defamation), the Company will consult legal counsel and immediately escalate the matter to law enforcement agencies (the police) and relevant external authorities.

Employee Support and Protection Commitments

To ensure a safe and supportive working environment, the Company commits to the following internal initiatives:

・Education and Operational Guidance:
The Company will conduct regular training and disseminate operational manuals to ensure all employees understand this policy, recognize harassment behaviors, and know how to safely de-escalate and report incidents.

・Dedicated Consultation Hotline:
The Company has established a confidential internal reporting and consultation channel where employees who experience or witness customer harassment can seek prompt guidance and psychological support.

・Strict Privacy and Anti-Retaliation Policy:
The identity and privacy of employees seeking advice or filing a report will be strictly protected. The Company explicitly prohibits any form of retaliation, adverse employment action, or disadvantageous treatment against employees for reporting or seeking assistance in good faith.

To Our Customers and Business Partners

We remain committed to building positive relationships with our customers and business partners and to delivering superior products and services. To this end, we ask for your understanding and cooperation in helping us create an environment where our employees can perform their duties with peace of mind.