1. Introduction

Kamori Tourism Group (hereinafter referred to as "our group") has set its corporate mission of "delving smiles and excitement to the world through exciting experiences," and has made its mission to provide smiles and excitement to our customers, business partners, etc. (hereinafter referred to as "customers") in a safe and secure environment. To achieve this, we believe it is essential to create a working environment where each employee can work with pride and peace of mind, both physically and mentally, and have formulated the "Kamor Tourism Group Customer Harassment Policy" to ensure that more customers can spend their time with peace of mind and satisfaction. In addition, this basic policy will be reviewed and revised from time to time in response to future social situations, laws, etc.

2. Basic policy on customer harassment in the Kamori Tourism Group

Our group strives to provide a safe and comfortable service to each customer, and we strive to respond with sincerity and sincerity. On the other hand, if customers receive unreasonable requests or actions based on social norms, it may threaten the dignity and safety of our employees, making it difficult to provide sound services, and we may cause inconvenience to other customers. Therefore, as an organization, we will respect the dignity of our employees and to continue to satisfy our customers, and we will respond with a firm attitude to these insufficient demands and actions.

3. Definition of customer harassment and examples of major actions that may be covered

Based on the "Company Manual for Countermeasures for Customer Harassment" created by the Ministry of Health, Labour and Welfare, the Group defines customer harassment as "of claims and actions from customers, etc., in light of the appropriateness of the content of the claims and actions of the claims and actions, and the means and ways of realizing the request are incomplete in social norms, and the means and ways of achieving the work environment of workers will be harmed by the means and ways of the means and ways of the worker."
The main examples of actions that are eligible are as follows: However, this is not limited to these, and we will carefully judge whether or not this constitutes customer harassment, taking into consideration the social norms' reasonableness and the circumstances of individual cases.

1. If the content of your request is incompatible
(1) If defects or negligence are not recognized in the product or service.
(2) If the content of the request is not related to the content of the service or product
2. When the means and manner of achieving the requirements are incomplete in social norms
(1)It is highly likely that it will be considered inappropriate regardless of the validity of the content of the request.
・Physical attack (assault, injury)
・Psychological attacks (intimidation, slander, defamation, insult, abuse)
・Intimidating words, discriminatory words, sexual words
・Request for dogeza
・Continuous, persistent behavior
- Restrictive behavior (non-eviction, staying in, confinement, long phone calls)
・Attacks and demands on individual employees
・Voyeurism of employees, stubborn behavior
(2) If it is considered inappropriate in light of the validity of the content of the request
・Request for product exchange
・Request for preferential treatment
・Request for monetary compensation (free, refund, discount)
・Request for apologies, visits, etc.
3. In the case of other nuisance
・Slanderous acts of this group and employees on social media and the Internet

4. Kamori Tourism Group's attitude to respond to customer harassment and main initiatives

The Group takes legitimate opinions, requests and comments from customers seriously, responds honestly, and strives to build a better relationship with the goal of a reasonable solution. However, as a general rule, if we determine that an act by a customer constitutes customer harassment and decide it is unavoidable in light of the content and circumstances of the case, we will not be able to cancel the various services provided by our group or refuse to use the facilities of our group. Additionally, depending on the situation, measures may be taken, including reporting to the police or taking legal action, as necessary. In such cases, we may provide your personal information to relevant authorities, but we will handle it within the necessary and appropriate scope, complying with the Personal Information Protection Act and other related laws and regulations.
The Group's main efforts to address customer harassment are as follows:

-If an employee is victim of customer harassment, the company will quickly grasp the situation and establish a system to take appropriate measures and take measures to protect the employee.
- We will support appropriate response methods on-site by formulating manuals to deal with customer harassment and enhancing education for our employees.
- We strive to provide aftercare and support for employees who have been subjected to customer harassment.
- We have established consultation desks and reporting systems to make it easier for employees to speak up, and we will also take privacy into consideration.
・We will continue to review customer harassment measures and strive to improve them, reflecting the voices of our employees.

5. Request to customers

Our group cherishes the "heart of hospitality" and strives to ensure that our customers can enjoy a safe and comfortable life. In order to continue building good relationships with our customers and protecting a safe, secure and comfortable environment, mutual respect and modest relationships are essential, so we ask for your continued understanding and cooperation in ensuring that the human rights of all people are respected and dignified.