We would like to fulfill our corporate social responsibility and contribute to the local community through business activities that consider not only ensuring safety and providing safe and comfortable services from the customer's perspective, but also complying with laws and regulations, human rights, the environment, etc. On that basis, we believe it is important to create a working environment where the human rights of employees working at our company are protected and they can continue to work with peace of mind, health, and peace of mind.

On the other hand, some of our customers have engaged in malicious and nuisance behavior, such as violence, abusive language, threats, and unreasonable demands. Such behavior not only damages the dignity of employees and leads to a deterioration of the work environment, but also makes other customers feel uncomfortable, and there is a risk that we will not be able to provide the services that we should be providing.

Based on this idea, we have formulated the "JR KYUSHU HOTEL and Resorts Basic Policy on Customer Harassment" and clarified our approach.

1. Basic Policy

We will listen sincerely to the opinions and requests of our customers and respond sincerely, but we will take firm action against the following malicious nuisance behaviors (customer harassment) as they violate the dignity of our employees and in order to protect our employees.

2. Definition of Customer Harassment and Examples of Unacceptable Behavior

• (1)

  Our definition of customer harassment

  Opinions and requests from customers (including business partners) that are deemed inappropriate, or that the means or manner of implementing the opinions and requests are inappropriate according to social standards and may harm the working environment of employees.

• (2)

  Examples of behavior that are unacceptable to our company

  Type of action	Examples
  Physical and psychological attacks	- Violent acts such as grabbing the arm, punching, kicking, throwing objects, etc. ・Sexual harassment ・Making insulting or discriminatory remarks or actions that lead to the denial of someone's character
  Intimidating or threatening behavior	・Threatening, abusive, abusive language, demands to kneel down, etc. - Threats that imply exposure in the media or on social media, or connections with antisocial forces
  Invasion of privacy and Defamatory remarks	・Actions that violate the privacy of employees ・Taking photographs, videos, or audio despite being stopped by employees ・Posting content on social media etc. that damages the reputation of the company or employees
  Continuous, persistent behavior	・Excessive repetition of requests or repeated contact via phone calls or emails ・Acts that disrupt work, such as making employees repeat the same explanation multiple times
  Restrictive behavior	・Long hours of confinement, even over the phone or in person ・Failure to leave the facility or staying there unreasonably
  Unfounded requests	- Requests for goods, services, money, or special treatment without a legitimate reason - Demanding an apology without a valid reason - Requesting visits to customers' homes or responses outside of business hours without a valid reason - Applying undue pressure regarding delivery dates or prices during transactions
  Other inappropriate behavior	・Behavior that is deemed to be highly malicious from the perspective of protecting employees

  *The above examples are not limited to the above.

3. Dealing with Customer Harassment

In order to protect our employees, if we find any verbal or physical actions that we deem to be customer harassment, we will cease providing products and services or dealing with the customer as necessary. Furthermore, if we find any verbal or physical actions that we deem to be malicious, we will consult with the police, lawyers, and other relevant authorities and take strict action, including legal action.

4. Requests to Customers

We have been able to build good relationships with most of our customers, but in the unlikely event that we find any behavior that constitutes customer harassment, we will respond in accordance with this basic policy to protect surrounding customers and our employees. We ask for your understanding and cooperation.