BASIC POLICY ON CUSTOMER HARASSMENT

BASIC POLICY ON CUSTOMER HARASSMENT

1. Basic Policy

To ensure the safety of our officers, employees, and other persons engaged in our business (hereinafter collectively referred to as “Officers, Employees, etc.”) and the proper performance of their duties, and to maintain healthy relationships of trust with clients and other diverse stakeholders, we will respond appropriately as an organization to customer harassment in accordance with this Policy.
Based on the Nihon Sekkei Philosophy, we aim to co-create future value with clients and other diverse stakeholders through the design of architecture, cities, and the environment.
To achieve this, we believe that collaboration based on constructive dialogue and mutual respect with stakeholders is essential, as is ensuring a work environment in which each of our Officers, Employees, etc. can work with peace of mind.
We respond sincerely to opinions and requests from those involved in our business. However, when demands or conduct that exceed what is considered reasonable according to generally accepted social norms adversely affect the work environment of our Officers, Employees, etc., we regard such behavior as customer harassment and respond in accordance with this Policy.
We also require our Officers, Employees, etc. to respect the positions of stakeholders, respond sincerely and appropriately, and refrain from inappropriate conduct or any other form of harassment.

2. Definition of Customer Harassment

Among demands or conduct by persons involved in our business, we define as customer harassment those that lack reasonable grounds, or where the means or manner used to pursue a demand are considered inappropriate according to generally accepted social norms and adversely affect the work environment of our Officers, Employees, etc. Conduct by telephone, email, social media, online posts, or other means is also considered customer harassment when it meets these criteria.
The following conduct may constitute customer harassment depending on its nature, manner, severity, repetition or persistence, impact on business operations, and other circumstances. The examples below are illustrative and are not exhaustive.

• • Abusive language, intimidating or insulting conduct, threats, or discriminatory conduct
• • Violence, stalking, sexual harassment, or other forms of harassment
• • Excessive or unreasonable demands, including demands for apologies, monetary compensation, special treatment, or other actions without reasonable grounds
• • Unreasonably prolonged interactions, persistent demands for meetings
• • Slander, defamation, or invasion of privacy directed at individual Officers, Employees, etc.
• • Unauthorized acquisition, use, or disclosure of personal information, images, audio recordings, or other information relating to Officers, Employees, etc.

3. Response to Customer Harassment

We will respond to customer harassment as an organization by confirming the facts and taking appropriate action, rather than leaving individual personnel to handle such matters on their own.
Depending on the nature and manner of the conduct, its persistence, its impact on business operations, and other circumstances, we may, as necessary, centralize the point of contact, review the method of meetings or discussions, discontinue further communication or response, or review business relationships or other business dealings.
When necessary to ensure the safety of our Officers, Employees, etc. and the proper performance of their duties, or particularly serious or egregious cases, we will work with the police, attorneys, and other external specialists and take appropriate action, including legal measures.
In responding to customer harassment, we will also confirm the facts regarding our response or that of our Officers, Employees, etc. If areas requiring improvement are identified, we will provide necessary guidance, take corrective action, and work to prevent recurrence.

4. Internal Initiatives

In accordance with this Policy, we will implement the following initiatives:

• • Establishing systems and consultation channels to respond to consultations from Officers, Employees, etc.
• • Establishing procedures for responding to customer harassment
• • Communicating this Policy to Officers, Employees, etc. and providing education and awareness-raising activities
• • Ensuring the safety of Officers, Employees, etc. who experience customer harassment and giving due consideration to their physical and mental well-being
• • Protecting the privacy of persons seeking consultation, other parties concerned, and others
• • Prohibiting any disadvantageous treatment on the grounds of seeking consultation, making a report, or cooperating in responding to an incident

We will also confirm the facts and respond appropriately through our designated channels to external opinions or consultations concerning inappropriate conduct or other forms of harassment by our Officers, Employees, etc.

October 1, 2026