To create an environment where all users can access and use the Lawson Group services, and to provide employees engaged in the Lawson Group businesses with an environment where they can work comfortably, we have formulated the Lawson Group Basic Policy on Customer Harassment as follows.

Lawson Group Basic Policy on Customer Harassment

The Lawson Group strives to improve its products and services by sincerely listening to the opinions and requests from customers, in order to satisfy customers under the Group Philosophy, “Creating Happiness and Harmony in Our Communities.”
In June 2021, we established the Lawson Group Human Rights Policy to respect human rights in our business activities and to build relationships of trust with all parties engaged in our business activities through sincere response.
On the other hand, there are limited cases what we receive unreasonable opinions and wishes or socially unacceptable requests or behavior from certain customers, which have caused serious problems that may affect other customers who use stores, facilities, and services of the Lawson Group and worsen the working environment for employees engaged in the Lawson Group businesses.
In the event of a problem or potential problem as described above, we respond in accordance with this Policy.

Definition of customer harassment

The Lawson Group defines customer harassment as follows, based on the definition* of the Corporate Manual for Customer Harassment Countermeasures published by the Ministry of Health, Labour and Welfare.
Among the complaints and behavior of customers, those that comprise unreasonable requests, with socially unacceptable means or manners entailed for satisfying the request, where such means or manners adversely affect the working environment of employees engaged in the Lawson Group business.

* Translated from the Corporate Manual for Customer Harassment Countermeasures published by the Ministry of Health, Labour and Welfare

Examples of customer harassment

Examples of customer harassment include, but are not limited to, the following.

• No defect or negligence is found in the products or services provided.
• The request is irrelevant to the products or services provided.

• Violence, injury, or other physical attacks, or damage to products and equipment
• Intimidating behavior of shouting or cursing, threats, or verbal abuse
• Slander, defamation, or insults that infringe the honor and privacy of employees
• Continuous or persistent behavior, such as massive inquiries through excessive repetition
• Prolonged telephone calls, non-eviction from stores, or binding behavior against employees outside of offices
• Discriminatory behavior against employees
• Physical or mental sexual behavior against employees, such as contact, ambush, or stalking
• Other unreasonable requests for product exchange, monetary compensation, or apology, or behavior that annoys other customers

●Response to customer harassment

• We have discussion toward a reasonable resolution.
• We do not respond individually, but systematically.
• We take appropriate response through consultation with the relevant institutions, such as the police and lawyers.
• We may refuse the future entry of or transaction with a person who has committed customer harassment.

●Initiatives of the Lawson Group

• We implement training on the knowledge and handling of customer harassment.
• We have set up a consultation window regarding customer harassment and customer service.

Established in August 2024