Customer Harassment Response Policy

Introduction

Since its founding, the Starts Group (hereinafter referred to as “Our Group”) has expanded its business operations under its enduring philosophy that ”People are everything, the heart is all.” As a comprehensive life and culture company, Our Group has grown its business with construction, real estate brokerage, and property management at its core, alongside finance, publishing, hotels, elderly assistance and childcare and more, striving to serve customers over the long term.

Moving forward, we remain committed as one unified group to deliver high-quality services and products that resonate with the hearts of an even broader range of customers, both individuals and corporations, and ensure their continued satisfaction.

However, in some instances, certain customers using Our Group’s services have engaged in conduct that constitutes customer harassment, including verbal abuse, threats, unreasonable demands, and defamatory statements on social media.

While Our Group will continue to respond sincerely to customer opinions and requests, we believe it is essential - both to meet customer expectations and to provide high-quality services and products - to take a firm stance against acts that constitute customer harassment and to protect every employee working within Our Group.

Accordingly, we have established the following “Customer Harassment Response Policy.”

Definition of Customer Harassment

In accordance with the “Corporate Manual for Countermeasures Against Customer Harassment” issued by the Ministry of Health, Labor and Welfare, we define the following acts as customer harassment.

“Complaints or conduct by customers in which the content of the demand lacks reasonable grounds, or in which the means or manner of achieving such demand, when considered in light of its validity, is socially inappropriate, and where such conduct may impair the working environment of employees of Our Group.”

    [Examples of Customer Harassment]
    The following examples are illustrative, not exhaustive.

    ● Physical attacks

  • Assault or physical injury

    • ● Psychological attacks

  • Statements that deny an individual’s character and insulting remarks directed at individuals
  • Defamation or slander on social media or the internet

    • ● Intimidating conduct

  • Threats or intimidation through shouting, verbal abuse, or other abusive language
  • Threats implying exposure to social media or mass media

    • ● Excessive or unreasonable demands

  • Demands for services that are excessive under socially accepted norms
  • Requests for actions beyond the scope of the contract or applicable policies (including refunds or compensation)
  • Demands for apologies that lack reasonable grounds
  • Demands for disciplinary action against the employees of Our Group
  • Coercion to provide services outside the scope of agreed services
  • Visiting Our Group’s offices without permission or appointment
  • Demands for humiliating acts such as kneeling in apology

    • ● Persistent or harassing conduct

  • Excessive repetition of the same requests or inquiries
  • Persistent demands regarding matters unrelated to the parties involved
  • Persistent demands for responses concerning matters where verification is difficult
  • Repeated unilateral assertions regarding matters already addressed by the Company

    • ● Detention or confining conduct

  • Unreasonable prolonged confinement, confinement outside business hours, or refusal to leave the premises
  • Demands to appear in person or respond at unreasonable times or locations

    • ● Other conduct

  • Stalking specific employees
  • Acts that infringe (or may infringe) upon privacy
  • Discriminatory speech or conduct
  • Sexual speech or conduct
  • Any other acts, including intimidation, threats, verbal abuse, or coercive conduct,
    deemed by Our Group to constitute customer harassment

Our Stance on Addressing Customer Harassment

To protect its employees, Our Group may decline to respond to customers who engage in customer harassment. Furthermore, in cases deemed malicious, Our Group will consult with appropriate authorities, including the police or legal counsel, and take firm and appropriate action.

Our Group’s Initiatives

Clarifying our corporate stance through this policy and disseminating information and raising awareness among employees working within Our Group

Providing education and training to employees working within Our Group

Establishing consultation and reporting systems to support employees working within Our Group