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 assurance of the best health in both mind and body.

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

Based on this belief, we have formulated the "JR Kyushu Hotels & Resorts Basic Policy on Customer Harassment" to clarify our position as a company.

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 disturbances (customer harassment) as they are acts that 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 someone's arm, hitting, kicking, throwing objects, etc. ・Behavior that constitutes sexual harassment ・Insulting or discriminatory remarks, or acts that lead to the denial of a person's individual character
  Intimidating or threatening behavior	・Threatening behavior, such as insults, abusive language, and demands to kneel down on the ground. - Threatening to expose others in the media or on social media, or implying connections to antisocial forces
  Invasion of privacy or defamation	・Acts that violate the privacy of employees ・ Acts of taking photographs, filming, or recording despite being asked to stop by employees ・Posting content on social media that damages the reputation of the company or employees
  Continuous, persistent behavior	・Excessive repetition of requests or repeated contact by phone or email ・Actions that disrupt work, such as making someone explain the same thing over and over again
  Restrictive behavior	・Long-term detainment by phone or in person ・Refusal to leave the facility or unjustly staying there
  Unfounded requests	- Requests for goods, services, money, or special treatment without a valid reason - Requests for an apology without a valid reason - Requests for 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 employees' well-being

  *Not limited to the above examples

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.