1. Introduction

Based on the "PACIFIC CONSULTANTS GROUP Human Rights Policy," our company promotes business activities that respect the personality, dignity, and human rights of all people. We recognize that respect for human rights is the foundation for putting our company mission into practice and contributing to the realization of a sustainable society, and that creating an environment in which all people involved in our business activities can participate with peace of mind is an important responsibility.

our company takes customer feedback and requests seriously and strives to improve our services. However, our company cannot overlook actions that harm the character or dignity of our employees, or conduct that exceeds what is socially acceptable, which may harm their working environment.

our company is committed to ensuring a safe and secure working environment for our employees and to building and maintaining healthy and positive relationships with our customers. Therefore, we will appropriately address customer harassment as an organization. Furthermore, we respect the dignity and respect of our customers and strive to prevent harassment by our company officers and employees (hereinafter referred to as "employees, etc.").

2. Definitions and Scope

In this policy, "customer harassment" refers to complaints or actions from customers, business partners, and all other parties involved in our company business activities (hereinafter referred to as "customers, etc.") that, in light of the validity of the demands, the nature of the work, and other circumstances, exceed what is socially acceptable in terms of means or manner, and harm the working environment of our employees.

This policy applies to all situations in our company business activities where we have contact with customers, including not only normal business relationships but also bidding, outsourcing, and contracting with government agencies and local authorities.

3. Actions covered

The following examples are illustrative and not exhaustive.

• Physical attacks against employees (assault, battery) and psychological attacks (threats, intimidation, slander, libel, insult, abusive language, demeaning behavior, intimidating behavior)
• Discriminatory remarks, sexual remarks, and other acts of harassment
• Defamation, libel, and posting or spreading information on social media and the internet.
• Actions that infringe on employees' privacy (interference with their private lives, collection and disclosure of personal information, etc.)
• Persistent behavior such as repeatedly making the same demands or complaints.
• Demands for apologies without reasonable cause (such as prostration), and demands for punishment of those responsible or involved.
• Excessive or unreasonable requests that exceed the scope of services that can be provided.
• Actions that disrupt the progress of work, prolonged detention, refusal to leave, and failure to comply with requests to leave.
• Forcing responses that significantly exceed the normal timeframe, and unilaterally demanding immediate responses.
• Unjust demands for money, goods, benefits, etc. from our company or our employees
• Taking unauthorized photos, recordings, or videos of employees or facilities is prohibited.

4. our company response

our company will respond sincerely to legitimate opinions and requests from our customers and others. On the other hand, if we determine that an act constituting customer harassment has occurred, we may take firm action, such as ceasing to respond, suspending service provision, or ending business transactions, from the perspective of protecting our employees.

Furthermore, we will take strict action against malicious acts in cooperation with external organizations such as the police and lawyers.

5. Education/Awareness

our company will educate and inform our employees to deepen their awareness and understanding of customer harassment, enable them to respond appropriately to it, and ensure they pay the necessary attention to their own words and actions.

6. Establishment of a consultation service

To appropriately address inquiries regarding customer harassment, our company has established internal and external consultation services.

We strive to create an environment where employees can feel safe seeking advice, and we will take appropriate measures to protect the privacy of those seeking advice and to ensure that they do not suffer any disadvantageous treatment as a result of seeking advice.

For inquiries regarding customer harassment, please contact the following:

7. Response to customer harassment by our company employees, etc.

our company requires our company employees and staff to conduct themselves with respect for the personality, dignity, and human rights of all parties involved in our company business activities, including our customers, business partners, and others. We strive to prevent customer harassment by our company employees and staff, and our company will take strict action if such conduct is observed.

October 2026

Pacific Consultants Co., Ltd.
Representative Director, President Executive Officer Chikako Okano