Tokyo Tatemono Group Basic Policy on Customer Harassment
Introduction
Since its establishment, the Tokyo Tatemono Group has engaged in corporate activities that originate in the spirit of our founder, Zenjiro Yasuda, one of whose principles was "The customer always comes first" and based on this, we have developed diverse businesses centered on urban development. By listening carefully to the needs of customers, society, and local communities, being sincerely attentive to issues, and providing highly attractive value, we aim to help create a better society and a better future. In this context, we endeavor to respond in good faith to the views and requests of our customers. However, there are times when the behavior of a small minority of customers can be seen as constituting harassment.
In order to continue providing customers with high-quality products and services, we believe it is important for the Tokyo Tatemono Group's executives, regular and temporary employees, and everyone engaged in the Group's operations (hereafter referred to as "executives and employees, etc.") to maintain their physical and mental health, and for us to arrange an environment in which they can work with peace of mind. We have formulated the following Basic Policy on Customer Harassment at Tokyo Tatemono Group to resolutely respond as an organization to any customer behavior that constitutes harassment.
Definition of Customer Harassment
Regarding complaints, speech, and conduct of customers, etc., in light of the appropriacy of the content of the demands therein, cases in which the means and conditions for fulfilling the demands in question are socially unacceptable, and due to those means and conditions, are harmful to the working environments of executives and employees, etc.
[Common examples of customer harassment]
Physical assault (violence, inflicting injury)
Psychological assault (threats, defamation, slander, insults, abusive language)
Coercive speech or conduct
Demanding that a person prostrates themselves in apology
Sustained (repeated) or persistent (insistent) speech or conduct
Restrictive acts (refusal to leave, remaining in a particular place, confinement)
Discriminatory speech or conduct
Sexual speech or conduct
Assaulting or making unreasonable demands of individual executives and employees, etc.
* The items listed above are merely examples, and customer harassment is not limited to these examples.
Approach to Customer Harassment
In order to protect its executives and employees, etc., as an organization, the Tokyo Tatemono Group will resolutely respond to any harassment of its executives and employees, etc. by customers, and as the occasion demands, will rigorously handle such cases while consulting the appropriate organizations, including the police, attorneys, etc.
Initiatives at the Tokyo Tatemono Group
As an organization, the Tokyo Tatemono Group will implement the following measures to respond to customer harassment.
Establish methods and procedures for responding to customer harassment
Establish a consultation and reporting structure for when customer harassment occurs
Disseminate basic knowledge and conduct training relating to the harassment of executives and employees, etc. by customers
Established on March 28, 2025
Tokyo Tatemono Co., Ltd.