Basic Stance

The Sankei Building Group (hereinafter referred to as "our Group") has a corporate philosophy of aiming to contribute to society by providing places and services where urban dwellers can feel joy, satisfaction, excitement, and happiness. We believe that, in order for our Group to realize such a philosophy, it is of utmost importance that we ensure the physical and mental safety of our employees, who must carry out this task, and to build a relationship of trust with our customers.
Recently, however, there have been cases where a very small number of customers have made demands that far exceed our Group's legal obligations, or have physically and mentally attacked individual employees, in what is called "Harassment from customer." Such behaviors are not only unacceptable, as they infringe upon the human rights of our Group's employees, but they can also lead to a decrease in employee motivation, departure from the company, and a subsequent decrease in the quality of work, which can ultimately damage the relationship of trust with the majority of our customers.
Therefore, our Group has decided to establish the "Guidelines for Action Against Harassment from customer" (hereinafter referred to as "these Guidelines") in order to create an environment where each employee can work with peace of mind, and to realize our Group's corporate philosophy more than ever before. In accordance with these Guidelines, our Group will take a firm stand against Harassment from customer and deal with it.

About Harassment from customer

Our Group defines Harassment from customer, based on the "Harassment from customer Countermeasures Corporate Manual" of the Ministry of Health, Labour and Welfare, as "claims and behaviors from customers, etc., that, in light of the reasonableness of the content of such claims and behaviors, the means and manner of realizing such claims are socially unreasonable, and the labor environment is harmed by them."
In addition, the term "customer, etc." used here includes not only customers and business partners with whom our Group has a direct trading relationship, but also potential future trading partners, family members and acquaintances of customers, and stakeholders such as neighboring residents related to our business, who have a business relationship with our Group.

≪Examples of Harassment from customer≫
The following are examples; this is not an exhaustive list.

（Violence and abusive language）  
・Physical violence, such as assault, injury, and destruction of property
・Threats, abusive language, defamation, slander (including those on the Internet and social media)
・Intimidating, high-handed remarks
・Remarks that deny or insult one's personality
・Behaviors that suggest harm and cause psychological fear


（Excessive or unreasonable demands）
・Demands for services not stipulated in the contract, or services beyond the stipulations of the contract
・Demands for reduction of fees, etc., without a compelling reason
・Demands for actions that our Group has no legal obligation to carry out
・Demands for an apology without a compelling reason
・Demands for internal punishment, such as dismissal of an employee of our Group
・Demands for kneeling down


（Demands for responses beyond what is reasonable） 
・Time constraints, such as unreasonably long phone calls
・Spatial constraints, such as prohibiting leaving, or persistent stalking
・Unreasonable demands for meetings, visits to business sites, or calls to locations other than business sites
・Demands for response to contact or to work outside business hours, by phone, email, etc.


（Other behaviors）
・Behaviors that infringe on the human rights and privacy of our Group's employees
・Sexual harassment and other types of harassment

Response to Harassment from customer

≪Internal Response≫   
・We will clarify our corporate stance through these Guidelines and disseminate it to enlighten the employees who work in our Group.
・We will implement measures for each employee to acquire knowledge and coping methods for Harassment from customer in preparation for its occurrence.
・We will establish a consultation desk for Harassment from customer.
・We will build a response system for when Harassment from customer occurs.
・We will take care of employees who have been victimized by Harassment from customer.
・We will consider the response policy in collaboration with external experts (advisory lawyers, police, etc.).


≪External Response≫  
・In order to prevent the occurrence of Harassment from customer, we will strive to build a better relationship with our customers.
・In the event of Harassment from customer, we will respond firmly and seek rational and reasonable discussions.
・In the case of particularly malicious Harassment from customer, we will consider refusing or discontinuing transactions, as well as taking legal measures.


（Request to our customers）
In our Group, we believe that, in order to build a good and equal relationship with our customers, as mentioned at the beginning, it is a prerequisite to ensure the safety of our employees. On the other hand, legitimate claims from our customers are, of course, not considered Harassment from customer, and it is necessary for our Group to take them seriously and improve. In taking measures against Harassment from customer, our Group will always consider not infringing on the legitimate rights of our customers and will strive to respond in a way that does not damage the relationship of trust.
We would like to ask our customers to understand the contents of these Guidelines and the efforts of our Group based on these Guidelines in order to continue to maintain the relationship of trust between our Group and our customers.
Thank you.

Posted on March 31, 2025