Policy on Addressing Customer Harassment

Nippon Paint Group’s Policy on Addressing Customer Harassment

Nippon Paint Marine Coatings Co., Ltd. and its group companies in Japan (collectively, “the Group”) regard customer harassment as a serious concern and have adopted the following policy to address it. The Group welcomes constructive feedback and requests from customers and uses them to continually improve its products, services, and operations. At the same time, it will not tolerate conduct or language that compromises employees’ dignity or negatively affects their working environment. When such behavior occurs, the Group will take a firm, unified stance.

１．Definition of Customer Harassment

Customer harassment refers to remarks, conduct, or actions by customers or other individuals that exceed socially acceptable bounds in their content, method, or manner and adversely affect employees’ working environment.

(This definition is based on the Act on Comprehensively Advancing Labor Measures, and Stabilizing the Employment of Workers, and Enriching Workers’ Vocational Lives and guidelines issued by the Ministry of Health, Labour, and Welfare.)

Examples of Customer Harassment

  • Unreasonable demand: Demands that substantially exceed the quality or scope of products or services specified in the contract, or requests for compensation unrelated to those products or services, that go beyond socially acceptable bounds.
  • Physical aggression: Hitting, kicking, throwing objects at employees, or spitting.
  • Psychological intimidation: Threatening to post negative reviews on social media, disclosing officers’ or employees’ personal information online, taking photographs or making recordings without authorization, demanding that employees kneel, or using loud or intimidating language.
  • Persistent or restrictive conduct: Repeatedly asking the same or similar questions, excessively challenging employees’ responses, or prolonging telephone calls in ways that interfere with employees’ ability to perform their duties.

２．Response to Customer Harassment

When an Incident Occurs

  • Employees will ask the customer to stop the behavior and seek a resolution through calm, constructive dialogue.
  • Employees must report the incident to, and consult with, their supervisors or other relevant personnel. The Group will respond in a coordinated manner.
  • The Group will prioritize the safety and well-being of affected employees and provide support as needed, including assigning another employee to handle the customer or taking other appropriate measures.
  • If the Group determines that a customer’s remarks, conduct, or actions constitute customer harassment, it may decline to provide further service or support to that customer.
  • In particularly malicious cases, the Group may work with the policy, legal counsel, or other external specialists to take appropriate action.

Preventive Measures

  • The Group will provide internal training to equip employees to respond appropriately to customer harassment.
  • The Group will conduct internal education programs to prevent employees from engaging in customer harassment, including in dealings with business partners and related companies.
  • The Group will establish arrangements for cooperation with the policy, legal counsel, and other external specialists.

Policy Established: September 28, 2026