■ Introduction

Kumamoto Wine Farm Co., Ltd. (hereinafter referred to as “the Company”) aims to enhance its corporate value in a sustainable manner by continuously providing valuable contributions not only to its customers but also to various stakeholders. The Company’s concept is to propose a lifestyle that enriches customers’ lives by incorporating wine into their daily lives and enabling them to enjoy wine. While pursuing this goal, the Company receives, on a daily basis, warm support, encouragement, and constructive feedback from its customers, as well as occasional critical opinions regarding its products and services. All of these valuable opinions from its customers are sincerely appreciated and are reflected on a daily basis in the development of the Company’s products and services. However, regrettably, there are occasions when excessive harassment (customer harassment) occurs. In order to ensure that the Company’s employees and associated personnel (hereinafter referred to as the “Associated Personnel”) can carry out their duties with peace of mind, the Company has established the following guidelines as its policy for responding to such harassment. We kindly ask for your understanding and cooperation.

■ Regarding Customer Harassment

Harassment is widely recognized in society as a human rights issue, as it undermines the dignity of employees and deteriorates the workplace environment. The Company does not overlook any acts of harassment and, in order to respect all employees and protect their human rights, has established the following guidelines. The Company acknowledges that harassment may be committed not only by customers but also by associated parties, including business partners and other relevant stakeholders. It should be noted that the Company’s definition of customer harassment and its countermeasures are formulated based on the “Corporate Manual for Countermeasures Against Customer Harassment” issued by the Ministry of Health, Labour and Welfare.

■ Regarding Measures Against Customer Harassment

If the Company determines that any acts against its employees exceed socially acceptable behavior, the Company may refuse or suspend the provision of business transactions, customer services, or certain or all of its other services. Furthermore, if the Company deems any such acts to be malicious, it may take appropriate legal measures, including civil or criminal proceedings, after contacting lawyers, the police, or other relevant authorities as necessary.

■ Examples of Customer Harassment

The Company considers the following actions as examples of socially unacceptable behavior. These are examples only and are not exhaustive.

- Acts of violence or physical assault

- Intimidation, threats, coercive behavior, other aggressive remarks or behavior, or extremely abusive conduct

- Insults, remarks or behavior that deny an individual’s dignity, or other offensive language

- Remarks or behavior that damage reputation or economic credibility

- Discriminatory or sexual remarks and conduct

- Acts that violate the privacy of the Associated Personnel

- Requests for excessive services, including those beyond what is reasonably guaranteed, or requests unrelated to the products or services provided by the Company

- Demands for apologies, compensation, or punishment of the Associated Personnel without reasonable grounds or in an unreasonable manner

- Excessive repetition of the same requests or complaints, resulting in extended periods of forced engagement or verbal reprimands

- Harassment, unnecessary nitpicking, persistent pressure, stalking, or ambushing that causes significant mental stress or fear to the Associated Personnel

- Repeated statements suggesting self-harm or suicide, causing significant mental stress or burden to Associated Personnel

- Remarks or behavior that induce or suggest self-harm or suicide among Associated Personnel or third parties

- Other acts that the Company determines cause significant mental stress or fear, or that result in an unacceptable level of disruption, from the perspective of protecting Associated Personnel from harm or distress

- Defamation or dissemination of false information on social media or the Internet, or provision of false information to the Company

- One-sided and excessive communications to the Company’s official social media accounts

- Unauthorized photography, video, or audio recording of Associated Personnel. In addition, the use or dissemination of such recordings including their face, voice, and other content, in a manner that causes them discomfort or distress.

- Any other acts that the Company deems to be highly malicious from the perspective of protecting Associated Personnel

With the support and cooperation of everyone, we will continue to devote ourselves to winemaking, bringing delight to our customers.