The YAC Group values the relationship of trust with customers, business partners, and all other stakeholders involved in our business, and is committed to responding with sincerity and respect. Feedback and requests from stakeholders are important sources of information for improving our products and services, and we take them seriously.

However, when conduct exceeding socially acceptable norms threatens to harm the working environment of our employees, the YAC Group will take a firm stance against customer harassment in order to ensure a safe and secure workplace and will protect its employees.

October 1, 2026

Y.A.C. Holdings Co., Ltd.

Chairman and President

Takefumi Momose

The YAC Group defines customer harassment as conduct by customers, business partners, or other persons involved in the Group’s business (“Customers, etc.”) that exceeds socially acceptable norms—considering the nature of the employee’s duties and other circumstances—and harms the working environment of employees. This includes conduct via telephone, email, social networking services (SNS), and other online communication.

Examples include, but are not limited to, the following:

1. Physical attacks, such as assault, injury, or throwing objects at employees
2. Psychological attacks, such as threats, intimidation, insults, personal denigration, abusive language, defamation, or discriminatory remarks toward employees
3. Extremely unreasonable demands, such as forcing employees to kneel or apologize in an inappropriate manner
4. Demands for services that exceed contractual terms or socially acceptable standards
5. Unreasonable monetary demands or claims for compensation
6. Long-term confinement or obstruction, including loitering, persistent or excessive phone calls, emails, SNS messages, or other repeated and continuous demands
7. Requests for disclosure of personal information, unauthorized recording or filming, or other acts that infringe on employee privacy
8. Defamation or disclosure of personal information about employees or the YAC Group on the internet
9. Any other conduct that infringes on the dignity of employees or harms their working environment

 

• These are examples only and do not constitute an exhaustive list.
• Legitimate opinions, requests, or constructive feedback that contribute to improving our products and services do not constitute customer harassment. The YAC Group takes such feedback seriously and responds sincerely.

The YAC Group has established internal and external consultation channels for employees. When an employee receives conduct that may constitute customer harassment, they must promptly report it to the consultation channel. To ensure employee safety and maintain a proper working environment, the Group may take the following measures depending on the circumstances:

1. Requesting explanations necessary to confirm the facts
2. Requesting cessation of disruptive or inappropriate conduct
3. Adjusting response methods, such as changing the assigned representative
4. Suspending responses, restricting future interactions or transactions, or taking other necessary measures depending on the nature and severity of the conduct
5. Coordinating with external organizations such as the police or legal counsel to ensure employee safety
6. Taking criminal or civil legal action when conduct is deemed malicious

For the purpose of confirming facts and ensuring employee safety, telephone calls with Customers, etc. may be recorded, and video recording may be conducted within business premises.

The YAC Group will also ensure that employees are not left to respond alone by arranging support systems such as responses by multiple staff members or involvement of supervisors. Measures will be taken with consideration for the physical and mental condition of affected employees. The privacy of individuals seeking consultation will be strictly protected, and no disadvantageous treatment will be imposed for seeking consultation or cooperating in fact-finding.

Furthermore, the YAC Group will provide education and awareness programs for employees regarding customer harassment and appropriate response methods. At the same time, we will ensure that employees do not engage in similar harassment toward Customers, etc., and will respond sincerely when Customers, etc. request fact-checking or cooperation.

Through these efforts, the YAC Group strives to build mutual understanding and maintain positive relationships with customers and business partners.

 

• In this policy, “YAC Group” refers to Y.A.C. Holdings Co., Ltd., and its group companies.